180-Day Return Window

Eligible Elunovae purchases may be returned within 180 days from the date the order is delivered.

Before sending a product back, contact service@elunovae.com. We will review your request and provide the appropriate return instructions and return address.

Return Eligibility

To qualify for a standard return, an item should generally be returned in substantially the same condition in which it was received.

Where applicable, please include the original toy, accessories, detachable components, removable pieces, instructions, packaging, and other items originally supplied with the product.

Products materially altered, misused, or damaged after delivery for reasons unrelated to a product issue may not qualify for a standard return.

This does not limit applicable rights where a product arrives damaged, defective, incorrect, incomplete, or materially different from its description.

How to Start a Return

1. Email service@elunovae.com.
2. Include your order number and the email address used for the order.
3. Identify the product and briefly explain your return request.
4. If there is a product issue, include clear photographs where practical.
5. Wait for our support team to provide the appropriate return instructions and return address.
6. Keep any return-shipping receipt or tracking information until the return is resolved.

Return Shipping Costs

For preference-based returns or other returns that are not caused by a product issue or fulfillment error, the customer is responsible for return shipping costs.

If an item arrives damaged, defective, incorrect, incomplete, or materially different from its description, Elunovae will provide an appropriate replacement, refund, or return solution at no additional cost once the issue has been reviewed and confirmed.

Damaged, Defective, Incorrect or Incomplete Products

Contact service@elunovae.com as soon as you identify the issue.

Please provide where applicable:

• Your order number
• The email address used for the order
• The name of the affected product
• A brief explanation of the issue
• Clear photographs of the product
• Photographs of packaging or missing components where relevant

Refund Review

Once a returned product has been received, or once a refund request that does not require a physical return has been reviewed, Elunovae will determine whether the refund is approved based on the circumstances of the request.

Approved Refunds

Approved refunds are issued to the original payment method.

Elunovae generally processes an approved refund within 1–3 business days.

After the refund has been issued, your bank, card issuer, or payment provider may require an additional 5–10 business days to post the funds.

Order Changes & Cancellations

If you need to change or cancel an order, contact service@elunovae.com as soon as possible.

Orders may generally be changed or cancelled before shipment. After shipment, cancellation or modification may no longer be possible.

Shipping & Delivery Issues

If your concern relates to a delayed, missing, or undelivered shipment rather than a product return, contact our customer support team and provide your order number.

More information is available in our Shipping Policy.