Return and Refund Policy

Please carefully read this Return and Refund Policy prior to making a purchase. We want you to be completely satisfied with your online purchase.

• 30-Day Return Policy: For all other products, or if the product page does not mention a 90-day guarantee, our standard 30-day return policy applies. You must notify us of your intention to return within 30 days of receiving your item.

Conditions For Return

• Product Condition: The item must be returned in good condition, complete with all accessories originally included with your purchase (such as user manuals, inserts, and other printed documents). Returned products must not be physically broken or damaged beyond normal wear resulting from reasonable use.
• Proof of Purchase: Please include your receipt or proof of purchase with your return.
• Proof of Postage: We strongly recommend using a trackable shipping service and retaining proof of postage. This helps ensure the safe return of your item.
  
• Photo Evidence: You may be asked to provide clear photos or videos of the item prior to return to demonstrate its condition, completeness, and that it has not been altered, modified, or physically damaged beyond reasonable use.

How Do I Return?

1. Start Your Return: Contact us at support@lunaandskin.com with your order number, which can be found in your order confirmation email.
2. Repack Your Items: Carefully repack the items in their original packaging along with all accessories and documents. Please include a note inside the return parcel with your name, order number, and email address to help us process your return efficiently.
3. Return Authorisation: Once your return request is approved, we will provide you with the return address. You have 14 days from the date of approval to return the item(s). Return shipping costs are the responsibility of the customer.
4. Track Your Return: Once we receive your return, we will notify you by email. Refunds are processed within 7 to 10 business days after receipt.

Important Notes

• Returning Time Frame: If your return is not received within 14 days of approval, the return request may be cancelled.
• Inspection: All returned items are inspected upon receipt. If an item shows signs of damage beyond reasonable use, or if accessories are missing, we may deduct an appropriate amount from the refund to reflect diminished value or, in cases of significant damage, be unable to accept the return.
• Providing Information in the Return Parcel: Please ensure that you include a note or write inside the return parcel with your name, order number, and email address to help us locate and process your return quickly. Failure to include this information may result in delays or issues processing your refund.
• Refund Processing: Refunds are issued to the original payment method. Please allow up to 10 business days after receipt of the returned item for the refund to appear in your account.
  

Shipping Costs

• Return Shipping Costs: Return shipping costs are the responsibility of the customer and are non-refundable.

Refuse Delivery

• Once an order has been shipped, it cannot be cancelled. If delivery is refused, a refund can only be processed once the item is successfully returned to us. If the item is lost in transit after refusal, this may delay or affect the refund process. We recommend accepting delivery and following the standard return process to ensure a smooth refund.

Return Address

• Returns must be sent to the return address provided by our customer service team. Returns sent to any other address may not be processed.

Cancellation Policy

Orders are automatically sent for processing shortly after placement. Once an order has been shipped, it cannot be cancelled. If you wish to return the product after shipment, please follow the return process outlined above.

Defective/Faulty

If your product becomes faulty within the 12-month warranty period (or extended warranty period if purchased), please contact support@lunaandskin.com with:

• A description of the issue

• Your order number or proof of purchase

• Images and/or video of the fault

If the issue cannot be resolved through troubleshooting, we will arrange inspection and provide a replacement or repair where appropriate.

Damaged Upon Delivery

• If you notice that the product is damaged upon delivery, please report it as soon as possible and within 3 days of receiving it.

• Do not use the product if it is damaged upon delivery. Using a damaged product may affect your eligibility for a full refund.

• If you fail to report the damage immediately, you may be asked to provide evidence that the product was damaged upon delivery, such as a video of opening the package showing the condition of the item.

90-Day Satisfaction Guarantee

If the product page does not mention a 90-day guarantee, the standard 30-day return policy applies. If the product page explicitly mentions a 90-day guarantee, you have up to 90 days from the date of receiving your item to request a return or refund. For more information, please refer to our 90-Day Money Back Guarantee Policy.

Contact Us

If you have a question about your order please contact our customer service team by sending an email to support@lunaandskin.com. Note that responses can take up to 48 business hours.