Return Policy

Returns and Refunds

Due to the nature of our products, we do not offer refunds, returns, or exchanges once an order has been shipped, unless the items inside the box are damaged on arrival.

Damaged Items

All products are carefully checked for quality before dispatch. While we do our best to ensure safe delivery, sometimes items may be damaged during shipping. If you receive damaged products, please contact us within 14 days using our Contact Form (messages go directly to our support team at support@lunaglow.au) and include photos of the damaged items.

Note: Damage to the box itself does not qualify for a return if the products inside are intact.

Shipping Costs

• Return shipping costs are the responsibility of the buyer, unless the item is faulty or incorrect.
• Shipping fees from your original order are non-refundable.
• We do not offer refunds due to delivery delays.

Starting a Return or Exchange

To request a return or exchange, please use our Contact Form and provide:

• Your order number
• The name of the item(s)
• The reason for the return

If your return is accepted, we will provide instructions for where to send your parcel. Items sent without prior contact will not be accepted.

Returning Items

Once approved, we will provide instructions for returning your damaged items. After we receive and inspect your return, we will notify you by email whether your refund is approved.

Refund Processing

Approved refunds will be processed to your original payment method within a few business days.

Policy Duration

This policy lasts 14 days from the date you receive your order. Unfortunately, we cannot accept returns or offer refunds for damaged items reported after this period.

If Your Refund Is Late

• Check your bank account and credit card statements first.
• Processing times can vary between banks and payment providers.
• If you’ve waited and still haven’t received your refund, please contact us via the Contact Form.