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 unused, in its original condition, perfectly clean, and must include all accessories originally included with your purchase (e.g., user manuals, inserts, and other printed documents). Returned product(s) must not be physically broken or damaged.
• 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 obtaining proof of postage, as we cannot guarantee that we will receive your returned item.
• Photo Evidence: You must provide us with a photo of the item to show that it is in new, unused condition with the seal still intact before returning it.

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, as specified under the Conditions for Return. Please include a note inside the return parcel with your name, order number, and email address to help us locate and process your return quickly.
3. Return Authorisation: Once your return request is approved, we will provide you with the return address. Please note that you have 14 days from the date of approval to return the item(s) to us. The cost of returning the parcel is your responsibility.
4. Track Your Return: Once we receive your return, we will notify you via email. Your refund will be processed within 7 to 10 business days.

Important Notes

• Returning Time Frame: If your return is not received within 14 days of approval, your return request will be cancelled. Late returns may be refused, and additional shipping costs may apply for the return of your items.
• Inspection: We reserve the right to inspect returned items to ensure they are in their original condition, including all original accessories and packaging. If the item shows signs of use beyond what is necessary to assess its functionality or characteristics, or if any parts or accessories are missing, we may either refuse acceptance of the return or deduct an appropriate amount from the refund to reflect the diminished value of the product. Without all parts and accessories originally included with your purchase, Luna&Skin retains the right to refuse acceptance of such a 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: We aim to process your return as quickly as possible. However, please allow up to 10 business days after receipt of the returned item for the refund to reach your account. Refunds will be issued to your original payment method.

Shipping Costs

• Return Shipping Costs: You are responsible for the costs of returning your order. These costs are non-refundable.

Refuse Delivery

• Once an order has been shipped, it cannot be cancelled. If you cancel an order after it has been shipped and refuse delivery, it may result in significant delays, and there is a risk that the item may not be safely returned to us. In such cases, we cannot guarantee a refund, as we are not responsible for lost or mishandled items due to refusal of delivery. In compliance with UK consumer law, we recommend that you accept the delivery and follow the standard return process.

  If you refuse delivery of an order, we will not provide a refund unless the product is successfully returned to us. If the courier loses the item due to refused delivery, we are not responsible, and no refund will be provided. We strongly advise accepting the delivery and following our return process to ensure a smooth and secure refund.

Return Address

• Returns must be sent to the address provided by our customer service team. Please do not send returns to any other address, as we will not be able to process your refund. If you refuse delivery of an order upon its arrival, a refund will not be provided.

Special Policy For Multiple Identical Products

• If you purchase two or more identical products at different prices due to a promotion or discount and wish to return one item, the refund will be calculated based on the average price paid across the items unless both items are returned.

Cancellation Policy

Once an order has been placed, it is automatically sent to our warehouse for processing. Due to the high volume of orders our warehouse receives, we are unable to intercept or cancel the order during the processing stage. Once your order has been shipped, it cannot be cancelled or retracted. If you still wish to return the product after it has been shipped, you must follow our return process.

Defective/Faulty

We sincerely apologise for any inconvenience caused by receiving a defective product. Should your product become faulty within the 12-month warranty period (or within the extended warranty period if purchased), please contact our Customer Care team at support@lunaandskin.com with the following details, and we will work with you to resolve it as soon as possible:

• A description of the issue you’re experiencing
• Your order number or proof of purchase
• Images and/or video of the fault

Our Customer Care team will guide you through troubleshooting tips in an attempt to solve the issue you’re experiencing. We may request additional videos or further actions to help resolve the problem.

If we are unable to solve the issue, we will assist you in submitting a warranty claim to have the item sent back to our facility for inspection and testing. If the product is deemed defective due to manufacturing, we will arrange a suitable replacement or repair within a reasonable time, ensuring minimal inconvenience.

Please note that our warranty does not cover general wear and tear, water damage, modifications, misuse or any damage caused by the user that would make your device unfit for use.

If you have purchased the extended warranty, this will apply beyond the standard 12-month period, covering the same terms.

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.