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Shipping & Delivery

 

These Shipping & Delivery Conditions (“Conditions”) govern all orders placed through the LUNARA website [www.thelunara.my]. By submitting an order, you agree to be bound by these Conditions in addition to our Terms & Conditions. In the event of inconsistency, these Conditions shall prevail.

1. Scope of Service

1.1 We currently provide shipping services exclusively within Malaysia (West and East Malaysia). We do not offer international shipping at this time.

2. Order Processing and Acceptance

2.1 By selecting products and proceeding to checkout, you make a binding offer to purchase the selected items. This offer remains subject to our acceptance.

2.2 Acceptance of your order occurs only upon dispatch of the goods, as confirmed by a dispatch confirmation email containing your tracking information.

2.3 We reserve the right to refuse or cancel any order in our sole discretion, including but not limited to where:

  • The product is discontinued or unavailable;
  • Payment authorization via Fiuu (Formerly known as Razer Merchant Services) is declined;
  • Eligibility criteria are not met; or
  • Any other lawful reason arises.

3. Processing Times

3.1 Orders are normally processed and dispatched within two (2) to three (3) business days.

3.2 Please note that "business days" exclude weekends and public holidays in Malaysia. 3.3 Processing times may vary during peak promotional periods or unexpected high-volume events.

4. Delivery Times

4.1 Standard delivery timelines are estimated as follows:

  • West Malaysia: Three (3) to five (5) business days following dispatch.
  • East Malaysia: Seven (7) to ten (10) business days following dispatch.

4.2 While we strive to deliver on time, these timelines are indicative only and do not constitute a guarantee. LUNARA shall not be liable for delays caused by peak periods, severe weather, or other unexpected courier circumstances beyond our reasonable control.

5. Shipping Methods

5.1 Deliveries are carried out by our appointed couriers: DHL or Pos Laju.

5.2 The choice of courier is at the sole discretion of LUNARA based on the delivery location and service efficiency.

5.3 Where certain items in your order are unavailable at the time of dispatch, we reserve the right to deliver available items separately.

6. Delivery Charges

6.1 Shipping fees are calculated as follows:

  • West Malaysia: RM8 flat rate.
  • East Malaysia: RM15 flat rate.
  • Complimentary Shipping: Depending on the promotional mechanics when the order is placed.

6.2 Delivery charges are subject to change at any time without notice. The charges applicable at the time of order placement shall apply.

7. Cancellations

7.1 Orders may only be cancelled within 30 minutes after the order is placed.

7.2 After the specified time, the order will be confirmed and it may not be cancelled, modified, or redirected. Customers are advised to verify all shipping details (especially the recipient's phone number and address) prior to completing payment.

8. Transfer of Risk and Title

8.1 Risk of loss or damage passes to you upon delivery at the designated shipping address provided during checkout.

8.2 Title to the goods transfers concurrently at the point of delivery.

9. Undeliverable Orders

9.1 Orders returned to us due to an incomplete/incorrect address or the repeated unavailability of the recipient may incur additional charges for redelivery.

9.2 LUNARA shall not be responsible for non-delivery resulting from inaccurate or incomplete information supplied by the customer.

10. Lost or Undelivered Parcels

10.1 Any claim for a missing or undelivered parcel must be reported to us within twenty-four (24) hours of the last tracking update or the "Delivered" status notification.

10.2 We will liaise with DHL or Pos Laju to investigate the issue.

10.3 LUNARA shall not be held liable for delays, losses, or damages except where caused directly by our negligence.

11. Amendments

11.1 We reserve the right to amend these Conditions at any time without prior notice. The version in force at the date of the order shall apply.

12. Governing Law

12.1 These Conditions shall be governed by, and construed in accordance with, the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction in respect of any dispute.