Terms & conditions
Section 1 — General
By visiting our website, placing an order, or using any of our services, you agree to be bound by these Terms & Conditions ("Terms"). These Terms apply to all users of the website, including customers and browsers. If you do not agree to these Terms, you should not use the website or place an order.
We may update or amend these Terms at any time. Continued use of the website constitutes acceptance of any changes.
Section 2 — About Lunova
Lunova is a consumer brand focused on improving access to hearing support for people with mild to moderate hearing difficulty. We provide products, guidance, onboarding materials, and customer support to help customers make informed decisions and use their devices effectively.
Section 3 — Eligibility & Use of the Website
By using this website, you confirm that you are at least 18 years old and legally capable of entering into a binding agreement. You agree not to use the website or our services for any unlawful or unauthorized purpose.
Section 4 — Product Information & Medical Disclaimer
Lunova does not provide medical, audiological, or healthcare services. Our devices are intended to assist with mild to moderate hearing difficulty, as described on the relevant product pages. They are not intended to diagnose, treat, or manage medical conditions. We encourage customers to seek independent professional advice where appropriate.
Section 5 — Orders & Acceptance
All orders placed through the website are subject to acceptance and availability. We reserve the right to refuse, limit, or cancel any order at our discretion, including where we suspect misuse, resale activity, or inaccurate information.
Section 6 — Pricing & Promotions
Prices are displayed on the website and may change from time to time. Promotional offers or discounts may apply periodically; these are commercial incentives and do not affect the underlying nature of the product or the customer agreement.
Section 7 — Payment
Payment is processed securely at checkout using trusted third-party payment providers. By placing an order, you confirm that the payment information you provide is accurate and that you are authorized to use the payment method.
Section 8 — Shipping & Delivery
Products are shipped using tracked delivery services. Delivery timeframes shown on the website (typically 7–20 business days) are estimates only and not guaranteed. We are not responsible for delays caused by carriers or circumstances beyond our reasonable control. Full details are in our Shipping Policy.
Section 9 — Returns & Refund Policy
9.1 Hygiene & Used-Product Conditions
Because our devices are worn in or around the ear and involve hygiene, conditions apply to returns once an item has been opened or used. This includes hearing devices and any components that enter the ear canal, where resale would be inappropriate. Your statutory rights for genuinely faulty products are not affected and always apply.
9.2 45-Day Satisfaction Guarantee
In addition to your statutory rights, we offer a voluntary 45-day satisfaction guarantee for eligible purchases. This is a commercial guarantee, not a "no-questions-asked" refund, and is subject to reasonable conditions, including:
- The device must be trialled in good faith, including correct fitting, proper use, and a fair adaptation period.
- The device must be intended for mild to moderate hearing difficulty, as stated in the product listing. Use outside this scope is not covered.
- The customer should engage with our support team during the 45-day period if difficulties arise, to allow troubleshooting and guidance.
- Any approved return must include all original packaging and accessories, in re-sellable condition unless otherwise agreed.
9.3 Refund Amounts, Deductions & Costs
If a return is approved under the satisfaction guarantee, refunds may be partial or full depending on usage, condition, and resale potential. The following may apply:
- Reasonable restocking or cleaning fees, in line with hygiene handling.
- Return shipping costs, which are generally the customer's responsibility unless explicitly waived as a goodwill gesture.
9.4 Product Suitability Declaration
By placing an order, you confirm that you have hearing difficulty suitable for the products offered. Use outside the intended scope may void commercial guarantees, without affecting statutory rights relating to defective goods.
9.5 Grounds for Refusing a Return
We reserve the right to refuse a return or refund in cases including, but not limited to:
- No fault is found and the product has been used contrary to the guidance or outside its intended use.
- The product is returned late, without prior agreement, or damaged, incomplete, or in unsanitary condition.
- The customer did not engage with our support team or refused reasonable troubleshooting steps.
- A return is requested solely due to preference (for example, cosmetic or handling preference) after the product has been used.
We aim to treat all refund requests fairly, respectfully, and consistently.
9.6 Goodwill Exceptions
We may, at our sole discretion, offer goodwill-based partial refunds or resolutions even where legal or policy criteria are not met. These gestures are handled case by case and do not establish precedent.
9.7 How to Initiate a Return
To request a return, contact us at contact@getlunova.com with your order number and a brief explanation. We aim to respond within a few business days of receiving a complete return request. Full steps are in our Returns & Refunds Policy.
9.8 Cancellation After Dispatch & Refused Deliveries
Delivery timeframes are estimates only and not guaranteed. If you cancel after dispatch, or a delivery is refused or returned to us as undeliverable, we may deduct the actual outbound and return shipping costs we incurred, plus any reasonable reprocessing fee, from your refund.
Section 10 — Replacements & Support
If a product issue arises, we may arrange a replacement or alternative solution as part of our customer support process. Any replacement supplied is intended to resolve the original issue and does not constitute a new or separate purchase.
Section 11 — Chargebacks, Fraud & Abuse
We reserve the right to dispute chargebacks or refund claims that are inconsistent with order records, delivery confirmation, or customer communications. In cases of suspected fraud or abuse, we may restrict accounts, refuse service, or report incidents to relevant parties.
Section 12 — How Lunova Operates
Lunova works with trusted manufacturing and fulfillment partners to produce and deliver its products. Lunova's role is to operate the platform, manage the customer experience, provide guidance and onboarding, and coordinate sales and after-sales support.
Section 13 — Contractual Framework
Orders placed through this website relate to products supplied through Lunova and its partners. Nothing in these Terms affects a customer's statutory consumer rights under applicable law.
Section 14 — Limitation of Liability
To the maximum extent permitted by law, Lunova shall not be liable for indirect or consequential losses arising from use of the website or products. Nothing in these Terms limits liability where such limitation is not permitted under applicable law.
Section 15 — Indemnity
You agree to indemnify Lunova against losses arising from your breach of these Terms or misuse of the website.
Section 16 — Termination
We may suspend or terminate access to the website or services if these Terms are breached.
Section 17 — Entire Agreement
These Terms constitute the entire agreement between you and Lunova regarding use of the website and services.
Section 18 — Governing Law
These Terms are governed by and construed in accordance with the laws of [the Province of Quebec / applicable Canadian law].
Section 19 — Contact
Questions regarding these Terms can be sent to contact@getlunova.com.