At Lunascents Global, we strive to ensure our customers are satisfied with their purchases. This Return and Refund Policy outlines the terms and conditions for returns, refunds, and exchanges for our retail items, bulk orders, and private label products.
Retail Items
Return Policy
- Time Frame: You have 30 days from the date of purchase to return retail items.
- Eligibility: Items must be unused, in their original packaging, and in the same condition as when you received them.
- Non-Refundable Costs: Shipping costs are non-refundable.
Return Process
- Initiate Return:
- Contact us at hello@lunascentsglobal.com to initiate the return process.
- Provide your order number and reason for return.
- Return Authorization:
- Once your return request is approved, you will receive a return authorization and instructions on how to send your item back to us.
- Shipping:
- You are responsible for paying the return shipping costs.
- Ensure the item is well-packaged to avoid damage during transit.
- Inspection and Refund:
- Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.
Bulk/Private Label Orders
Return and Refund Policy
- Damage or Breakage:
- Any damages or breakages during transit are the responsibility of the freight couriers or covered by insurance. Our products are well-protected and packaged to prevent such issues.
- Wrong Product Sent:
- If we send the wrong product, please contact us immediately at hello@lunascentsglobal.com. We will arrange for the correct product to be sent and provide a refund for the incorrect item.
- Misdelivery:
- Misdeliveries are the responsibility of the courier. We will assist in resolving any delivery issues with the courier company.
International Shipments
- Returns:
- Currently, we do not accept returns for international shipments.
- Refunds:
- Refunds for bulk and private label orders are handled on a case-by-case basis. Please contact us at hello@lunascentsglobal.com with your order details and reason for the refund request.
Exchanges
- Defective or Damaged Items:
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@lunascentsglobal.com and send your item to: [Physical Address].
Scenarios
- Damage or Breakage:
- Any damages or breakages during transit should be claimed with the courier or through insurance. Please document any damage upon receipt and contact the courier directly.
- Wrong Product Sent:
- If you receive the wrong product, please contact us at hello@lunascentsglobal.com. We will send the correct product and issue a refund for the incorrect item.
- Misdelivery:
- Misdeliveries are the responsibility of the courier. We will assist you in filing a claim with the courier company to resolve the issue.
Contact Us
If you have any questions about our return and refund policy or need assistance with your order, please contact us at:
Lunascents Global
Email: hello@lunascentsglobal.com