Lunella

Returns & Refunds Policy

At Lunella, we want you to feel confident when shopping with us. Every order is packed with care, and we do our best to make sure you receive the correct products in good condition.

This Returns & Refunds Policy explains how we handle returns, exchanges, refunds, damaged items, incorrect items, and hygiene-sensitive products.

1. Return Requests

If you would like to request a return, please contact us as soon as possible using the details below:

Email: support@lunella.co.za
WhatsApp: +27 69 735 7149

Please include:

Your order number
Your full name
The product you would like to return
The reason for the return
Clear photos, if the item is damaged, defective, or incorrect

Once we receive your request, we will review it and guide you through the next steps.

2. Change-of-Mind Returns

If you change your mind about a product, you may contact us within 7 days of receiving your order.

To qualify for a change-of-mind return, the product must be:

Unused
Unopened, where applicable
In its original packaging
In a clean and resellable condition
Returned with all accessories, inserts, manuals, tags, or packaging included

For change-of-mind returns, the customer is responsible for the return courier cost unless Lunella agrees otherwise in writing.

Please do not send any product back before contacting us and receiving return instructions.

3. Hygiene and Personal Care Products

Because Lunella sells feminine wellness, self-care, and hygiene-related products, some items cannot be returned for change of mind once opened, used, worn, or removed from their original sealed packaging.

For hygiene and safety reasons, we cannot accept change-of-mind returns on:

Comfort Period Underwear that has been worn, tried on without protective packaging, washed, or removed from its hygiene seal
Heat Patches that have been opened or used
Pimple Patches that have been opened or used
Any personal care product that has been opened, used, damaged, or is no longer in its original condition
Any item that shows signs of wear, stains, fragrance, washing, use, or tampering

This does not affect your rights if the product is defective, damaged, unsafe, or incorrectly supplied.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can assist you quickly.

Please send us:

Your order number
Photos of the outer packaging
Photos of the damaged, defective, or incorrect item
A short description of the issue

If the product is confirmed to be damaged, defective, or incorrectly supplied, Lunella may offer a replacement, exchange, repair, refund, or another suitable solution depending on the situation, product type, and availability.

5. Defective Products

If a product appears to be defective, please stop using it immediately and contact us.

We may need to inspect the product or request photos, videos, or further information to understand the issue.

A product will not be considered defective where the issue was caused by:

Normal wear and tear
Incorrect use
Misuse, neglect, or accidental damage
Failure to follow product instructions
Damage caused after delivery
Tampering or unauthorised repairs
Damage caused by water, heat, chemicals, or improper storage where not suitable

If the product is confirmed to be defective, we will assist with a fair solution in line with applicable consumer protection laws.

6. Non-Returnable Items

Unless the item is damaged, defective, unsafe, or incorrectly supplied, we cannot accept returns for:

Opened or used hygiene products
Worn or washed underwear
Opened heat patches
Opened pimple patches
Products not in their original condition
Products returned without packaging or accessories
Items damaged after delivery
Gift cards, digital products, or promotional items where applicable
Sale or clearance items marked as final sale, where permitted by law

7. Exchanges

Exchanges may be offered where the item is unused, unopened, in original condition, and eligible for return.

Exchanges are subject to product availability.

If the requested item is out of stock, we may offer a refund, store credit, or another suitable option.

8. Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

If approved, refunds will be processed back to the original payment method where possible.

Please note that refund processing times may vary depending on your bank, payment provider, or payment method.

Delivery fees are usually non-refundable for change-of-mind returns unless the return is due to an error by Lunella, a defective product, or an incorrect item supplied.

9. Return Courier Costs

For change-of-mind returns, the customer is responsible for the cost of returning the item to Lunella.

If the item is confirmed to be defective, damaged on arrival, or incorrectly supplied, Lunella may cover the reasonable return courier cost or arrange collection where appropriate.

Please keep your courier receipt and tracking information until the return has been completed.

10. Failed or Refused Deliveries

If an order is returned to Lunella because the delivery address was incorrect, the customer was unavailable, or the parcel was refused, the customer may be responsible for the cost of resending the order.

If a refund is approved in this situation, the original delivery fee and return courier cost may be deducted where applicable.

11. Refunds for Failed Payments or Duplicate Payments

If you believe you were charged incorrectly, paid twice, or experienced a failed payment, please contact us with proof of payment and your order details.

We will investigate the matter with our payment provider and assist with a refund where applicable.

12. How to Contact Us

For returns, refunds, exchanges, or damaged order support, please contact us:

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

Business: Lunella
Country: South Africa

Please include your order number so we can assist you faster.