Refund policy

REFUND POLICY

At Lunivo, we believe in our products and your results. That's why we offer a 30-Day "Keep It" Guarantee. We don't want you jumping through hoops or dealing with the hassle of return shipping if our product doesn't work for you.

1. Our 30-Day "Keep It" Guarantee

Simply contact us within 30 days of receiving your order and we will provide a 100% full refund. No questions asked. No hoops to jump through. No proof of use required — we trust you.

No Return Required: Unlike traditional retailers, we do not require you to mail the product back to us. We know your time is valuable and we don't want a used neck support returned to our warehouse. If it didn't work for you, keep it, give it to a friend, or recycle it.

2. How to Request a Refund

Requesting a refund is simple:

  1. Email our support team at info@shoplunivo.com within 30 days of receiving your order
  2. Include your order number and your full name
  3. Briefly let us know why the product didn't meet your expectations — this is not a condition of your refund, it simply helps us improve our designs
  4. Once your request is received and confirmed, we will process your 100% refund to your original payment method within 72 hours

Please allow 5–10 business days for the refund to appear on your bank or card statement depending on your financial institution. You will receive a confirmation email once your refund has been issued.

3. Order Cancellations

Orders can be cancelled within 12 hours of being placed by emailing info@shoplunivo.comwith your order number and the subject line "CANCEL MY ORDER." After this window, your order may have already been processed and dispatched. In that case, simply wait for your order to arrive and follow the standard refund process above.

4. Bundle & BOGO Orders

To prevent professional refund fraud, our No Return Required policy applies to the first unit of any order. For bundle orders (e.g., BOGO 50% Off), we may require a photo of the additional units or, in some cases, a return of the extra units before a full refund for the entire bundle is processed. Our support team will guide you through this if it applies to your order.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. If your item arrives damaged, defective, or is not what you ordered, contact us at info@shoplunivo.com within 7 days of delivery. Please include:

  • Your order number
  • A clear photo of the damage or issue

We will send a replacement immediately at no cost to you. No return required in these cases.

6. European Union 14-Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason and without justification. In these cases, standard EU return procedures will apply. Please contact us at info@shoplunivo.com to initiate this process.

7. Exclusions

This guarantee does not apply to:

  • Refund requests submitted more than 30 days after the confirmed delivery date
  • Gift cards or promotional items
  • Bulk orders of more than 3 units intended for resale

8. Still Have Questions?

We're real people and we're here to help.

📧 info@shoplunivo.com 🕐 Monday – Friday