At Lunox, we are dedicated to providing you with high-quality mattresses that meet your needs and exceed your expectations. We are confident that you will love your new mattress, but in the rare event that you are not completely satisfied, we want to ensure that you are taken care of. Therefore, we offer exchange and refund options to guarantee your complete satisfaction with your purchase, subject to the following conditions:

Eligibility for Exchange or Refund

1. Defective or damaged products – If the mattress is delivered to the buyer in a defective or damaged condition, they may be eligible for a refund or exchange.
2. Incorrect size or product – If the buyer receives a mattress that is the incorrect size or product that they did not order, they may be eligible for a refund or exchange.
3. Delayed or lost shipments – If the shipment is delayed or lost in transit, the buyer may be eligible for a refund or exchange.
4. Billing errors – If there is an error in billing, such as an overcharge or double charge, the buyer may be eligible for a refund.
5. Quality issues – If the buyer experiences quality issues with the mattress, such as sagging or premature wear and tear, they may be eligible for a refund or exchange.

Exchange or Refund Process

If you believe that you are eligible for an exchange or refund, please contact our Customer Experience team via chat or email within 3 days of delivery of the mattress. You will need to provide your order number and a detailed explanation of the issue you are experiencing.

If eligible, we will provide instructions for returning the mattress. Please note that Lunox will not cover the cost of return shipping for any reason except for defective or damaged products, incorrect size or product, or delayed or lost shipments.

When we receive the returned product, we will inspect it to determine whether it is eligible for a refund or exchange. Lunox reserves the right to reject returns for mattresses that are damaged by natural disasters, soiled or burned, have received obvious physical abuse, or are used for commercial purposes, such as hotels, motels, or institutional facilities. Custom size mattresses/toppers are also not returnable.

If the returned product is eligible for a refund, we will credit back your original form of payment to your credit card within 7-14 business days. Lunox reserves the right to charge an additional fee if the returned product has been soiled or burned, or has received obvious physical abuse or tears and damage to the fabric.

If the returned product is eligible for an exchange, we will work with you to determine the appropriate size and product and arrange for shipping of the new product. Please note that Lunox will not cover the cost of return shipping for any reason except for defective or damaged products, incorrect size or product, or delayed or lost shipments.

Limitations and Exclusions

Please note that the exchange and refund policy applies only to mattresses purchased directly from Lunox. Mattresses purchased from other retailers or marketplaces are subject to the retailer’s or marketplace’s return policies.

Additionally, Lunox reserves the right to modify or terminate this policy at any time without prior notice.