CANCELLATION AND REFUND TERMS

1. Right of Withdrawal

Pursuant to the Law No. 6502 on the Protection of Consumers, the buyer has the right to withdraw from the contract within 14 (fourteen) days from the date of delivery of the product, without showing any justification and without paying any penalty.

  • Notification: For the exercise of the right of withdrawal, it is sufficient to provide a written notification to us (via e-mail or WhatsApp support line) within this period.

  • Refund Process: Following the receipt of the notification, the product price and delivery costs (if any) shall be refunded to the buyer within 14 (fourteen) days at the latest, in accordance with the buyer’s payment method and without incurring any expense to the buyer.

2. Circumstances Where the Right of Withdrawal is Not Applicable (Customized Production)

Pursuant to Article 15 of the Regulation; the right of withdrawal cannot be exercised for products prepared in accordance with the consumer’s requests or personal needs (products with names, special designs, production according to specific measurements, etc.).

Important Note: Since all of our products are in the category of customized (handmade/special production), arbitrary returns are not accepted for non-defective products. However, your right to exchange and return for products that are defective or damaged due to production is reserved.

3. Defective Products and Damage Notification

In the event that the product delivered to you contains a production defect or has been damaged during shipment:

  • Shipping Fee: The shipping fee for the return or exchange of defective products belongs entirely to Lunera Home Design. The buyer may send the return via our contracted cargo company as collect on delivery (receiver pays). The buyer may send the return via our contracted cargo company as “collect on delivery” (receiver pays).

  • Damage Assessment Report: It is critical for the rapid and smooth conclusion of the legal process that you check the cargo package upon receipt and, in case of damage, have the courier issue a “Damage Assessment Report”. The responsibility for damaged packages for which a report has not been issued may rest with the buyer.

4. Conditions of the Product to be Returned

The product to be returned must be sent in its original packaging, unused, without having lost its re-sellable feature, and together with all its accessories/invoice.

Last Updated: March 2026