Refund policy

Luno Bear is not a toy. Please handle it like a newborn.

Exchange, Return, and Cancellation Terms

Luno Bear is a personalised product, made based on the information provided in your order (such as length, weight, and name). For this reason, your order is binding.

The product cannot be exchanged or returned.

Please check your order details carefully before confirming your order. If you notice an error in the information you provided, please contact Lunovieno immediately.

Failure to collect a parcel is not considered a cancellation or return of the order. If a parcel is not collected, we reserve the right to charge for the shipping costs of resending it.

Complaints

If a customer has received an incorrect or damaged product, they are entitled to receive a replacement. In these situations, the customer will not incur any additional shipping costs. Complaints are handled by email, and the customer should send photos of the product to info@lunovieno.fi.

Every Luno Bear is handmade and personalised in Finland, and each one is unique. Minor visual differences are natural and do not constitute grounds for a complaint.

Nothing in this policy limits or excludes any statutory rights you may have under the applicable consumer protection laws of your country of residence, including any legal guarantee of conformity for defective or non-conforming goods.

A note on the measurements and weight of a personalised product

Luno Bear is carefully finished before delivery, and each bear's length is measured and weight is weighed precisely during production. However, please note that measuring methods and tools can vary, which means small differences in measurement or weight are possible. For this reason, minor deviations from the stated measurements or weight do not constitute grounds for a complaint.

Luno Bear is not a toy. It is a keepsake, and has not been designed for play or use as a toy. The product is durable and of high quality, but we cannot accept complaints for damage caused by play or rough use.

Resolving Disputes

If a dispute arises regarding returns or deliveries, the customer has the right to bring the matter before the relevant national consumer dispute resolution body in their country of residence. A list of consumer dispute resolution entities in the EU Member States, Norway, and Iceland, along with their contact details, is available at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

Finnish customers may also contact the Finnish Consumer Advisory Service (www.kuluttajaneuvonta.fi) before bringing a matter to the Finnish Consumer Disputes Board (www.kuluttajariita.fi).

For any questions, please contact our customer service: info@lunovieno.fi.

Updated 10 August 2026