Refund policy

Returning a Product

At Luna & Solis, we strive to provide you with exceptional products and service. However, we understand that there may be instances where you need to request a refund. Please review our refund policy below to ensure a smooth process: 

1. For your convenience, you have the ability to initiate product return requests directly from your customer account. After you submit a return request and it receives approval, you will promptly receive an email containing detailed shipping instructions.

2. Re-package your return with a note that includes your name and order number.

3. To ensure you qualify for a full refund, please:

   • Check that the safety seal on the product is intact. We will only accept products in original packaging.
   • Ensure the product is well packaged to prevent damage during return shipping.
   • Obtain proof of postage for your records. We recommend using a trackable shipping service for all returns.

Please note that we can only process refunds for returned products that arrive in a re-saleable condition. We do not cover postage costs.

Cancelling an Order

You have the statutory right to cancel your order at any time before it is processed. However, please be aware that our system is fully automated, and once an order is processed, it cannot be cancelled or payments refunded.

If you wish to cancel an order that has already been processed, you can return the items to us once you receive them. We will issue a refund once we have confirmed that the items are in good condition. Please note that you will be responsible for the return postage, and we strongly recommend using a signed-for shipping option.

You also have the statutory right to withdraw from the order after it has been dispatched, but no later than 7 working days after receiving the product. To exercise this right, please email us at hi@lunaandsolis.com with your name, address, and order reference number.

Refund Processing Time

Upon receiving your returned order at our warehouse, we will promptly inspect it and process your refund to your original payment card. Please allow up to 21 days for returns to be processed. After the refund is initiated, it may take 5-10 working days for the transaction to clear through your bank.

We value your satisfaction and aim to provide a seamless returns and cancellations process. If you have any questions or require further assistance, please do not hesitate to contact us at hi@lunaandsolis.com. Thank you for choosing Luna & Solis.