Payment & Security Policy

At Lunella, we want customers to feel safe and confident when shopping with us. This Payment & Security Policy explains how payments are handled, how we protect customer information, and what to do if there is a payment issue.

1. Accepted Payment Methods

Lunella accepts the payment methods displayed at checkout.

Depending on availability, payment options may include secure online card payments, instant EFT, bank transfer, QR payments, or other approved payment methods offered through our payment partners.

All available payment options will be shown clearly before you complete your order.

2. Secure Checkout

Payments made through our website are processed through secure third-party payment providers.

Lunella does not store your full debit card or credit card details on our website.

Card and payment details are handled securely by approved payment providers using their own security systems, encryption, fraud prevention tools, and payment protection processes.

3. Payment Confirmation

Your order will only be processed once payment has been successfully confirmed.

If your payment is declined, cancelled, incomplete, or not received, your order may not be processed.

Once payment is successful, you may receive an order confirmation by email, SMS, WhatsApp, or through the website checkout process.

4. Manual EFT or Bank Transfer Payments

If manual EFT or bank transfer is available at checkout, customers must use the correct payment reference when making payment.

Orders paid by EFT or bank transfer may only be processed once payment reflects or has been verified.

To avoid delays, please send proof of payment if requested.

Lunella will not be responsible for delays caused by incorrect payment references, incomplete payment information, delayed bank processing, or payments made to incorrect account details.

5. Failed Payments

A payment may fail for different reasons, including insufficient funds, incorrect card details, bank security checks, expired cards, network issues, or payment provider errors.

If your payment fails, please try again or contact your bank or payment provider for assistance.

If you believe money was deducted but your order was not confirmed, please contact us with:

• Your full name

• Your order number, if available

• Proof of payment or bank notification

• Date and time of payment

• Payment amount

We will investigate and assist as quickly as possible.

6. Duplicate Payments

If you believe you were charged more than once for the same order, please contact us immediately.

Once the duplicate payment is confirmed, Lunella will assist with a refund where applicable.

Refund processing times may depend on your bank, payment method, or payment provider.

7. Refunds and Payment Reversals

Approved refunds are usually processed back to the original payment method where possible.

Refunds may take several business days to reflect, depending on your bank or payment provider.

Refunds are handled according to our Returns & Refunds Policy.

8. Fraud Prevention and Order Verification

To protect our customers, our business, and our payment partners, Lunella may review or verify certain orders before dispatch.

We reserve the right to delay, cancel, or refuse an order if fraud, suspicious activity, unauthorised payment, incorrect details, or misuse of promotions is suspected.

In some cases, we may request additional information to confirm the order before it is processed.

9. Customer Responsibility

Customers are responsible for making sure that payment details, billing details, delivery details, and contact information are accurate before completing an order.

Please do not share your banking details, card details, OTPs, passwords, or payment login information with anyone.

Lunella will never ask customers to share card PINs, banking passwords, or one-time passwords by WhatsApp, email, social media, or phone call.

10. Payment Scams and Unofficial Links

For your safety, only make payment through the official Lunella website checkout or official payment instructions provided by Lunella.

Please be careful of fake pages, fake social media accounts, scam messages, or unofficial payment links.

If you are unsure whether a payment link or message is from Lunella, please contact us before making payment.

11. Pricing and Currency

All prices on our website are shown in South African Rand (ZAR) unless stated otherwise.

Delivery fees, if applicable, will be shown at checkout before you complete payment.

Prices may change from time to time, but the amount payable will be shown clearly before checkout is completed.

12. Payment Provider Downtime

From time to time, payment providers, banks, or online payment systems may experience downtime, delays, or technical issues.

If this happens, customers may be unable to complete payment temporarily.

Lunella is not responsible for bank or payment provider downtime, but we will do our best to assist customers where possible.

13. Privacy and Payment Data

Customer personal information is handled according to our Privacy Policy.

Payment information is processed securely by our payment partners. Lunella only receives the information needed to confirm payment, process your order, arrange delivery, provide support, handle refunds, and prevent fraud.

14. Contact Us

For payment questions, failed payments, duplicate payments, refunds, or order support, please contact us:

Email: support@lunella.co.za
WhatsApp: +27 69 735 7149
Instagram: @lunella.za
TikTok: @lunella_za
Facebook: Lunella

Business: Lunella
Country: South Africa