Terms and Conditions

Eligibility

You may request a return or exchange within 5 days of your order being marked as delivered to the address provided at checkout.

Please note that to be eligible for a return or exchange, the item must be in its original condition and packaging, unopened and unused.

What We Accept

We accept returns or exchanges for the following:

• Damaged or Defective Items
  
  If your item arrives damaged or faulty, please email us within 5 days of delivery with clear photos showing the issue. These images will be compared against warehouse photos taken prior to dispatch to confirm the condition of the item when it left our facility.

Important Notes

• Sale Items
  
  Items marked as on sale are not eligible for refund or exchange, unless they arrive damaged or are lost in transit. Due to constant stock variability during sale periods, we are unable to process returns or exchanges on sale items once dispatched.
• Opened or Used Products
  
  As our products are sealed health, hygiene, and personal care items, we are unable to accept returns on any product that has been opened, unsealed, or used.
• Colour and Packaging Variations
  
  Due to professional photography, studio lighting, and screen calibration, minor colour differences between product images and the actual item may occur. These variations do not constitute a fault. As part of our ongoing effort to reduce packaging waste, product packaging formats (e.g., jar sizes) may be updated — in these cases, the total product quantity you receive will match the amount you ordered.
• Shipping Costs
  
  Return shipping costs are the responsibility of the customer unless the item is faulty or sent in error. We recommend using a trackable service for returns.

How to Request a Return or Exchange

To request a return or exchange, please email us at support@lunalee.store with the following details:

• Full Name
• Order Number
• Reason for return or exchange
• Whether you are requesting a refund or an exchange

Our support team will get back to you as soon as possible with eligibility confirmation and instructions.

By choosing our Subscribe & Save option, you agree to the following terms:

1. Discount

When you subscribe, you receive a 15% discount on your initial order and on every future recurring order for as long as your subscription remains active.

2. Minimum Commitment

• Our subscription service is designed to provide convenience and exclusive savings for loyal customers.
• When you subscribe, you agree to a minimum of two consecutive subscription charges (your initial order plus the following month's order).
• Cancellations before the second billing cycle are not permitted.

3. Billing

• Your first payment will be charged immediately at checkout.
• Your second payment will be automatically billed on the same date of the following month.
• Only after your second billing has been processed can you manage, pause, or cancel your subscription.

4. Cancellation & Management

• After completing the two-month minimum commitment, you may cancel your subscription at any time through your account or by contacting our support team at support@lunalee.store
• If you cancel after your second payment, no further charges will occur.

5. Abuse of Subscription Discounts

• The 15% subscription discount is offered as a benefit to returning customers.
• Customers who attempt to bypass the two-month minimum commitment or otherwise misuse the subscription program may have their orders cancelled and access to subscription benefits restricted.

6. Refunds

Subscription orders follow our standard Return Policy. Please refer to our Returns page for details.

We stand behind the quality of our products. Our 90-Day Money-Back Guarantee is offered on eligible orders, subject to the terms below.

1. Eligibility

The 90-Day Money-Back Guarantee applies only to:

• Products purchased at full retail price (not under any promotional pricing, discount, or sale)
• Orders where the customer has used the product consistently as directed for a minimum of 60 days
• Claims submitted within 90 days of the original order date

2. Exclusions

The 90-Day Money-Back Guarantee does not apply to:

• Sale items, discounted items, or any order purchased using a promotional code or offer
• Subscription (Subscribe & Save) orders
• Orders for which a chargeback or payment dispute has already been opened
• Orders outside the 90-day window from the original purchase date

3. How to Claim

To submit a claim, please email support@lunalee.store with:

• Your order number
• Confirmation of the dates you used the product
• A brief description of your experience

Each claim is reviewed on a case-by-case basis. Approved refunds will be issued back to the original payment method within 10 business days of approval.

4. Statutory Rights

This guarantee is offered in addition to, and does not affect, your statutory rights under applicable consumer law. EU and UK customers should refer to our EU and UK Consumer Rights Policy.

If you are a consumer resident in the European Union (EU) or the United Kingdom (UK), you have additional statutory rights that apply alongside our standard policies. This policy sets out how we honour those rights.

1. 14-Day Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to withdraw from your purchase within 14 days of receiving your goods without giving any reason.

2. How to Exercise This Right

To exercise your right of withdrawal, please email us at support@lunalee.store within 14 days of receiving your order. Please include:

• Your order number
• A clear statement that you wish to withdraw from the contract

3. Exemption for Sealed Health and Hygiene Goods

Under both EU and UK law, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, and which have been unsealed after delivery.

Our products — including CollaGum and LunaLee Grow:Turn Ampoule — are sealed health, hygiene, and personal care items. If you have opened or unsealed the product, your right of withdrawal under this policy no longer applies.

4. Proof of Seal

To process a refund under the 14-day right of withdrawal, we require a clear photograph showing that the product remains sealed and unopened. Once we have verified this, we will process your refund within 14 days of receiving your request, back to the original payment method.

5. Where the Product Has Been Opened

If your product has been opened or unsealed, we are unable to process a full refund under this policy. We may, at our discretion, offer a partial refund as a gesture of goodwill.

6. Return Shipping

If you are entitled to a refund and we require the product to be returned, you will be responsible for the direct cost of return shipping. For most low-value products, we will not require the product to be returned.

7. Faulty or Misdescribed Goods

If your product is faulty, damaged, or materially different from what was described, your full statutory rights apply and nothing in our Terms limits those rights.