Overview
Our refund and returns policy lasts 30 days. Unfortunately, if 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. Certain items are exempt from being returned, including:
- Perishable goods such as food, flowers, or newspapers
- Intimate or sanitary items
- Hazardous materials
- Flammable liquids or gases
Non-Returnable Items
- Gift cards
- Downloadable software products
- Select health and personal care items
To process a return, you’ll need to provide a receipt or proof of purchase. Please note: Do not send your purchase back to the manufacturer.
Partial Refunds
Partial refunds may be granted for the following:
- Items with obvious signs of use
- Opened CDs, DVDs, software, or vinyl records
- Items not in their original condition, damaged, or missing parts (not due to our error)
- Items returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we’ll notify you via email about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a few business days.
Late or Missing Refunds
If you haven’t received your refund yet:
- Recheck your bank account.
- Contact your credit card company—it may take some time for the refund to post.
- Contact your bank, as there may be processing delays.
If you’ve done all this and still haven’t received your refund, please email us at info@lunacosmetix.co.uk.
Sale Items
Only regular-priced items can be refunded. Sale items are non-refundable.
Exchanges
We replace items only if they are defective or damaged. To request an exchange for the same item, email us at info@lunacosmetix.co.uk.
Gifts
If your item was marked as a gift at purchase and shipped directly to you, you’ll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be sent to you.
If the gift wasn’t marked as such or was shipped to the purchaser, the refund will be issued to the gift giver.
Shipping Returns
To return your product, mail it to: London.
For expensive items, consider using a trackable shipping service or purchasing shipping insurance to ensure we receive your returned product.
You are responsible for return shipping costs. These costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted.