We keep the post-purchase experience as considered as the product itself. If your order is not the right fit, arrives with an issue, or needs to be exchanged, our team is here to help with a process that feels direct, responsive, and easy to follow. The goal is simple: fast guidance, clear next steps, and a support experience that matches the premium standard of the brand.
To begin a return or exchange, contact LUNA support and include your order number, the product involved, and a brief explanation of the request. For damaged, incorrect, or incomplete deliveries, adding a short description and relevant photos helps our team confirm the fastest next step.
Once the request is received, our team checks the order information and determines whether the best resolution is a return, an exchange, or another service action. This keeps the process organized and prevents unnecessary back-and-forth, especially for higher-value electronics such as home theater, smart, mini, or portable projectors.
When returning an item, include the projector and any accessories that arrived with the order whenever possible. Original packaging, protective inserts, and included components help protect the product in transit and support a faster inspection once the shipment is received.
After the returned item is received and reviewed, we complete the approved return or exchange and keep you informed throughout the process. Our objective is not only to resolve the order, but to do so in a way that feels calm, transparent, and dependable from first contact to final update.
A return is usually the best fit when the product no longer matches your needs, when the setup choice was not ideal for your room or use case, or when the delivered order needs to be sent back for review. We keep the steps simple so you can move forward without confusion.
An exchange may be the better option when you want a more suitable model, need support after receiving the wrong item, or need help correcting an order issue while staying with the brand. LUNA’s support team can guide this path with the same clarity as a return request.
Returns and exchanges are supported within 30 days of delivery, giving customers time to assess fit, setup, and overall order satisfaction.
The policy is designed to remove friction from the process while maintaining a premium standard of after-sales service.
Each request is reviewed against the order details so the outcome is accurate, organized, and clearly communicated.
From request start to resolution update, our support team remains available to help with questions, status, and next actions.