Delivery & Returns

DELIVERY

LUNAAWELL SRL delivers orders throughout Romania. Orders will be shipped to the address specified during checkout. Cost of delivery will be determined during the checkout process.

The estimated delivery time is 2-5 business days from the order confirmation date.
During busy periods (e.g., Black Friday, holidays), the delivery time may be extended, and customers will be informed in advance.

In remote or hard-to-reach areas with limited courier coverage, delivery may take longer or may require pickup from the nearest delivery point.

In exceptional circumstances (extreme weather, pandemics, logistical issues), the delivery time may change, and the customer will be notified accordingly.

ORDER COMPLIANCE

Upon receiving the package, customers are asked to check the integrity of the packaging and products. If the product is damaged upon delivery, the customer has the right to refuse it. In this case, the seller will either send a new product or refund the full amount paid, at no additional cost to the customer.

If the customer notices a non-compliance at the time of delivery, the seller is obligated to:

a. Repair or replace the defective product:

• If the received product is damaged, faulty, or does not match the order, the customer may request repair or replacement free of charge.
  

• The seller will resolve the non-compliance within a reasonable time frame, without major inconvenience to the customer.
  

b. Refund the value of the product:

• If the product cannot be repaired or replaced within a reasonable time, the customer may request a full refund.
  

• The refund will be made within a maximum of 14 calendar days from the acceptance of the return.

If the non-compliance is confirmed, the seller will bear the return and reshipping costs of a compliant product.

RETURN

In accordance with Romanian legislation, withdrawal from purchase through unilateral contract termination can be done within 14 calendar days from receiving the product. This applies only to individual consumers who purchased remotely, according to Government Ordinance no. 34/2014.

The consumer has the right to notify the seller in writing of their withdrawal from the purchase, without penalties and without providing a reason, within 14 calendar days from receiving the product, or in the case of services, from the date the contract was concluded.

The sales contract is considered concluded at the time the invoice is issued (this document serves as the contract under Romanian law), not when the order is placed or when the automated order confirmation is received by email or other communication channels.

Returned products must be in the same condition as delivered, including all accessories and accompanying documents, and must not show any physical damage, scratches, or modifications of any kind.

The direct costs of returning the products will be borne by the customer. The refund will be made within a maximum of 14 working days from the date of withdrawal and will be issued via bank transfer or, where applicable, to the credit card used for the initial purchase.

The return address is: Str. Industriilor nr. 141, loc. Chiajna, jud. Ilfov, 077040

WITHDRAWAL FORM TEMPLATE

Withdrawal from the contract can be expressed through an unequivocal statement, using any of the following methods: email, mail, phone, SMS, verbal, etc.
 You may also attach a withdrawal form, as shown in the optional example below:

To:

LUNAAWELL SRL
Address: Str. Industriilor nr. 141, loc. Chiajna, jud. Ilfov, 077040
Email address: hello@lunaawell.com

I hereby notify you of my withdrawal from the contract regarding the sale of the following products:

Product 1:
Product 2:
Received on: __ / __ / ____

Consumer name:
Consumer address:
Consumer signature:
Date:

Last updated: 26.11.2025