Return Policy

Policy Details

1. Scope

This Return Policy (“Policy”) governs returns of products purchased from LUNACO JAPAN Co., Ltd. (“we”, “us”, “our”). This Policy is primarily intended for B2B wholesale/export transactions. If your contract, proforma invoice, or written agreement specifies different conditions, that written agreement will prevail.

2. Return Eligibility

Returns may be accepted only when all of the following conditions are met:

• You request an RMA within the agreed time window stated on the invoice/contract (or within 7 days of delivery if not stated).
• Products are unused, uninstalled, and in their original condition.
• Original packaging, labels, and documentation are intact (when applicable).
• You provide evidence of the issue (photos, video, test report, or inspection notes), as reasonably requested.

3. RMA (Return Merchandise Authorization) Process

1. Contact us with your order/invoice number, item(s), quantity, and reason for return.
2. We will review the request and, if approved, issue an RMA number and return instructions.
3. Ship the goods according to the instructions, clearly marking the RMA number on the package and documents.
4. Upon receipt, we will perform inspection and determine the appropriate remedy (replacement, credit, or refund).

4. Inspection & Determination

Returned items will be inspected. We may refuse or adjust the remedy if items are returned in a condition inconsistent with the approved RMA, including missing components, damage due to improper handling, or signs of installation/use.

5. Refunds, Credits, and Replacements

Subject to inspection results, we may provide one of the following remedies:

• Replacement of the same item (if stock/production allows).
• Credit note applicable to future purchases.
• Refund to the original payment method (or via bank transfer), where applicable.

Note: For international B2B shipments, remedies are often handled as credit/replacement rather than cash refunds, depending on the transaction and banking/fees.

6. Non-Returnable / Exceptions

The following items are generally non-returnable unless defective and confirmed by our inspection:

• Special-order or made-to-order items
• Items that have been installed, used, modified, or disassembled
• Products damaged due to improper installation, misuse, accident, or unauthorized repair
• Items returned without an approved RMA

7. Shipping, Duties, and Handling Costs

• If return is due to our confirmed error (wrong item shipped) or confirmed defect, we will advise the return method and cost allocation in the RMA approval.
• If return is due to buyer-side reasons (e.g., ordering mistake), the buyer is responsible for shipping, customs duties, and related costs.
• We are not responsible for items lost or damaged in transit on the way back. Use trackable shipping and appropriate insurance.

8. Packaging and Compliance

Please pack items securely to prevent transit damage. For international returns, comply with all export/import rules and prepare documents as instructed. Incorrect declarations may cause delays, additional costs, or refusal at customs.

9. Changes to This Policy

We may update this Policy from time to time. The “Last Updated” date indicates when changes were made. Material changes will apply prospectively unless required otherwise by law.