Refund policy

Exaluna Refunds & Returns Policy

At Exaluna, your happiness is our priority. We're committed to delivering exceptional quality and a shopping experience you'll love. To ensure fairness and maintain hygiene standards for every customer, please take a moment to review our policy below.

Return Eligibility

We accept returns and issue refunds only in the following cases:

  • Damaged or Defective Items – If your order arrives damaged or with a manufacturing defect.
  • Incorrect Orders – If you receive an item different from what you ordered.

❌ Please note: We do not accept returns due to change of mind, sizing concerns, or personal preference. All sales are final unless they meet the eligible criteria above.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 14 days of delivery. Our team may request supporting photos to verify the issue. Once approved, we'll arrange either:

  • A replacement of the same item (subject to availability), or
  • A full refund to your original payment method.

Incorrect Orders

Received the wrong item? Reach out within 14 days of delivery and we'll make it right — either by sending the correct item at no extra cost or issuing a full refund.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned (except in cases of damage, defect, or incorrect shipment):

  • Personal care products
  • Cosmetics and beauty items
  • Intimate apparel and undergarments
  • Any item that comes into direct contact with the skin or body

Refund Processing

Once your return is received and reviewed, we'll notify you of the outcome. Approved refunds are processed within 7 business days to your original payment method.

Please note:

  • Original shipping fees are non-refundable.
  • Return shipping costs are the customer's responsibility, unless the issue was caused by our error.

How to Initiate a Return

Contact our support team via the Contact Us page with the following:

  • Order number
  • Product details
  • Reason for return (damage, defect, or incorrect item)
  • Photos (if applicable)

Exchanges

We do not offer exchanges due to hygiene considerations. If your item arrived damaged, defective, or incorrect, we'll gladly arrange a replacement or refund.

A Final Word

We understand that issues can be frustrating, and we're here to resolve them as quickly and fairly as possible. Thank you for choosing Exaluna — every order matters to us, and we're dedicated to making sure yours is nothing short of perfect.

The Exaluna Team