Refund policy
Last updated: August 31, 2026
At Lunera Comfort, we want you to feel confident trying our products at home. Because comfort can take time to evaluate, eligible purchases are protected by our Comfort Guarantee.
Guarantee terms vary slightly by product category. Please review the details below.
Our Comfort Guarantee
Pillows — 60-Night Comfort Guarantee
Lunera pillows are covered by our 60-Night Comfort Guarantee, beginning on the date your order is delivered.
You may try your pillow at home during the 60-night trial period. If it isn't the right fit for you, you may contact us within 60 days of delivery to request a refund.
Opened and normally used pillows are eligible under the guarantee.
Refund Eligibility
To qualify for a refund under our 60-Night Comfort Guarantee:
- The pillow must have been used for at least 14 consecutive nights to allow for a reasonable adjustment period.
- The request must meet the general terms and limitations of our Comfort Guarantee outlined below.
Insoles — 60-Day Comfort Guarantee
Lunera insoles are covered by our 60-Day Comfort Guarantee, beginning on the date your order is delivered.
You may wear and evaluate your insoles during this period. If they aren't the right fit or do not provide the comfort you expected, you may contact us within 60 days of delivery to request a refund.
Insoles that have been opened, normally worn, or properly trimmed to fit your shoes remain eligible under the guarantee.
First-Trim Fit Promise
We understand that trim-to-fit insoles can occasionally be cut too small on the first attempt.
If you accidentally over-trim your Lunera insoles, contact us within 14 days of delivery with your order number and a photo of the insoles.
For eligible requests, we will provide one complimentary replacement pair per order so you can try again with the correct fit.
Accidental over-trimming is covered by the First-Trim Fit Promise rather than the money-back guarantee.
How to request a refund
To start a refund request, please contact us at:
Please include:
- Your order number
- A brief description of your request
- A photo of the product, if requested by our support team
Photos help us verify the purchase, understand product issues, and improve our products. Additional information may be requested when reasonably necessary to process a claim.
We aim to respond within 24 hours.
Refund processing
We aim to review refund requests within 24–48 hours of receipt.
Once your refund is approved, we will initiate the refund to your original payment method.
The refund will be processed and completed within 7 business days.
Please note that while we complete our processing within this timeframe, the time it takes for the funds to reflect in your account may vary depending on your bank or card provider.
Returns
To request a return or refund under an applicable Lunera Comfort Guarantee, please contact us at support@luneracomfort.com before sending your product back.
Once we review your request, we will provide return instructions if a physical return is required. In some cases, we may provide a prepaid shipping label.
At our discretion, we may issue an approved refund without requiring the product to be returned. Customers should not assume that a return will be waived unless confirmed by our support team.
If we require an eligible product to be returned, you will not be responsible for return shipping or restocking fees.
Products returned without prior authorization may not be accepted. Please do not send products to the business address listed on our website unless instructed to do so by our support team.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after discovering the issue.
We will make it right with an appropriate replacement or refund at no additional cost to you.
Please include your order number and clear photos of the item so our team can resolve the issue quickly.
Guarantee Limitations
Our Comfort Guarantee is designed to give customers a genuine opportunity to try Lunera products and determine whether they are right for them.
The guarantee does not cover:
- Intentional damage
- Damage caused by misuse or use outside the product's intended purpose
- Excessive wear or damage caused by abnormal use
- Lost or stolen products after confirmed delivery
- Purchases from unauthorized third-party sellers
- Fraudulent, repeated, or abusive use of our refund or replacement policies
Lunera Comfort reserves the right to request reasonable information, including proof of purchase and product photos, when necessary to verify a claim.
We may limit or decline guarantee claims where there is reasonable evidence of fraud, misuse, intentional damage, repeated refund activity, multiple claims associated with the same customer, order, payment method, or delivery address, or other activity inconsistent with the intended purpose of the guarantee.
The Comfort Guarantee applies to the original purchaser and to eligible purchases made directly through Lunera Comfort unless otherwise stated.
Late or missing refunds
If an approved refund has not appeared after the expected processing period:
- Check your account again.
- Contact your bank, card issuer, or payment provider, as posting times may vary.
- If you still cannot locate the refund, contact us and we will assist you.
Contact Us
If you have any questions about this policy, please contact us at:
📍 Address: 30 N Gould St Ste N Sheridan, WY 82801
💬 WhatsApp/SMS: +1 (307) 998-1592
(Mon-Fri, 9AM - 5PM EST | Response within 24h)
📧 Email: support@luneracomfort.com
(Average response time: 24h)