Terugbetalingsbeleid

Return and Refund Policy

30-day withdrawal and return period

You may notify us that you wish to withdraw from your online purchase within 30 days of receiving the goods, without giving a reason. This commercial 30-day period extends, and does not limit, any mandatory rights you have under Malta or EU consumer law.

To start a return, email info@lunqo.shop within the 30-day period and include your order number. Do not return goods before receiving our return instructions.

Return location and costs

Approved returns must be brought to our Mqabba pickup point by appointment. We will provide the exact details after your request is accepted. Unless the item is faulty, damaged, incorrect, or we agree otherwise, you are responsible for the direct cost of returning it.

Condition of returned goods

You may inspect the goods as you would in a shop. Please return them with all included parts and, where reasonably possible, in the original packaging. We may reduce the refund only for any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Custom and personalised goods

The withdrawal right does not apply to goods made to your specifications or clearly personalised. Choosing a standard colour or other standard catalogue option does not by itself make a product personalised. This exception does not affect your rights if the item is faulty, damaged or not as described.

Damaged, faulty or incorrect items

Please inspect your order on receipt and contact info@lunqo.shop promptly if it is defective, damaged or incorrect. Where consumer law applies, eligible remedies and the reasonable return cost for faulty or non-conforming goods are borne by Lunqo. Your statutory legal-guarantee rights are not limited by this policy.

Refunds

After a valid withdrawal notice, we will reimburse the amount due, including the cost of the least expensive standard delivery option offered for the order, to the original payment method within 14 days. We may withhold reimbursement until we receive the goods or you provide evidence that they were returned, whichever occurs first. Your bank or payment provider may need additional time to post the refund.

Order cancellations before dispatch

Contact info@lunqo.shop as soon as possible. If production or fulfilment has not begun, we will cancel and refund the order. If a product is genuinely made to your specifications or clearly personalised and production has begun, the statutory withdrawal exception may apply; we will explain any applicable amount before processing the cancellation. No cancellation term limits mandatory consumer rights.