Return Policy

1. General Provisions

This Return Policy outlines the rules for returning products purchased on LunarPair and complaint procedures.

2. Digital Products (PDF Reports)

In accordance with applicable consumer protection laws, consumers do not have the right to withdraw from the contract for digital content that is not delivered on a physical medium, if the performance has begun with the consumer's express consent before the withdrawal period expires.

2.1. Why Can't PDF Reports Be Returned?

• The report is digital content generated individually based on data provided by the user
• After purchase, the report is delivered immediately (within seconds)
• The user provides express consent for immediate service performance before making payment
• The report can be downloaded multiple times and saved locally

2.2. Complaints for Digital Reports

Complaints are possible in case of:

• Technical errors preventing report download
• Content discrepancies with the order (e.g., incorrect data in the report despite correct input)
• Missing report elements (incomplete content)

In such cases, contact us at: hello@lunarpair.com

3. Physical Products (Cards, Premium Packages)

3.1. Right of Withdrawal (14 Days)

In accordance with consumer protection laws, you have the right to withdraw from the contract within 14 days without giving a reason.

The period begins:

• From the date of product delivery (for playing cards, premium packages)
• If the order consists of multiple products – from delivery of the last product

3.2. How to Withdraw from the Contract?

1. Send a withdrawal statement to: hello@lunarpair.com
2. In the statement, include:
   • Order number
   • Purchase date
   • Account number for refund
3. Return the product to the address you will receive in response

3.3. Physical Product Return Conditions

• Product must be unused and undamaged
• Product must be in original packaging
• Include all accessories and documents you received
• Return shipping costs are borne by the customer

3.4. Refund

After receiving and inspecting the returned product:

• We will refund the full amount paid for the product
• Refund will be made within 14 days of receiving the product
• Refund will be made to the bank account indicated in the statement
• Shipping costs are not refunded (unless the product was defective)

4. Personalized Products

Products created individually to order (e.g., personalized cards with your data) are not returnable, in accordance with consumer protection laws.

Exceptions apply when the product is defective or does not match the order – in such cases, you can file a complaint.

5. Complaints – Defective Products

5.1. Warranty

All physical products are covered by statutory warranty for a period of 2 years from the date of purchase.

5.2. Grounds for Complaint

You can file a complaint if the product:

• Has physical defects (damage, defects)
• Is inconsistent with the description
• Does not function as intended
• Was damaged during transport

5.3. How to File a Complaint?

1. Send a complaint notification to: hello@lunarpair.com
2. Include:
   • Order number
   • Photos of damaged product
   • Description of defect/problem
3. You will receive instructions on next steps

5.4. Complaint Processing

• Complaints will be processed within 14 days
• Depending on the situation, we may:
  • Replace the product with a new one
  • Repair the product
  • Refund the money
  • Reduce the price

6. Contact for Returns and Complaints

7. Alternative Dispute Resolution

Consumers have the right to use alternative dispute resolution methods:

• Consumer Ombudsman
• Trade Inspection Offices
• Permanent consumer arbitration courts at Trade Inspection
• EU ODR Platform: ec.europa.eu/consumers/odr