Lunella

Returns

Returns Policy

Last updated: 14 July 2026

At Lunella, we want you to feel confident when shopping with us. This Returns Policy explains when products may be returned, which products are not eligible for change-of-mind returns, and how to submit a return request.

Nothing in this policy is intended to limit any rights available to customers under applicable South African consumer protection laws.

1. Contact Us Before Returning a Product

Please contact Lunella before sending any product back to us. Products returned without prior approval or return instructions may experience processing delays.

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

Please include the following information:

Your full name
Your order number
The product you would like to return
The reason for the return
Clear photographs or a short video where relevant

Once your request has been reviewed, we will provide return instructions and the applicable return address.

2. Seven-Day Cooling-Off Period

Where applicable under South African law, you may cancel an eligible online purchase within seven days after receiving the product.

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

Unused and unworn
Unwashed
Unopened where sealed or hygiene packaging applies
In its original packaging
In a clean and resellable condition
Returned with all parts, accessories, instructions, labels, and inserts

For an eligible cooling-off return, the customer is responsible for the direct cost of returning the product.

Certain products may not qualify for a cooling-off return where they cannot reasonably or safely be returned because of their nature or condition, as permitted by law.

3. Hygiene-Sensitive and Personal-Care Products

Some Lunella products are hygiene-sensitive or intended for personal use.

For health and hygiene reasons, we cannot accept change-of-mind returns on the following products once they have been opened, worn, used, washed, unsealed, or removed from their protective hygiene packaging:

Comfort Period Underwear
Reusable Pads
Heat Patches
Pimple Patches
Opened Stain Removal Spray
Any other sealed personal-care or hygiene-sensitive product

Period underwear, reusable pads, and similar products may only be considered for a size or change-of-mind return where the hygiene seal and original packaging remain unopened and intact.

These hygiene restrictions do not remove your rights where a product is defective, damaged, unsafe, or incorrectly supplied.

4. Damaged, Incorrect, or Incomplete Orders

Please inspect your parcel as soon as possible after delivery.

Your product arrived damaged
You received the wrong product
An item is missing from your order
You received the incorrect colour, size, or quantity

Please provide:

Your order number
Photographs of the outer parcel and courier label
Photographs or a video of the product concerned
A short explanation of the issue

Please keep the product, packaging, courier label, and all parcel contents while we investigate.

Where the issue is confirmed, Lunella will arrange an appropriate solution at no additional cost to you.

The 48-hour reporting request helps us investigate courier-related issues quickly and does not limit any rights you may have under applicable law.

5. Defective or Unsafe Products

If a product is defective, unsafe, or does not meet applicable quality requirements, please stop using it and contact us.

Where applicable under South African consumer protection law, defective goods may be returned within six months after delivery. The customer may be entitled to choose between:

A repair
A replacement
A refund

We may request photographs, a video, further information, or an inspection to confirm the nature and cause of the problem.

A product may not qualify as defective where the issue was caused by:

Normal wear and tear
Accidental damage after delivery
Misuse, neglect, or improper handling
Failure to follow the product instructions or warnings
Incorrect cleaning or storage
Exposure to unsuitable water, heat, chemicals, or power sources
Unauthorised alterations, repairs, or tampering

Where a defect is confirmed, Lunella will cover the reasonable return delivery cost or arrange collection where appropriate.

6. Change-of-Mind Returns

Where no statutory return right applies, Lunella may consider a change-of-mind return at our discretion.

The product must be:

Unused and unopened
Unworn and unwashed
In its original packaging
In a clean and resellable condition
Returned with all accessories and included items

Change-of-mind returns will not be accepted for products showing signs of use, wear, washing, staining, odour, damage, tampering, or missing packaging.

The customer is responsible for return delivery costs for an approved change-of-mind return.

7. Size, Colour, or Product Exchanges

Eligible products may be exchanged subject to product availability.

Where an exchange is requested because the customer selected the wrong size, colour, or product, the customer may be responsible for the return and replacement delivery costs.

Hygiene-sensitive products can only be exchanged if they remain unopened, unused, unworn, unwashed, and protected by their original hygiene packaging.

Where Lunella supplied the wrong product, size, colour, or quantity, Lunella will cover the reasonable delivery costs.

8. Bundles and Comfort Kits

For a change-of-mind return involving a bundle or comfort kit, the complete bundle must generally be returned.

All products included in the bundle must be unused, unopened, and in their original condition and packaging.

If only one component is damaged, defective, missing, or incorrectly supplied, we may resolve the affected component separately without requiring the entire bundle to be returned.

9. Products That Cannot Be Returned for Change of Mind

Unless the product is defective, unsafe, damaged, or incorrectly supplied, we cannot accept change-of-mind returns for:

Opened, used, or worn hygiene products
Worn or washed period underwear
Opened or used reusable pads
Opened heat patches
Opened pimple patches
Opened personal-care products
Products with broken hygiene seals
Products damaged after delivery
Products with missing packaging, parts, or accessories
Products showing stains, marks, odours, wear, or signs of use
Gift cards or digital products, where applicable

10. Returning Your Product

Products must be securely packaged to prevent damage during return delivery.

We recommend using a tracked courier service and keeping your courier receipt and tracking number until the return has been completed.

Lunella is not responsible for returned parcels that are lost or damaged because an unsuitable or untracked return method was used.

Please do not send a return to any address found online or on a courier label. Contact us first so that we can provide the correct return instructions.

11. Return Delivery Costs

Change-of-mind or cooling-off return:
The customer is responsible for the direct cost of returning the product.

Defective, damaged, incorrect, or incomplete order:
Lunella will cover the reasonable return delivery cost or arrange collection where the issue is confirmed.

Additional delivery charges caused by an incorrect address, failed delivery, or refusal to accept an eligible parcel may be charged to the customer where lawful and reasonable.

12. Returned Product Assessment

After receiving the returned product, Lunella will inspect it and notify you of the outcome.

Change-of-mind returns may be declined where the product does not meet the eligibility conditions set out in this policy.

This does not remove your rights relating to defective, unsafe, damaged, or incorrectly supplied products.

13. Refunds

Where a return qualifies for a refund, the refund will be handled according to our Refund Policy.

14. Failed or Refused Deliveries

A parcel may be returned to Lunella where:

The customer supplied an incorrect or incomplete delivery address
The courier could not contact the customer
The customer repeatedly failed to accept delivery
The parcel was refused without a valid product-related reason

In these circumstances, the customer may be responsible for return and redelivery costs.

15. Contact Lunella

For return requests, damaged orders, defective products, incorrect products, or exchanges, contact us:

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

Business name: Lunella
Country: South Africa

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