STORE POLICIES — Lunessa Play

Last Updated: April 1, 2026

Welcome to Lunessa Play. This page outlines our policies and terms regarding purchases, shipping, returns, exchanges, refunds, privacy, and the use of your personal information.

Customer Support

WhatsApp: +55 18 99790-6035
Email: lunessaplay@gmail.com
Business Hours: Monday through Friday, 9:00 AM–6:00 PM
Average Response Time: Within 24 business hours

Shipping & Delivery
Returns, Exchanges & Refunds
Privacy Policy (LGPD)
Terms & Conditions
Cookies & Similar Technologies
Contact & Support

1. Shipping & Delivery

1.1 Order Processing

After your payment has been confirmed, your order will be processed, packed, and prepared for shipment within 1 business day.

1.2 Delivery Times

Delivery times may vary depending on:

Shipping destination
Product availability
Carrier and logistics conditions

The estimated delivery time will be displayed at checkout before you complete your purchase.

Estimated average delivery time: 7–9 business days.

1.3 Shipping Costs

Shipping costs are automatically calculated at checkout based on the shipping destination and applicable shipping rates.

If a promotion such as free shipping is available, the applicable terms and conditions will be clearly displayed on our website.

1.4 Order Tracking

When tracking information is available, your tracking number will be sent to you by email and/or WhatsApp after your order has been shipped.

1.5 Delivery Attempts and Incorrect Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order is returned because of an incomplete or incorrect address, or because no one was available to receive the package, reshipment may require payment of an additional shipping fee or may be subject to a partial refund, depending on the circumstances and applicable shipping costs.

1.6 Delays and Events Beyond Our Control

Delivery delays may occur due to circumstances beyond our control, including periods of high demand, logistical issues, severe weather, carrier delays, strikes, or local restrictions.

If your order is delayed, our support team will assist you through the available customer service channels.

2. Returns, Exchanges & Refunds

2.1 How to Request a Return, Exchange, or Refund

To request a return, exchange, or refund, please contact us through:

WhatsApp: +55 18 99790-6035
Email: lunessaplay@gmail.com

Please provide:

Order number
Buyer's full name
Reason for the request
Photos or videos, when applicable, especially in cases involving defects or damage

2.2 Return Request Period

Customers have 30 calendar days from the date of delivery to request a return or exchange.

2.3 Product Condition for Returns and Exchanges

For a return or exchange to be eligible, the product must be:

Unused and in its original condition
Unwashed and unworn
In its original packaging, when applicable
Complete with all accessories and included items
With tags and seals intact, when applicable

We reserve the right to deny a return or exchange if the product shows signs of improper use, misuse, damage caused by the customer, or is missing included items or accessories.

2.4 Defective or Damaged Products

If your product arrives defective or damaged, please contact us as soon as possible.

We will review the situation and provide instructions regarding a replacement or refund, depending on the circumstances and supporting evidence, such as photos or videos.

2.5 Refunds

If your refund is approved, it will be issued through the original payment method, unless otherwise agreed or required by applicable law.

Estimated processing time after approval: 1 business day.

Please note that the time required for the funds to appear in your account may vary depending on your payment method, financial institution, or payment processor.

2.6 Return Shipping Costs

Defective or damaged products: We will provide instructions regarding the return process and applicable shipping arrangements.
Returns due to change of mind: The customer may be responsible for return shipping costs, subject to the applicable terms of the order and applicable law.

2.7 Non-Returnable Items

Certain products may not be eligible for return or exchange due to hygiene, personal-use, or other applicable restrictions.

Examples may include:

Intimate products
Opened cosmetics
Personalized products

3. Privacy Policy (LGPD)

Lunessa Play respects your privacy and is committed to protecting your personal information.

We use personal information only as necessary to process orders, provide customer support, maintain website functionality, improve your shopping experience, and fulfill other legitimate business purposes.

3.1 Information We May Collect

We may collect:

Name, email address, and phone number
Shipping and billing addresses
Payment information, which may be processed by third-party payment providers
Order history
Browsing information, such as IP address, device information, and pages visited, when applicable

3.2 How We Use Your Information

We may use your information to:

Process purchases, payments, and deliveries
Provide customer service and support
Prevent fraud and protect website security
Improve our website and customer experience
Send marketing communications when you have provided the necessary authorization, where applicable

3.3 Sharing Information with Third Parties

When necessary for business operations, your information may be shared with essential service providers, including:

Payment processors
Shipping and logistics providers
Email and CRM service providers
Advertising and analytics platforms, when applicable

Information is shared only for purposes necessary to provide our services, operate our business, or improve the customer experience, in accordance with applicable laws.

3.4 Your Rights Under the LGPD

Depending on applicable law, you may request:

Access to your personal information
Correction or updating of your information
Deletion of your information, when applicable
Information about how your data is used and shared

To submit a request, contact us at:

Email: lunessaplay@gmail.com
WhatsApp: +55 18 99790-6035

3.5 Data Security

We implement reasonable security measures designed to protect your personal information.

However, no system or method of transmitting or storing information can be guaranteed to be completely secure.

In the event of a relevant security incident, we will follow applicable procedures for notification, mitigation, and response.

4. Terms & Conditions

By purchasing from Lunessa Play, you agree to these Terms & Conditions.

4.1 About Lunessa Play

Lunessa Play sells women's fashion products and accessories to consumers in the United States.

Business Information:

Business Name: Lunessa Play
CNPJ/Tax ID: 395.929.028-44

4.2 Product Information

We make reasonable efforts to ensure that product descriptions and images accurately represent the products we sell.

However, minor variations may occur due to:

Color differences caused by screen settings or lighting
Product batches or models
Minor specifications provided by suppliers

4.3 Prices and Promotions

Prices and promotional offers may be changed or discontinued at any time without prior notice.

Changes will not affect orders that have already been successfully completed.

4.4 Customer Responsibilities

Customers are responsible for:

Providing accurate and complete information at checkout
Monitoring order-related communications
Ensuring that someone is available to receive the package at the provided delivery address

4.5 Fraud and Unauthorized Use

We reserve the right to cancel or review orders that appear to involve fraudulent activity, unauthorized transactions, or inconsistencies in payment or customer information.

5. Cookies & Similar Technologies

We may use cookies and similar technologies to:

Enable essential website functionality
Remember user preferences
Analyze website performance and improve the customer experience
Personalize advertisements, when applicable

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

6. Contact & Support

Official Support Channels

WhatsApp: +55 18 99790-6035
Email: lunessaplay@gmail.com
Business Hours: Monday through Friday, 9:00 AM–6:00 PM
Average Response Time: Within 24 business hours

If you have any questions about an order, product, return, exchange, refund, or any of our policies, please contact us through one of the official channels above.