Refunds & Chargebacks Work

Refund Process Timeline

When you request a refund, here's exactly what happens — from your request to the money back in your account.

1

You Request Refund

Email support or click “Request Refund” in your order

Day 0
2

We Send Return Label

Prepaid label sent to your email within 24 hours

Day 1
3

We Inspect Return

Once received, our team verifies the items

Day 5–7
4

Refund Processed

Money returned to your original payment method

Day 8–12

What is a Chargeback?

Understanding Chargebacks

A chargeback is when you dispute a transaction with your bank instead of contacting us directly. Your bank then reverses the payment and investigates the claim.

Try us first. If you have an issue, contact our support before initiating a chargeback. We can usually resolve the problem within 24–48 hours and avoid lengthy bank disputes.
When to use a chargeback:
  • Unauthorized transaction (fraud)
  • You weren’t able to reach our support
  • We’ve refused a legitimate refund request
When NOT to use a chargeback:
  • Forgot to cancel before renewal (contact us — we may help)
  • Don’t like the product (use our 14-day refund instead)
  • Address change needed (we can fix this)

Chargeback Timeline

  • Day 0: You file a dispute with your bank
  • Day 1–7: Provisional credit issued by your bank
  • Day 7–30: Investigation period — both parties submit evidence
  • Day 30–90: Final decision from card network
Need help? Contact support@lunette.com — we reply within 24 hours and can usually resolve issues without involving your bank.
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