Return policy

Return policy

At Luna Sens , customer satisfaction is essential. Because our products are intimate, we have a strict return policy for hygiene reasons.

Right of withdrawal

In accordance with the law, you have 14 days from receipt of your order to exercise your right of withdrawal.

❗ However, this right does not apply to intimate products that have been opened, used or unsealed , such as:

  • Sex toys

  • Lingerie

  • Lubricants or massage oils

  • Hygiene products

These products cannot be returned for hygiene and safety reasons.

Conditions for accepting returns

A return is only accepted if:

  • The product is unused , unopened and in its original, undamaged packaging .

  • The product is defective upon receipt (photographic proof required within 48 hours of delivery).

  • An error was made in preparing your order.

Return procedure

For any return request:

  1. Contact our customer service by email at: contact@lunasens.com

  2. Indicate:

    • Your order number

    • The product(s) concerned

    • The reason for return

    • A photo if the product is damaged or incorrect

  3. After validation, you will receive the return address.

📦 Return costs are the responsibility of the customer , except in the event of an error on our part.

Refund

After receipt and verification of the returned product:

  • The refund will be made within 10 working days via the same payment method.

  • No refund will be given if the product is returned opened, used or damaged.

Products not eligible for return

  • Opened or unsealed products

  • Items worn or tested

  • Gift cards

  • Products on sale or promotion

Need help?

For any questions, write to us at: contact@lunasens.com