Refund policy

LUNARA RETURNS & REFUNDS POLICY

At Lunara, our mission is to support your wellbeing through products designed to help you care for your gut and body throughout every phase of your cycle. We want every customer to have the best possible experience with us.

As part of our commitment to responsible business practices, we are also mindful of our environmental impact. To help reduce our carbon footprint, we no longer include paper invoices in orders. Please carefully read our Returns Policy below before sending any items back to us.


Problems with Your Order

If any issues arise with your order upon delivery, please contact our Customer Care Team within 24 hours of your order showing as ‘delivered’ by the courier.

This timeframe allows us to investigate and resolve the issue promptly.

When contacting us, please include:

  • Clear photos of the issue
  • The outer packaging and shipping label
  • All items received in your parcel

Do not dispose of any packaging or contents before our team reviews the issue, as this may prevent us from investigating further.

Requests submitted after 24 hours may not be eligible for replacement or refund.


Missing Items

If any items are missing upon delivery, you must inform our Customer Care Team within 24 hours of receiving your order.

If you fail to do so, we may not be able to investigate or replace the missing products.


Expiration Dates

All Lunara products are sold with a minimum of 90 days remaining before their Best Before End (BBE) date, unless otherwise stated on the product page at the time of purchase.

We recommend starting your supplements upon receipt to ensure freshness and full efficacy.

We do not accept returns or offer replacements if:

  • The shorter BBE was disclosed at purchase
  • The products remain in date and within the expected period of use

We also advise against stockpiling products, as we cannot guarantee longer shelf life beyond the BBE date displayed.


Requesting a Return

To request a return, please email help@lunaracycle.com with:

  • Your order number
  • Photos of the product(s) and packaging
  • A short description of the reason for return

 

Our team will review your request and confirm if it meets our returns requirements.

Once approved, we will provide you with the return shipping address.

Please note:

  • You are responsible for all return shipping costs.
  • You are fully liable for the package until it reaches us.
  • We recommend using a tracked, insured service.

 

Refunds (if applicable):

Once your return is received and inspected, we will notify you by email of approval or rejection.

If approved, your refund will be processed to your original payment method within 7–10 working days.

We are not responsible for any returned parcels lost in transit, so please use a tracked delivery option.

If your refund has not appeared after 10 working days, please first check with your bank or card provider, as processing times can vary.


Refunds on Shipping Fees

Shipping fees are non-refundable, except where the issue is due to an error on our part or by the courier.

Examples where shipping will not be refunded:

  • You changed your mind after dispatch
  • You missed your delivery
  • You returned the order due to personal preference

Shipping costs will only be refunded if Lunara or the courier is at fault.

 

We Cannot Accept Returns If:

  • The product is not in its original condition, is damaged, or missing parts (not due to our error).
  • The return request was made more than 14 days after delivery (unless tracking proves the return was initiated earlier).
  • The returned parcel lacks identifying information (name, order number, reason for return, product details).
  • The parcel becomes lost or damaged in transit back to us.

 

Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

  1. Check your bank or credit card account again.
  2. Contact your card provider or bank - processing times vary.
  3. If still unresolved, contact us at help@lunaracycle.com for assistance.


Returned or Missed Orders

If an order is returned to us due to missed delivery or refusal to accept, we can resend your order once you have paid for the redelivery shipping cost.

If the return was due to an error by Lunara, we will resend at no additional cost.

 

Exchanges

We only replace items if they are defective or damaged.

To request an exchange for the same product, please contact help@lunaracycle.com with photos and a description of the issues.

 

Changed Your Mind

If you no longer wish to receive your order and it has not yet been delivered, you can:

  • Refuse delivery when the courier attempts to deliver, or
  • Contact help@lunaracycle.com as soon as possible to request cancellation.

Please note, our dispatch window is short, and we cannot guarantee cancellation once your order has been processed.

If your order has already shipped, you may return it at your own cost once received, but original shipping fees will not be refunded.


Contact Us

For all return or order enquiries, please reach out to our Customer Care Team at:

help@lunaracycle.com