A Fair Way to Handle Returns
At Lunorexil, we understand that sometimes things do not go as expected. Whether it is a sizing issue, a delivery mix-up, or a product concern, this policy explains how returns and refunds are handled for orders within Singapore. Our goal is to keep the process simple, clear, and respectful of your time.
This policy also reflects our responsibilities under Singapore regulations, including the Personal Data Protection Act (PDPA), particularly when handling your personal details during return requests.
How Payment Works
All orders placed with Lunorexil are fulfilled through Cash on Delivery (COD). This means you only make payment when your order arrives at your doorstep. This approach is designed to keep transactions straightforward and transparent.
Since COD is the only payment method available, refunds are not processed back through a card or online gateway. Instead, a separate method is used, which is explained below.
When a Return Is Possible
We accept return requests within 30 days from the date of delivery. However, returns are only applicable under specific conditions:
- The item delivered is damaged
- The item received is different from what was ordered
If your situation falls under either of these, you are eligible to initiate a return.
We encourage you to check your order soon after delivery so that any concerns can be addressed within the return window.
Starting a Return Request
To begin a return, simply reach out to us at [email protected] with your order details and a brief explanation of the issue. Supporting img may help speed up the review process.
Once your request is reviewed and approved, we will coordinate the next steps with you.
Pickup Made Simple
After approval, we arrange a pickup of the item from your location. The timing is scheduled based on your convenience, so you are not left adjusting your day around the process.
There are no return or restocking fees. The entire return process is free for eligible cases.
Inspection After Return
Once the returned item reaches us, we take 1 business day to inspect it. This step ensures that the request aligns with the return conditions mentioned earlier.
We aim to keep this step quick so that you are not left waiting unnecessarily.
Exchange or Refund - Your Choice
If your return is approved after inspection, you will have two options:
- Exchange:If the requested item is available in stock, we can arrange a replacement.
- Refund:If you prefer not to receive a replacement, a full refund can be processed.
The choice is entirely yours, depending on what works better for you.
How Refunds Are Processed
Since all orders are paid through Cash on Delivery, refunds are issued via bank transfer.
If you choose a refund, we will contact you via email ([email protected]) to request your bank details. It is important to provide accurate information to avoid delays.
Once your bank details are received:
- The refund is processed within 1 business day
- The amount may take 9 to 10 business daysto reflect in your account, depending on your bank’s processing time
We will keep communication clear throughout this stage so you know what to expect.
Responsibility for Accurate Information
Just as with shipping, providing correct details plays a role here as well. This includes:
- Accurate order information when raising a request
- Correct bank details for refunds
Incomplete or incorrect information may slow down the process.
Handling of Personal Data
During returns and refunds, we may collect and use personal details such as your name, contact information, address, and bank details (for refunds). This information is used strictly for processing your request.
In line with Singapore’s PDPA, your data is handled responsibly and only shared with relevant parties when necessary to complete the process. We do not use this information beyond its intended purpose.
A Practical Approach
Returns and refunds should not feel complicated. At Lunorexil, the idea is to keep things direct—clear eligibility, no hidden charges, and communication that makes sense.
If you have any questions or need assistance at any stage, you can always reach us at [email protected].