Refund and Returns Policy

Overview

Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

At Luna Skin, we are committed to providing premium-quality products and a seamless shopping experience.
If for any reason you’re not completely satisfied with your purchase, please review our refund and returns policy below.

1. Eligibility for Returns

You may return an item within 7 days of receiving your order, provided that:

- The product is unused, unopened, and in its original packaging

- Proof of purchase (invoice or order confirmation) is provided

- The product was purchased directly from www.lunaskin.co.za

Unfortunately, we cannot accept returns of:

- Opened or used skincare and cosmetic products (for hygiene reasons)

- Sale, promotional, or clearance items

- Gift cards or digital downloads

If your return does not meet these conditions, Luna Skin reserves the right to refuse the return.

2. Damaged, Defective, or Incorrect Items

We take great care to ensure your order reaches you in perfect condition.
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving it at:
📧 Jessica@lunaskinco.co.za

Please include:

- Your order number

- A clear photo of the damaged or incorrect item

- A short description of the issue

Once verified, we will gladly replace the item or issue a refund, depending on your preference and stock availability.

3. Refunds

Once your returned item is received and inspected, we’ll notify you via email whether your refund has been approved.
If approved, a refund will be processed within 5–10 business days to your original payment method.

Please note:

- Delivery and shipping fees are non-refundable unless the return is due to an error on our part.

- Refund times may vary depending on your bank or payment provider.

4. Exchanges

At this stage, Luna Skin does not offer direct exchanges.
If you wish to exchange an item, please follow the return process and place a new order once your refund has been processed.

5. Shipping Your Return

To return your item:

- Email Jessica@lunaskinco.co.za to initiate the process.

- Once approved, you’ll receive the return address and instructions.

- Customers are responsible for the cost of return shipping unless the return is due to an error or defect.

We recommend using a trackable courier service and retaining proof of shipment, as we cannot guarantee that we’ll receive your returned item.

6. Non-Delivery or Missing Parcels

If your parcel has not arrived within the estimated delivery time:

- Please contact our courier partner or email Jessica@lunaskinco.co.za with your order number.
  We’ll assist in tracking the order and resolving the issue as quickly as possible.

7. Customer Satisfaction Guarantee

Your satisfaction means everything to us.
If you are unhappy with your experience for any reason, please reach out. Our team will review your concern and do our best to find a fair and positive solution.

8. Contact Us

For any questions about returns, refunds, or exchanges, please contact:
📧 Jessica@lunaskinco.co.za
🌐 www.lunaskin.co.za

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Jessica@lunaskinco.co.za.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

Shipping returns

To return your product, you should mail your product to: Cape Town Warehouse.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Luna Skin Co.