Return and Refund Policy

At LunaPure, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Eligibility for Returns

You may request a return if:

  • The product was damaged during delivery.
  • You received the wrong product.
  • The product is defective or expired upon arrival.

To be eligible for a return, the product must:

  • Be unused and in its original condition.
  • Be returned with its original packaging.
  • Be accompanied by proof of purchase or order confirmation.

2. Return Request Time

Return requests must be submitted within 7 days of receiving your order. Requests made after this period may not be eligible for return or replacement.

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Opened or used skincare products.
  • Products damaged due to misuse or improper storage.
  • Items purchased during clearance or special promotional sales (unless received damaged or defective).

4. Refund Process

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds for prepaid orders will be processed to the original payment method within 5–10 business days, depending on your payment provider.
  • For Cash on Delivery (COD) orders, refunds will be made via bank transfer or another agreed payment method after verification.

5. Replacement Policy

If you receive a damaged, defective, or incorrect item, we will arrange a replacement at no additional cost, subject to product availability.

6. Return Shipping

If the return is due to our error (wrong, damaged, or defective product), LunaPure will bear the return shipping costs.

If the return is requested for any other approved reason, the customer may be responsible for the return shipping charges.

7. Cancellation Policy

Orders may be cancelled before they are shipped. Once an order has been dispatched, it cannot be cancelled. In such cases, you may request a return if your order qualifies under this policy.

8. Contact Us

If you have any questions or wish to request a return or refund, please contact our customer support through the Contact Us page or email us at support@lunapure.com. Please include your order number and a brief description of the issue to help us assist you promptly.