Lunella Luxe is committed to clarity and fairness in all return and refund matters. This policy is written in accordance with applicable UK consumer laws, and includes additional guidelines to prevent misuse.

Order Cancellations (Before Shipment)
Once an order has been placed, it cannot be changed or canceled. Processing begins immediately. By placing an order, the customer agrees to immediate fulfillment, which means cancellation is no longer possible.

Right of Withdrawal – Exceptions (After Shipment)
In line with UK consumer guidelines and in consideration of health and safety standards, the following items are not eligible for return:

• Hygiene and personal care products – Items like opened creams, oils, and cosmetics cannot be returned once unsealed due to hygiene reasons.
  
  

• Customized or personalized products – Items made specifically for the customer are non-refundable.
  
  

• Digital products or services – Once a digital item or service is delivered and activated with the customer’s consent, it cannot be refunded.
  
  

Unclaimed Packages
If a package is not collected and is returned to us by the carrier, the following fees will be deducted from any eligible refund:

• Actual shipping costs (both delivery and return).
  
  

• An administrative fee of €10 to cover handling.
  
  

Note: Unclaimed packages do not qualify as valid returns under consumer protection rights.

Refund Restrictions

• Immediate Processing – Our fulfillment process starts right away. Refunds are not possible once the order has entered this phase, unless otherwise agreed.
  
  

• Incorrect Order Information – If incorrect details are submitted (e.g., wrong shipping address or product), the customer is responsible for any additional return or replacement costs.
  
  

Return Conditions

• Products must be returned in their original condition and packaging. Damaged or incomplete items cannot be refunded.
  
  

• Return shipping costs are always the responsibility of the customer.
  
  

• Returns must be sent to our warehouse. Return instructions and address are provided after contacting our support team.
  
  

Non-Returnable Items

• Sale items cannot be returned or refunded unless faulty or incorrectly delivered.
  
  

• Products purchased with gift cards are not eligible for refund.
  
  

• Money-back guarantees apply only when:
  
  

  • The product was damaged during transport.
    
    

  • The product was delivered incomplete.
    
    

We do not accept returns or claims for results affected by improper usage. Always follow the instructions on the packaging.

Limitation of Liability
Lunella Luxe is not liable for delays or errors caused by external factors such as:

• Natural disasters
  
  

• Pandemic situations
  
  

• Delivery service disruptions
  
  

We are also not responsible for issues resulting from incorrect customer-provided information (e.g., invalid delivery address).

Complaints & Claims
If you receive a defective or incorrect product, you may file a claim within 3 years, in line with UK consumer protection standards.

To submit a claim, please contact us at support@lunellaluxe.com and include:

• Your order number
  
  

• A clear description of the issue
  
  

• Photos showing the damage or defect (if possible)
  
  

If your claim is approved, we will refund the full amount, including return shipping costs.

Shipping Policy
We aim to deliver all orders within the estimated timeframe. However, delays caused by third-party carriers or high demand are beyond our control.

Lunella Luxe does not provide compensation for delayed deliveries.

Disclaimer & Results

• Product results may vary between individuals. We do not guarantee specific outcomes, as each person responds differently.
  
  

• We are not liable for injury or damage resulting from improper use of any product.
  
  

Contact Us
If you have any questions about our return or refund policy, please don’t hesitate to get in touch:

📧 Email: support@lunellaluxe.com