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Refund Policy

Return and Refund Policy

Effective Date: January 25, 2025

Last Updated: January 25, 2025

At Lunthra, customer satisfaction is important to us. We specialize in high-quality, custom-made products that are produced only after an order is placed. Because of this made-to-order process, our return policy differs from traditional retailers that carry pre-made inventory.

Please review this policy carefully before completing your purchase.

1. MADE-TO-ORDER POLICY

All Lunthra products are custom printed specifically for each customer. This production model helps reduce waste and ensures product quality, but it also means that returns or exchanges are not accepted for general dissatisfaction or change of mind.

That said, we stand behind our products and will assist with legitimate manufacturing or fulfillment errors as outlined below.

2. REPLACEMENTS AND REFUNDS (DEFECTS ONLY)

We will issue a free replacement or refund only if your item arrives in one of the following conditions:

  • Damaged or Defective: Torn, broken, or damaged upon arrival.

  • Poor Print Quality: Significantly blurry print, peeling, or major misalignment beyond industry standards.

  • Incorrect Item: Wrong size, color, or design received compared to the order confirmation.

Do I need to return the item? In most defect or damage cases, no return is required. Photo or video verification is required to process all claims.

3. HOW TO REPORT AN ISSUE (REQUIRED)

You must contact us within 15 days of the purchase date. Requests submitted after this period cannot be processed.

  • Email: contact@lunthra.com

  • Subject line: Order Issue – [Your Order Number]

Your email must include all of the following, as this information is required for us to submit a claim to our manufacturing partner:

  1. Order number

  2. Full name used on the order

  3. A brief description of the issue

  4. Required supporting photos or videos (see below)

4. REQUIRED SUPPORTING PHOTOS OR VIDEOS

To facilitate a quicker resolution, supporting photos or videos are required for all claims. All images should be clear and well-lit.

  • Print Quality/Placement: A clear photo of the product laid flat. For placement issues, include a ruler showing the deviation. (Note: A tolerance of up to 0.5 inches is considered acceptable).

  • Wrong Product/Size: A clear photo showing the item and the size tag in a single frame.

  • Sizing Defects: A photo of the product laid flat being measured against our size chart.

    • Tolerance: Adult garments: $\pm1 inch; Baby clothing: $\pm0.5 inch.

  • Delivery Damage: Photos showing the damaged product, the design, and the original packaging.

5. NON-REFUNDABLE & NON-RETURNABLE CASES

The following situations are not eligible for refunds or replacements:

  • Buyer’s remorse or change of mind.

  • Ordering the wrong size.

  • Minor color variations due to screen differences.

  • Shipping delays caused by carriers, customs, or weather.

6. ORDER CANCELLATIONS & MODIFICATIONS

  • Requests must be made within 2 hours of purchase.

  • After 2 hours, orders cannot be canceled or changed once they are submitted to production.

7. ADDRESS ERRORS

Customers are responsible for providing an accurate shipping address. Orders lost or returned due to incorrect addresses are not refundable. The customer is responsible for any reshipping costs.

8. LOST OR STOLEN PACKAGES

  • Packages marked “Delivered” by the carrier are not eligible for refunds.

  • If a package is confirmed lost in transit (and not marked delivered), a free replacement will be issued.

9. CONTACT INFORMATION

For valid defect or damage claims:

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