Return and Refund Policy

Company Name: Million Children's Hearts (Nanjing) Cultural Media Co., Ltd.
Email: service@lunqaver.com

This policy explains the conditions and procedures for requesting a return, reporting an order problem, arranging an exchange, and receiving a refund from Lunqaver™.

1. Standard 30-Day Return Period

A return request may be submitted within 30 calendar days after the order is delivered.

To qualify for review, the product must:

• Remain unused and in the condition in which it was delivered

• Include all original components, accessories, instructions, and tags

• Be placed in its original packaging

• Show no signs of installation, washing, modification, or household use

• Be accompanied by the order number or another valid proof of purchase

Products that do not meet these conditions may be declined or may qualify only for a partial refund where permitted.

2. Requesting Return Authorization

Before sending an item back, contact customer service at:

Email: service@lunqaver.com

Your request should include:

• Your full name

• Order number

• Product name

• Reason for the return

• Photographs when the request concerns damage, defects, missing components, or an incorrect item

If the request is accepted, we will send return instructions and the applicable return destination. Depending on the circumstances and delivery location, we may also provide a return shipping label.

Do not mail a product to an address found on the original parcel or elsewhere on the website unless customer service has specifically confirmed that address for your return. Unauthorized returns may not be accepted or processed.

3. Return Shipping Costs

When a return is requested because the customer changed their mind, ordered the wrong item, or no longer wants the product, return shipping costs may be the customer’s responsibility.

If a prepaid return label is provided for a change-of-mind return, the label cost may be deducted from the approved refund. Any applicable charge will be communicated before the item is returned.

When a verified damaged, defective, or incorrect product is reported within the required period, we will provide an appropriate resolution without charging additional return shipping fees.

Original shipping charges are not refundable unless required by applicable law or the return results from an error attributable to us.

4. Damaged, Defective, Incorrect, or Incomplete Orders

Please examine the package and product promptly after delivery.

If an item arrives damaged, has a manufacturing defect, is different from the item ordered, or is missing components, contact us within 72 hours of delivery.

Please provide:

• Clear photographs of the product

• Photographs of the shipping carton

• A photograph of the shipping label

• A description of the problem

• Your order number

Keep the product, accessories, and packaging until the request has been reviewed. Depending on the circumstances, we may offer replacement parts, a replacement product, a return, or a refund.

5. Items That Cannot Be Returned

Unless applicable law provides otherwise, returns are not accepted for:

• Products used, washed, installed, altered, or damaged after delivery

• Items missing original components, accessories, tags, or packaging

• Personalized, customized, or made-to-order products

• Gift cards

• Products clearly marked as final sale

• Items returned without prior authorization

• Products whose condition makes resale unsuitable after household or food-contact use

• Items damaged through misuse, improper assembly, unsuitable storage, or failure to follow product instructions

If you are uncertain whether an item qualifies, contact us before sending it back.

6. Exchanges

We do not guarantee direct product-for-product exchanges.

To obtain another product, size, color, or variation:

1. Request authorization to return the original item.

2. Wait for the return decision.

3. Place a separate order for the preferred item.

A replacement order is subject to current availability and pricing.

Verified incorrect, damaged, or defective items may be handled separately after review.

7. European Union Right of Withdrawal

Customers in the European Union who purchase eligible goods online may have the right to withdraw from the purchase within 14 days after delivery without providing a reason.

To exercise this right, notify us by email within the applicable 14-day period.

The returned product should include its components and packaging and should not have been handled beyond what is reasonably necessary to examine its nature, characteristics, and function. A reduction in value may apply where handling exceeds that standard.

Customers may be responsible for the direct cost of returning goods under the EU withdrawal right when they have been informed of that responsibility, unless we agree to cover the cost or applicable law requires otherwise.

The withdrawal right does not apply to certain categories, including qualifying personalized products and goods that deteriorate or expire rapidly. Other statutory exceptions may also apply.

This section does not limit any mandatory consumer rights available under applicable European Union or national law.

8. Return Inspection

After an authorized return reaches the designated facility, it will be reviewed to confirm:

• The returned product matches the authorized request

• All components and accessories are present

• The item meets the stated return conditions

• No unreported use, alteration, or damage is present

We will email you after the inspection is completed and inform you whether the refund has been approved, partially approved, or declined.

9. Refund Processing

Approved refunds are issued to the original payment method.

Please allow up to 10 business days for us to submit an approved refund. After submission, your bank, card issuer, or payment provider may require additional time to display the credit in your account.

Shipping fees, return-label costs, and other non-refundable charges may be excluded from the refund where permitted and previously disclosed.

If more than 15 business days have passed since you received confirmation that the refund was approved, contact:

Email: service@lunqaver.com

10. Partial Refunds

A partial refund may be considered when:

• Packaging is missing or substantially damaged

• Accessories, manuals, or components are absent

• The product shows handling beyond reasonable inspection

• The item has decreased in value because of its returned condition

• Return-label charges or other disclosed costs apply

The amount, if any, will be determined after inspection and communicated by email.

11. Order Cancellations

Cancellation requests should be emailed within 12 hours after the order is placed.

A cancellation cannot be guaranteed after an order has entered processing, packaging, or shipment. If the order can no longer be canceled, the customer may request a return after delivery, subject to this policy.

12. Return Destination

Returns must be sent only to the address provided in the return-authorization email.

The company information below is provided for business identification and should not be used as a return address unless customer service gives written authorization.

13. Contact Information

For questions about eligibility, authorization, damaged items, return tracking, or refund status, contact:

Email: service@lunqaver.com
Customer Care Hours: Monday–Friday, 9:00 AM–6:00 PM (EST)

Please include your order number in all return-related correspondence.

Company Information

Company Name: Million Children's Hearts (Nanjing) Cultural Media Co., Ltd.