Refund policy

Returns & Order Cancellation Policy (Lunqo)

30-day right of withdrawal (EU)

If you are a customer in the European Union, you have the right to cancel (withdraw from) your purchase within 30 days of receiving your item, for any reason and without justification.

To be eligible for a return, the item must be in the same condition as you received it: unused, in its original packaging, and with any included parts/accessories. You’ll also need the receipt or proof of purchase.

How to start a return

To request a return, contact us at info@lunqo.shop within 14 days of delivery.

Returns must be brought back to our Mqabba pickup point.
(We will provide the exact pickup details after you contact us.)

Items returned without first contacting us will not be accepted.

For any return questions, contact: info@lunqo.shop

Damages and issues

Please inspect your order upon reception and contact us immediately at info@lunqo.shop if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Because all Lunqo products are made individually based on your order, certain items may not be returnable if they are custom or personalized (for example: special color requests, custom name labels, special modifications, or made-to-order variations).

We also do not accept returns for:

  • Gift cards

  • Sale/discounted items (unless faulty)

  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies, contact us at info@lunqo.shop.

Exchanges

The fastest way to get what you want is to return your item (if eligible), and once the return is accepted, place a new order for the desired item.

Order cancellations (before delivery / production)

If you request to cancel an order, the refund is handled as follows:

  • 80% of the total order amount will be refunded

  • 20% order cancellation fee applies

Reason: All items are produced individually based on each order, so cancellation results in preparation/production costs.

To request a cancellation, contact us as soon as possible at info@lunqo.shop.

Refunds

Once we receive and inspect the returned item (Mqabba pickup return), we will notify you if the refund is approved.

If approved, you’ll be refunded to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since approval, contact us at info@lunqo.shop.