Refund Policy

Last updated: 14 July 2026

At Lunella, we want you to feel confident when shopping with us. We carefully prepare every order and aim to provide products that are accurately described, safely packed, and delivered in good condition.

This Refund Policy explains how we handle cancellations, returns, exchanges, damaged or incorrect products, defective products, and refunds.

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

1. Contact Us Before Returning an Item

Please contact Lunella before returning any product.

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

Please provide:

• Your full name
• Your order number
• The product concerned
• The reason for your request
• Clear photographs or a short video if the product is damaged, defective, incomplete, or incorrect

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

Products returned without first contacting us may experience processing delays.

2. Cancelling an Order Before Dispatch

Please contact us as soon as possible if you need to cancel or change an order.

Where the order has not yet been dispatched, we will do our best to cancel it and issue a refund to the original payment method.

Once an order has been dispatched, it must be handled through the applicable return process.

3. Seven-Day Cooling-Off Period

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

To qualify, the product must be returned:

• Unused and unworn
• Unwashed
• Unopened where sealed or hygiene packaging applies
• In its original packaging
• With all parts, accessories, instructions, labels, and promotional items included
• In a condition suitable for inspection and resale

For an eligible cooling-off return:

• The customer is responsible for the direct cost of returning the product.
• The refund will be processed in accordance with applicable law.
• The cooling-off right may not apply to products that cannot reasonably be returned because of their nature or condition.

4. Hygiene 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 where the following products have been opened, used, worn, washed, unsealed, or handled in a way that makes resale unsafe:

• Comfort Period Underwear
• Reusable Pads
• Heat Patches
• Pimple Patches
• Stain Removal Spray with a broken seal or signs of use
• Any other sealed personal-care or hygiene-sensitive product

This restriction does not remove your rights where a product is defective, unsafe, damaged, or incorrectly supplied.

5. Defective, Unsafe, or Poor-Quality Products

Products must be of acceptable quality, reasonably suitable for their intended purpose, and free from defects.

If a product is defective, unsafe, or fails to meet applicable quality requirements within six months after delivery, you may be entitled to choose between:

• A refund
• A repair
• A replacement

We may request reasonable evidence of the problem or arrange for the product to be inspected.

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

• Normal wear and tear
• Accidental damage after delivery
• Misuse, abuse, neglect, or improper handling
• Failure to follow the supplied instructions or warnings
• Incorrect 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 cost or arrange collection where appropriate.

6. Damaged, Incorrect, or Incomplete Orders

Please inspect your parcel after delivery.

Contact us promptly, preferably within 48 hours, if:

• The parcel or product arrived damaged
• You received the wrong product
• An item is missing from your order
• The quantity delivered is incorrect

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

Where the issue is confirmed, Lunella will arrange an appropriate solution at no additional cost to you. This may include supplying the missing product, replacing the incorrect or damaged product, or issuing a refund.

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

7. Change-of-Mind Returns

Where no statutory cooling-off or return right applies, Lunella is not required to accept a return simply because you changed your mind, selected the wrong product, or no longer require the item.

However, we may consider a change-of-mind return at our discretion where the product is:

• Unused
• Unopened
• Unwashed and unworn
• In its original packaging
• In a clean and resellable condition
• Returned with all included parts and accessories

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

8. Exchanges

Eligible products may be exchanged subject to product availability.

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

Where an exchange is required because Lunella supplied an incorrect, damaged, or defective product, Lunella will cover the reasonable delivery costs.

For period underwear, reusable pads, and other hygiene-sensitive products, size exchanges can only be considered where the packaging and hygiene protection remain unopened and intact.

9. Bundles and Comfort Kits

For a change-of-mind return involving a bundle or comfort kit, the complete bundle must generally be returned with all products unused, unopened, and in their original condition.

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

Any refund for an individual bundle component will be based on the amount reasonably allocated to that product after accounting for the bundle discount.

10. Condition of Returned Products

Returned products must be securely packaged to prevent damage during transit.

Lunella may refuse a discretionary or change-of-mind return where the product:

• Has been used, worn, washed, or altered
• Is returned with missing parts or accessories
• Has been damaged after delivery
• Shows stains, odours, marks, or signs of use
• Is not the product originally supplied by Lunella
• Is returned in a condition unsuitable for resale

These conditions do not remove a customer’s rights relating to defective, unsafe, damaged, or incorrectly supplied goods.

11. Return Delivery Costs

Return delivery costs depend on the reason for the return.

Cooling-off or approved change-of-mind return:
The customer is responsible for the direct return delivery cost.

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

Please keep all courier receipts and tracking details until your return has been completed.

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

12. Refund Assessment

We will notify you after receiving and assessing the returned product.

Where a refund is approved, it will normally be issued to the original payment method used for the order.

We may request additional banking or verification information where:

• The original payment method cannot accept the refund
• The payment was made by manual EFT
• The original payment method is no longer available
• Additional verification is reasonably necessary to prevent fraud

For security purposes, refunds will not normally be paid to an unrelated third party.

13. Refund Processing Times

Approved refunds are normally initiated within 5–10 business days after the return has been received and approved.

Where a statutory cooling-off period applies, the refund will be processed within the period required by law.

After Lunella processes the refund, your bank or payment provider may require additional time before the funds reflect in your account.

Lunella cannot control bank or payment-provider processing times.

14. Delivery Charges

Where a return results from a defective, damaged, incorrect, or missing product supplied by Lunella, applicable delivery costs will be handled in accordance with consumer law.

For a qualifying statutory cooling-off cancellation, the refund will be handled as required by applicable law, while the direct cost of returning the goods remains the customer’s responsibility.

For a discretionary change-of-mind return outside a statutory return right, original delivery charges may be non-refundable.

15. Duplicate or Incorrect Payments

Please contact us if you believe:

• You were charged more than once
• The amount charged was incorrect
• Payment was deducted but no order was created
• A cancelled payment still appears on your account

Please provide your proof of payment, payment reference, amount, date, and any available order details.

Once a duplicate or incorrect payment has been verified, the appropriate refund will be processed.

16. Unavailable Products

If Lunella cannot fulfil an order because a product is unavailable, we will contact you and offer an appropriate option, which may include:

• A suitable replacement accepted by you
• Store credit accepted by you
• A refund for the unavailable product
• Cancellation and refund of the affected order

We will not substitute a product without your consent.

17. Failed or Refused Deliveries

If a parcel is returned because:

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

The customer may be responsible for the return and redelivery costs.

Any deduction or charge will only be applied where lawful and reasonable.

18. Contact Lunella

For cancellations, returns, exchanges, damaged orders, defective products, or refunds, 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.