Last updated: September 2026
30-day request window
Submit a return request within 30 days after delivery. Approved instructions will state when the return must be dispatched.
Return condition
Preference-based returns must be clean, undamaged, complete, and returned with all puzzle pieces, the storage box, included materials, and original protective packaging. A puzzle may be opened for reasonable inspection, but extensively assembled puzzles, missing pieces, marked pieces, crushed boxes caused after delivery, or other avoidable damage may make a preference-based return ineligible or reduce the refund where law permits.
How to apply
Email service@lunaverovip.com with the order number, product title, reason for the request, and clear photographs when the puzzle is damaged, defective, incomplete, or incorrect. We may request additional information reasonably needed to review the request.
Return address
Do not send a return to our registered company address. After approval, customer service will provide the correct return warehouse address and packing instructions. Unapproved returns may be delayed or may not reach the processing facility.
Return shipping
For a preference-based return, such as a change of mind or an unwanted design, the customer pays return shipping unless mandatory law provides otherwise. Use a trackable service and retain the receipt. If our review confirms transit damage, a material defect, missing pieces, or an incorrect product, lunaveroa will cover reasonable return shipping or provide another no-cost remedy.
Exchanges
Direct exchanges depend on availability. If an exchange cannot be completed, the eligible product may be returned for a refund and a new order placed separately.
Cancellations
Email us within 12 hours after ordering. We will try to cancel if fulfillment has not started. Once processing or dispatch has begun, the order must follow the return process.
Refunds
Returns are inspected on arrival. Approved refunds are issued to the original payment method within 5 business days after inspection. Banks and payment providers may need an additional 5–10 business days to post the funds. Outbound shipping is not refunded for preference-based returns unless required by law or caused by our error.
Non-returnable situations
We cannot accept products not purchased from lunaveroa.com, items returned outside the approved process, or products damaged by misuse, moisture, marking, loss of pieces after delivery, or improper storage. This does not limit statutory rights for defective, incomplete, or misdescribed goods.
Contact information
Shenzhen Yasongxing Technology Co., Ltd.
Room 202, Hainan Pavilion, Haizi Court (Building 4), Fuhao Garden, No. 1007 Banxuegang Avenue, Ma'antang Community, Bantian Subdistrict, Longgang District, Shenzhen, Guangdong, China
Email: service@lunaverovip.com
Phone: +86 18466201881
Customer service: Monday–Friday 9:00 AM – 6:00 PM (GMT+8)
Governing law and jurisdiction
This page is governed by the laws applicable in the People's Republic of China, without excluding mandatory consumer protections that apply in the customer's place of residence. Subject to mandatory law, unresolved disputes will be submitted to the competent courts of Shenzhen, Guangdong, China.