Last updated: September 10, 2026
At LUNEVA we want you to shop with peace of mind. This policy explains when you can return your order or receive a refund, and how to do it. Your statutory rights as a consumer always apply, and this policy does not limit them.
Summary
- 14 days to change your mind if you buy from the European Union or the United Kingdom, with no need to give a reason.
- 30 days if the product arrives damaged, incorrect or incomplete, from any country.
- 2-year legal guarantee in the European Union and the United Kingdom if the product is not as it should be.
1. Right of withdrawal (European Union and United Kingdom)
If you live in the European Union or the United Kingdom, you have 14 calendar days from receiving the product to withdraw from the contract without giving any reason.
How to exercise it: let us know before the deadline expires, through any of these channels:
- From your account or from your order status page, using the withdrawal option.
- By email to ketechebeautycare@gmail.com, giving your name and order number.
- By sending the model form you will find at the end of this policy.
We will confirm receipt of your request without delay and in writing.
Refund: we will return all payments received, including the standard shipping cost of the original order, within a maximum of 14 days from the date you tell us your decision, using the same payment method you used. If you chose a more expensive shipping option than the standard one, we will refund the amount corresponding to standard shipping.
Returning the product: when we receive your request we will tell you whether we need the device sent back. In many cases it will not be necessary and you can keep it. If we do ask you to return it, you must send it within 14 days of your notice and the direct cost of the return is yours to cover. We will give you the exact address; please do not send anything before receiving our instructions.
Handling the product: you may open the package and check the device as you would in a shop. If you have handled it beyond what is necessary to establish its nature, characteristics and functioning, you may be liable for any resulting loss in value, which we would deduct from the refund.
2. Damaged, incorrect or incomplete product
If your order arrives damaged, with an item other than the one you ordered, in the wrong color or version, or with missing components, write to us within 30 days of receiving it and attach photographs or a video showing the problem, including the packaging.
After reviewing the case we will offer you, at no cost to you, a replacement or a full refund. In these cases you will never pay return shipping.
3. Legal guarantee of conformity (European Union and United Kingdom)
The products we sell are covered by the 2-year legal guarantee of conformity from delivery. If during that period the device does not work as it should, or does not match its description, you have the right to repair or replacement and, where that is impossible or disproportionate, to a price reduction or to cancel the contract with a refund.
During the first 12 months, any lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise.
4. Order not received or excessively delayed
If your order has not arrived within 30 days of shipping (Europe, United Kingdom, United States and Canada) or 60 days (all other destinations), let us know and we will arrange a replacement or a full refund.
5. Situations not covered
Beyond the statutory rights described above, we cannot take responsibility for:
- Damage caused by use other than that set out in the manufacturer's manual, drops, contact with water, or tampering with the device.
- Withdrawal requests notified after the 14-day deadline.
- Packages left unclaimed or refused at the destination without telling us.
- Incorrect or incomplete delivery addresses provided when placing the order.
If any of these happens to you, write to us anyway: we will look for the best solution we can.
6. Purchases from other countries
The 14-day right of withdrawal and the 2-year guarantee are mandatory in the European Union and the United Kingdom. If you buy from the United States, Canada, Peru or any other country, sections 2, 4 and 5 of this policy apply, in addition to the rights granted to you by the law of your country of residence.
If you live in Peru, you keep all the rights granted to you by the Consumer Protection and Defense Code.
7. How to contact us
LUNEVA
Urb. Balcones de Umapalca Mz. E-5 Lt. 03, Sabandia, Arequipa 04000, Peru
Email: ketechebeautycare@gmail.com
Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You may also tell us by email.
To LUNEVA, Urb. Balcones de Umapalca Mz. E-5 Lt. 03, Sabandia, Arequipa 04000, Peru — ketechebeautycare@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
- Product: ______________________
- Order number: ______________________
- Order date / date received: ______________________
- Consumer name: ______________________
- Consumer address: ______________________
- Date: ______________________
- Signature (only if sent on paper): ______________________