Refund policy

Thank you for shopping with LUNELLE. LUNELLE is operated by HATHAVEN APPAREL LLC. We want you to feel confident when purchasing from us. This policy explains our return, exchange, and refund procedures.

1. 30-Day Return Period

You may request a return within 30 calendar days after your order is delivered.

The return period begins on the delivery date shown in the carrier’s tracking information.

Before returning an item, you must contact LUNELLE Customer Support at:

Email: support@hathavenwear.com

Returns sent without prior authorization or to an unauthorized address may be delayed, refused, or returned to the sender.

2. Return Eligibility

We accept returns of defective and non-defective products.

To qualify for a return, the item must:

  • Be new, unused, unworn, or only briefly tried on indoors;

  • Remain in its original condition;

  • Be free from washing, stains, odors, damage, excessive wear, or alterations;

  • Include the original tags, accessories, and packaging when applicable; and

  • Be accompanied by proof of purchase or a valid order number.

Items that have only been briefly tried on indoors may be accepted, provided they remain clean, undamaged, unwashed, and suitable for resale.

We may refuse a return or reduce the refund if an item does not meet these conditions, except when the item was defective, damaged, or incorrect upon delivery.

3. Non-Returnable Items

The following items cannot be returned:

  • Items showing signs of washing, stains, odors, damage, alteration, or excessive wear;

  • Items missing original tags when tags were supplied;

  • Gift cards;

  • Final-sale or clearance items clearly marked as non-returnable before purchase; and

  • Items specifically identified as non-returnable on the product page before purchase.

These restrictions do not apply when an item arrives defective, damaged, or incorrect due to our error.

4. How to Request a Return

To request a return, email support@hathavenwear.com within 30 calendar days after delivery and provide:

  • Your full name;

  • Your order number;

  • The item you wish to return;

  • The reason for the return; and

  • Clear photographs if the item is defective, damaged, or incorrect.

Our customer service team normally responds within 1–2 business days.

If your return is approved, we will provide the authorized return address, return instructions, and a free prepaid return shipping label.

The return label is not included in the original package. The approved label will be provided electronically for you to download and print.

Please do not mail an item before receiving return authorization and instructions.

Returns must be sent by mail. We do not accept in-person returns or customer drop-offs at our business address.

5. Return Shipping Costs

LUNELLE provides a free prepaid return shipping label for all eligible approved returns, including:

  • Returns caused by personal preference;

  • Incorrect sizing;

  • Defective or damaged items;

  • Incorrect items; and

  • Other approved returns that meet this policy.

Customers will not be charged for the prepaid return label provided by LUNELLE.

The free label must be obtained through our customer service team. We cannot reimburse shipping charges paid independently by the customer without prior written authorization.

6. Restocking Fees

LUNELLE does not charge a restocking fee for eligible returns.

Standard shipping on all U.S. orders is free. Because no original standard shipping charge is collected, there is no standard shipping charge to refund.

7. Refund Processing

Once the returned item has been received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5 calendar days after we receive and inspect the returned item.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account. This additional bank processing time is outside our control.

8. Exchanges

We accept exchanges for eligible items requested within 30 calendar days after delivery.

To request an exchange, email support@hathavenwear.com and provide:

  • Your order number;

  • The item you wish to exchange; and

  • The replacement item or size requested.

Approved exchanges qualify for a free prepaid return shipping label.

Exchanges are subject to product availability and the same eligibility requirements that apply to returns. If the requested replacement is unavailable, we may provide a refund to the original payment method.

9. Defective, Damaged, or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives defective, damaged, or incorrect, contact us as soon as possible at support@hathavenwear.com.

Include your order number and clear photographs showing the issue. If the issue is confirmed, LUNELLE will provide a free prepaid return shipping label and an appropriate replacement or refund.

10. Order Cancellations

Orders may be cancelled before they enter the fulfillment process.

Once an order has entered fulfillment or has shipped, it cannot be cancelled. After delivery, the order must follow the return procedure described in this policy.

To request cancellation, contact support@hathavenwear.com as soon as possible. We cannot guarantee that a cancellation request will be completed before fulfillment begins.

11. Contact Information

LUNELLE
Operated by HATHAVEN APPAREL LLC

Email: support@hathavenwear.com

Business Address:
547 PERRY ST
YPSILANTI, MI 48197-5352
United States

Customer Service Hours:
Monday–Friday
9:00 AM–5:00 PM Eastern Time (ET)

Response Time:
Within 1–2 business days

The business address above should not be used for unauthorized returns. Contact us first and use only the authorized return address and prepaid return label provided by our customer service team.