Return Policy
LunellaCare Return & Refund Policy
At LunellaCare, your satisfaction is our top priority. If for any reason you're not completely happy with your purchase, we're here to help. You can return items for a refund, exchange, or store credit under the conditions outlined below.
Eligibility for Returns
Items may be returned within 14 days of the delivery date, provided they meet the following conditions:
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Unused and unopened
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In original, undamaged packaging
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In resellable condition
For hygiene and safety reasons, we cannot accept returns on used beauty or skincare products, unless the item is faulty or damaged upon arrival.
How to Request a Return
To start a return, please contact our support team at info@lunellacare.com. Be sure to include:
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Your order number
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A clear reason for the return
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Photos if the product is damaged, defective, or incorrect
Once approved, we will send you a Return Authorization (RA) number along with return instructions.
Return Shipping Responsibility
Return shipping costs are the responsibility of the customer, unless:
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You received a defective or damaged item
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You received the wrong product or variant
We recommend using a tracked shipping method. LunellaCare is not responsible for lost return shipments.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will cover the return shipping and offer a full refund, exchange, or store credit.
In some cases, we may issue a replacement without requiring the original item to be returned. If you later decide to return the replacement as well, both items must be returned in order to receive a refund. This is a one-time courtesy.
Exchanges
We accept exchanges within 14 days of delivery, provided the product is unused and in its original packaging. Exchanges are only available for products of equal value. If the exchange item costs more, the difference must be paid by the customer.
Return shipping costs for exchanges are the responsibility of the customer.
Non-Returnable Items
Please note the following are not eligible for return:
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Opened or used beauty/skincare items
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Items damaged by misuse or negligence
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Gift cards or promotional items
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Final sale or clearance products
Restocking Fee
A 15% restocking fee will be deducted from all eligible refunds to cover processing, inspection, and handling costs.
This fee may be waived in certain cases, such as:
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You received a defective or damaged product
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You received the wrong item and a replacement is not available
Each waiver request is assessed individually.
Refund Process
Once we receive and inspect your return, you’ll receive a confirmation. Approved refunds are processed to your original payment method within 5–10 business days, depending on your financial institution.
Policy Updates
LunellaCare reserves the right to change this policy at any time. Updates take effect immediately once published on our website.
If you have any questions or need support, feel free to contact us at info@lunellacare.com — we're always happy to assist!
