Refund policy

Last updated: 8 September 2026

At The Lunavia Aesthetics, we want you to be completely satisfied with your purchase. We carefully inspect and pack every order before dispatch. If you receive a product that is damaged, defective, incorrect, or has an issue with your order, please contact us and we will be happy to assist you.

Because our products include skincare, beauty and personal-care products, we follow strict hygiene standards. For this reason, we do not accept returns of products that have been opened, used, tested or tampered with, except where required by applicable law.

1. Eligibility for Returns

You may request a return or replacement if:

You received the wrong product.
The product was damaged during delivery.
The product is defective or has a manufacturing issue.
The product received is materially different from what you ordered.
Your order contains a missing product or incorrect quantity.

To be eligible, the product must generally be:

Unused and unopened.
In its original packaging.
In the same condition in which it was received.
Accompanied by the order number and relevant purchase details.

For damaged or incorrect orders, please contact us even if the outer packaging or product packaging has been affected.

2. Return/Replacement Request Period

Please contact us within 7 days of delivery if you receive a damaged, defective, incorrect or incomplete order.

Requests submitted after 7 days may not be eligible for return, replacement or refund unless otherwise required by applicable law.

3. How to Request a Return

To initiate a return or replacement, contact us at:

Email: [YOUR EMAIL ADDRESS]
Phone/WhatsApp: [YOUR PHONE NUMBER]

Please provide:

Your order number.
Your name and contact details.
A description of the issue.
Clear photographs of the product.
Photographs of the outer packaging and shipping label, if the product arrived damaged or incorrect.
A short unboxing video, where available.

For certain claims, we may request additional photographs, videos or information to verify the issue.

Important: Please do not send the product back before receiving confirmation from our customer-support team. Unauthorized returns may not be accepted.

4. Damaged Products

If your product arrives damaged, please contact us within 7 days of delivery.

We may ask you to provide photographs/videos showing:

The shipping package.
The product box/package.
The damaged product.
The shipping label/order label.

After verification, we may offer:

A replacement product, or
A refund, depending on availability and circumstances.

If a replacement is approved and the same product is unavailable, we may offer an appropriate alternative or refund.

5. Wrong Product Received

If you receive a product different from the one you ordered, contact us within 7 days of delivery.

After verification, we will arrange an appropriate resolution, which may include:

Replacement with the correct product, or
Refund of the affected product.

Where the incorrect product needs to be returned, we will provide return instructions.

6. Defective Products

If you believe a product has a manufacturing defect or another genuine product-related issue, contact us within 7 days of delivery.

Our team may review the issue and, where necessary, request photographs, videos or other information.

If the issue is verified, we may provide a replacement or refund, depending on the circumstances.

Normal variations in colour, texture, fragrance or appearance that can occur due to ingredients, manufacturing batches, storage conditions or product characteristics may not necessarily constitute a defect.

7. Products That Cannot Be Returned

For hygiene, safety and product-integrity reasons, we generally do not accept returns for:

Products that have been opened or used.
Products that have been tested or applied to the skin.
Products with broken or removed seals.
Products damaged after delivery due to improper storage or handling.
Products returned without prior authorization.
Products purchased through unauthorized sellers or third parties.
Products returned after the applicable return period.
Products where the issue is based solely on personal preference or change of mind.

This policy does not limit any rights you may have under applicable consumer protection laws.

8. Change of Mind

We currently do not offer returns or refunds simply because you have changed your mind, selected the wrong product, no longer want the product, or do not like the product after opening/using it.

We strongly recommend reviewing the product description, ingredients, usage instructions and other product information before placing your order.

If you are unsure which product is appropriate for your routine, please contact our support team before purchasing.

9. Refunds

Once an approved return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will generally be processed to the original payment method, subject to the payment method and applicable processing timelines.

Depending on your bank, card issuer or payment provider, it may take additional business days for the refunded amount to appear in your account.

We are not responsible for delays caused by banks, payment gateways or other financial institutions.

10. Shipping Charges

Original shipping charges, if any, may generally be non-refundable except where the return is due to an error on our part, a damaged product, a defective product, or where otherwise required by applicable law.

If a return or replacement is approved because you received a wrong, damaged or defective product, we will provide appropriate return instructions.

11. Return Shipping

For approved returns, we will inform you whether the product needs to be shipped back.

Do not ship any product to us without receiving return instructions from our team.

If a return is sent without prior authorization, we reserve the right to refuse delivery or decline the return request.

12. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible after placing the order.

Cancellation requests can only be accepted if the order has not already been processed, packed or shipped.

Once an order has been shipped, it may no longer be possible to cancel it.

If a cancellation is successfully approved, any eligible refund will be processed to the original payment method.

13. Incorrect Address or Failed Delivery

Customers are responsible for providing a complete and accurate shipping address and contact information.

If an order is returned to us because of:

Incorrect address.
Incomplete address.
Incorrect phone number.
Customer unavailable to receive the shipment.
Repeated delivery failure.
Refusal to accept the shipment.

additional shipping charges may apply if we need to resend the order.

Any refund in such circumstances may be processed after deducting applicable shipping, return-to-origin or other charges, where permitted by applicable law.

14. Products Marked as Final Sale

Products specifically marked as Final Sale, where applicable, may not be eligible for return or refund except in cases involving damage, defect, incorrect product or other circumstances required by applicable law.

15. Refund Fraud & Abuse

We reserve the right to investigate suspicious, fraudulent or abusive return/refund requests.

This may include repeated claims of damaged products, false delivery claims, manipulated photographs/videos, unauthorized returns or unusual patterns of refund requests.

Where permitted by law, we may refuse a refund or replacement if the claim cannot be reasonably verified.