Refund policy
RETURNS AND REFUND POLICY
Your Consumer Rights
Under UK Consumer Contracts Regulations, you have the right to cancel your order within 30 days of receiving your products and return them for a full refund. Products must be returned unopened with unbroken seals to qualify for a refund under these rights.
How to Contact Us
If you are not completely satisfied with your order or wish to return an item, please contact us at hello@lunarselfcare.co.uk with your order number as a reference. You can also reach us by messaging us on Facebook, Instagram, or TikTok (@lunarselfcareco) or via the Chatbox at the bottom right-hand corner of the website.
Cancellations
Orders can be cancelled up to 24 hours after the order has been placed. Any time after this will need to be returned using the guidance below.
Returns Within 30 Days
You have 30 days from the date you receive your order to notify us if you wish to return it. To be eligible for a return and refund:
- Products must be unopened with seals intact (whipped soap, sugar scrub, room mist products)
- Scrunchies must have their labels still attached
- Items must be in their original condition
Return Address
Our return address is included on your order packaging. Please email hello@lunarselfcare.co.uk before sending any items back so we can authorise your return and confirm the address if needed.
Return Shipping Costs
Customers are responsible for the cost of return shipping unless the item is faulty, damaged, or we sent the incorrect product. Please note that we can only refund the cost of the products ordered, not the original shipping costs.
Refund Processing
Once we receive your returned item(s) and confirm they meet the return conditions, we will process your refund within 3–5 business days. Refunds will be issued to your original payment method. Please note:
- We can only refund the cost of the products ordered
- We are unable to refund original shipping costs
- The time it takes for the refund to appear in your account may vary depending on your payment provider
Hygiene and Opened Products
Due to hygiene reasons, we cannot accept returns of products that have been opened (if the seal has been broken on whipped soap, sugar scrub, or room mist products, or if labels have been removed from scrunchies).
Opened products will only be replaced or refunded if:
- There is a manufacturing fault
- The incorrect scent was sent
- The product arrived damaged
If a replacement scent is no longer in stock, we will issue a full refund.
Customised and Made-to-Order Items
Customised items or items made to order are not eligible for returns or refunds unless there is a manufacturing fault (such as incorrect spelling) or the product arrived damaged.
Sale Items
Sale items can be returned within 30 days of delivery for a refund in accordance with your statutory consumer rights (provided that they are unopened and in original condition). After 30 days, sale items are final and cannot be returned.
Non-Delivery
If your order hasn't arrived within 10 working days (not including weekends or bank holidays), please contact us immediately at hello@lunarselfcare.co.uk. We may need to send a replacement order, which may take a few additional days. Due to factors outside our control, such as industrial action, we may need to use a different courier to avoid delays. We will always keep customers informed of any postage delays (usually through our social media channels) as soon as we are made aware.
Damaged Items
We pride ourselves on being meticulous with our packaging, but sometimes couriers don't always take care of our parcels, and products may arrive damaged. If this happens:
- Contact us immediately at hello@lunarselfcare.co.uk with photos of the damaged items and your order number
- We will arrange a replacement at no additional cost once we receive the photos, as we require these as evidence for the courier
Questions?
If you have any questions about returns or refunds, or if you haven't received your refund within the expected timeframe, please contact us at hello@lunarselfcare.co.uk as soon as possible.