Refund policy

Last updated: February 2026

REFUND AND RETURN POLICY

We want you to feel the difference, not to feel stuck with something that isn't right for you. This policy explains how returns and refunds work at Lunaroza.

If anything here is unclear, write to us at contacto@lunaroza.com. We read every message.

OUR 30-DAY COMFORT GUARANTEE

You have 30 days from the day your order is delivered to request a refund.

We know a cervical traction pillow is something you have to actually try. Your neck may need a few days to adapt to the curve, which is why we ask you to give it at least a week of short sessions before deciding. But if after that it simply isn't for you, you are covered.

To start a request, email contacto@lunaroza.com with your order number and a short note about what went wrong. That's all we need to begin.

HOW REFUNDS WORK

Once we receive your request:

1. We reply within 1 to 2 business days.
2. In most cases we will not ask you to ship the item back to us. Because our products are shipped from international warehouses, return shipping usually costs more than the product itself, and we would rather resolve your case quickly than put you through that.
3. If a return is required, we will tell you clearly and give you the return address and instructions. Do not send anything back before contacting us, as unauthorized returns cannot be processed or refunded.
4. Approved refunds are issued to your original payment method.

Please allow 5 to 10 business days for the refund to appear in your account after we approve it. The exact timing depends on your bank or payment provider, not on us.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at contacto@lunaroza.com and include photographs of the item and its packaging.

We will send you a replacement at no cost, or issue a full refund, whichever you prefer. You will not be asked to pay anything, and in these cases you will not normally be asked to return the item.

WHAT IS NOT COVERED

- Requests made more than 30 days after delivery.
- Items that have been deliberately damaged, modified, or misused.
- Orders where the shipping address provided was incorrect or incomplete. See our Shipping Policy for how these are handled.
- Repeat requests. Our guarantee is intended to be used once per customer or household. We reserve the right to decline requests where we identify a pattern of abuse.

ORDERS THAT HAVE NOT ARRIVED

If your order has not arrived, this is a shipping matter rather than a return. Please see our Shipping Policy at https://lunaroza.com/policies/shipping-policy, which explains delivery times and what we do about lost or delayed packages. In short: if your order has not arrived within 5 weeks of dispatch, contact us and we will resolve it.

CANCELLATIONS

You can cancel an order free of charge at any time before it is dispatched by emailing contacto@lunaroza.com. Once dispatched, an order cannot be cancelled, but it is still covered by the 30-day guarantee described above.

EXCHANGES

If you would prefer a different color, contact us within 30 days of delivery and we will arrange it. In most cases we will simply send the color you want rather than asking you to return the original.

A NOTE ON SAFETY

Lunaroza products are intended for general comfort and relaxation. They are not medical devices and do not diagnose, treat, or cure any condition. If using the product causes pain rather than a stretch, stop using it. If you have a diagnosed neck or spine condition, are pregnant, or are recovering from an injury or surgery, please consult a healthcare professional before use.

If you bought the product and then learned that it is not suitable for you for health reasons, contact us. We will take care of you within the 30-day window.

CONTACT

Lunaroza
Email: contacto@lunaroza.com
Phone: +57 312 604 7501
Website: https://lunaroza.com

We aim to respond to all messages within 1 to 2 business days.