Refund policy
Refund & Return Policy
We want you to love your Alunamate experience — but if something’s not quite right, we’re here to help.
✅ 30-Day Return Window
You have 30 days from the date of delivery to request a return. To be eligible, your item must be:
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Unused and in the same condition you received it
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In its original packaging
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Accompanied by proof of purchase (e.g. order number or receipt)
To start a return, email us at hello@alunamate.com. We’ll guide you through the process and, if eligible, issue a prepaid return label.
⚠️ Returns sent without prior authorization will not be accepted.
🚚 Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us immediately. We’ll make it right as quickly as possible — whether that means a replacement or full refund.
🚫 Non-Returnable Items
Certain products are not eligible for return, including:
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Perishable goods (e.g. food or beverages)
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Personalized or custom items
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Health and personal care items (due to hygiene reasons)
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Sale or clearance items
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Gift cards
If you're unsure whether your item qualifies, reach out to us at hello@alunamate.com.
🔁 Exchanges
We don’t offer direct exchanges. The fastest way to get what you need is to return your item (if eligible) and place a new order once your refund is processed.
🇪🇺 EU Customers – 14-Day Cooling-Off Period
If your order is being shipped to a country in the European Union, you have the right to cancel or return your order within 14 days of receipt — for any reason.
The item must be unused, in its original packaging, and accompanied by proof of purchase.
💸 Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days.
Please note:
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Your bank or credit card provider may take additional time to post the refund.
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If more than 15 business days have passed since your return was approved, contact us at hello@alunamate.com.