Refund policy

Last Updated: May 19, 2026

At Lunova Fashion, operated by Novus Invictus LLC, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your fashion items, we offer a straightforward return and refund process that fully respects your rights under UK, Irish, and EU consumer law.

1. Return Window & Right of Withdrawal

Under the UK Consumer Contracts Regulations 2013, the EU Consumer Rights Directive 2011/83/EU, and Irish consumer law, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without providing any reason. At Lunova Fashion, we voluntarily extend this period and offer you a full 30 days to return your order.

  • The 30-day period starts from the date your package was delivered to your address in Ireland or the United Kingdom.
  • After this 30-day window has passed, we are unable to offer you a discretionary refund or exchange. Your statutory rights for faulty, damaged, or misdescribed goods remain unaffected (see section 18).

2. Return Eligibility Requirements

To be eligible for a return, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the same condition that you received it.
  • It must be in the original packaging with all tags, labels, and protective seals intact.
  • Items with signs of wear, makeup stains, odors (perfume/smoke), or alterations will not be accepted.
  • Proof of Purchase: A valid order number or order confirmation email is required.
  • Non-Returnable Items: For hygiene and safety reasons, certain items such as underwear and pierced earrings cannot be returned unless they arrive damaged or defective.

3. Exchange Policy

At Lunova Fashion, we understand that sometimes the fit or color might not be exactly what you expected. That is why we proudly offer exchanges to ensure you are 100% satisfied with your style.

  • Eligibility for Exchange: You can request an exchange for any item within 30 days of delivery. The item must be in its original condition (unworn, unwashed, and with all tags attached).
  • What You Can Exchange: You can exchange your item for a different size, a different color, or even a different product of the same value.
  • The Process: 1. Email us at support@lunova-fashion.com with your order number and specify the item you wish to receive in exchange. 2. Once your exchange request is approved, you will send the original item back to our designated return facility. 3. As soon as we receive and inspect the returned item, we will process and ship your new exchange item for free.

4. No Restocking Fee

We believe in fair shopping. Lunova Fashion does not charge any restocking fees. You will receive the full value of the returned item, including any VAT paid, back to your original payment method, provided the item meets the eligibility criteria.

5. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying the shipping costs for returning items, except in cases where the return is the result of our error (damaged, defective, or incorrect items).
  • Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

6. How to Initiate a Return

To start a return, please follow these steps:

  1. Email our support team at support@lunova-fashion.com with your order number and the reason for the return.
  2. Our team will review your request and send you a return authorization along with specific instructions.
  3. Do not send items back without prior approval, as they may not be processed.

7. Return Methods

Once approved, you can send your return via a reliable postal or courier service such as An Post (Ireland) or Royal Mail (UK). Please ensure you keep the receipt and tracking number of your return shipment, as we cannot be held responsible for returns lost in transit without tracking evidence.

8. Refund Processing Time

  • Once we receive and inspect your return, we will notify you via email of the approval or rejection of your refund.
  • If approved, your refund will be processed immediately.
  • Timeline: It usually takes 7 business days (Monday to Saturday) for the funds to appear in your original payment method (Shop Pay, Visa, Mastercard, Apple Pay, or Google Pay), depending on your bank's processing time.
  • UK and EU Law Compliance: In accordance with the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive, refunds are always issued using the same payment method you used for the original transaction, and include all applicable VAT.

9. Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged or defective, or if you receive the wrong item:

  • Please contact us within 48 hours of delivery at support@lunova-fashion.com where possible. This timeframe helps us resolve issues quickly and does not affect your statutory rights to reject faulty goods (within 30 days under the UK Consumer Rights Act 2015, or under the equivalent EU and Irish consumer protection laws).
  • Provide clear photos of the issue together with your order number so our team can verify the problem quickly.
  • Our Responsibility: In these specific cases, Lunova Fashion will fully cover the costs of resolution. We will offer you either a complete refund (including your original shipping fees) or ship a free replacement item, at no additional cost to you.

10. Lost Parcel Policy (Outgoing)

If your package is delayed or lost during delivery to you:

  • A parcel will be considered lost in transit if tracking has shown no updates for 20 business days (Monday through Saturday), or if your package has not arrived within 25 business days of dispatch.
  • Once the shipping carrier confirms the package is officially lost, Lunova Fashion will issue a full refund (including any VAT and taxes paid) or dispatch a free replacement, whichever you prefer, at no extra cost.
  • If your tracking shows "Delivered" but you haven't received your package, please first check with neighbors or your local An Post (Ireland) or Royal Mail (UK) office before contacting our support team.

11. Lost or Missing Returns (Incoming)

If a return package is lost by the courier while being sent back to us, it is the customer's responsibility to file a claim with the carrier. We can only process refunds for items that actually reach our return facility, which is why trackable shipping is strongly recommended for all returns.

12. Order Cancellation Policy

  • You can cancel your order within 24 hours of placement for a full, instant refund by emailing support@lunova-fashion.com.
  • After 24 hours, the order may have already been processed or shipped. In such cases, you must wait to receive the item and then follow the standard return process.

13. Late or Missing Refunds

If you haven't received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company or payment provider; it may take some additional time before your refund is officially posted.
  3. If you've done all of this and still have not received your refund, please contact us at support@lunova-fashion.com.

14. Items Returned Without Approval

Items sent back to us without first requesting a return will not be accepted and will be returned to the sender at their expense or disposed of if unclaimed.

15. Policy Abuse Prevention & Fraud Protection

To protect our business and customers, we monitor return activity.

  • We reserve the right to refuse service or returns to anyone exhibiting "serial returning" behavior or fraudulent activity.
  • All returns are manually inspected for authenticity. Any attempt to return counterfeit or non-Lunova items will be reported to the relevant authorities.

16. Customer & Our Responsibilities

  • Customer: Responsible for providing accurate information, following return instructions, and ensuring the item is packed securely for return.
  • Lunova Fashion: Responsible for inspecting returns fairly, communicating status updates, and issuing refunds within the 7-day window.

17. Return Address

Please do not send returns to the Wyoming registered business address. For the correct return facility address, please contact our support team at support@lunova-fashion.com to receive your return authorization and the specific return instructions.

18. Your Consumer Rights & Dispute Resolution

The rights outlined in this policy are in addition to, and do not replace, your statutory rights under UK, Irish, and EU consumer law. These include:

  • United Kingdom: The Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • Ireland and EU: The Consumer Rights Act 2022 and the EU Consumer Rights Directive 2011/83/EU.

If you are unhappy with how your complaint has been handled, you can seek independent advice from your local consumer authority:

19. Business & Contact Information

Ownership and Operation: Lunova Fashion is operated by Novus Invictus LLC

Registered Company Name: Novus Invictus LLC

Company Registration Number: 2026-001882100

Registered Address: 30 N Gould St #31823, Sheridan, WY 82801, USA

Email: support@lunova-fashion.com

Phone: +44 7478 057020

Business Hours: Monday to Saturday, 9:00 AM to 6:00 PM GMT/BST (UK and Ireland time)

20. Policy Updates

Lunova Fashion reserves the right to amend this policy at any time. Any changes will be published on this page and will apply to all orders placed after the date of the update.