Política de reembolso
Refund Policy
Last updated: August 13, 2026
30-Day Money-Back Guarantee
At Lunelle, we stand behind the quality of our products and want you to shop with confidence. That's why we offer a 30-Day Money-Back Guarantee under the terms outlined below. Please read this policy carefully before placing your order, as it forms part of our Terms of Service.
Eligibility for Refunds
To be eligible for a refund under our 30-Day Money-Back Guarantee, all of the following conditions must be met:
- The refund request must be submitted to our customer support team within 30 days of the confirmed delivery date, as shown by carrier tracking
- The request must be made by the original purchaser using the email address associated with the order
- The order number must be included in the request
Additional terms:
- Shipping and handling fees are non-refundable
- As a hygiene-first personal care brand, we do not require or accept product returns; approved refunds are issued without the need to ship anything back
- Refunds are issued only to the original payment method used at purchase; we cannot issue refunds to a different card, account, or payment method
- Where an order included a promotional discount, the refund amount is based on the price actually paid, not the retail price
Refund eligibility is strictly limited to the 30-day window from the confirmed delivery date. If no delivery confirmation is available, the window is measured as 30 days from the latest estimated delivery date stated in our Shipping Policy.
Refund Processing Time
Approved refunds are processed within 3–5 business days of approval. Once processed, please allow 5–10 business days for the funds to appear on your statement, depending on your bank or card issuer. If a refund has not appeared after 15 business days, please contact us with your order number and we will provide the refund transaction reference.
Non-Eligible Refunds
The following are not eligible for refunds:
- Refund requests submitted after the 30-day guarantee period has expired
- Subscription renewal charges for billing periods where the customer did not cancel before the renewal date, subject to the Subscription terms below
- Orders refused at delivery or returned to sender without prior contact with our support team
- Requests arising from delivery delays that remain within the timeframes described in our Shipping Policy
- Requests made outside the stated policy terms
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the item and packaging. We will make it right with a replacement or refund at no additional cost to you. This remedy is separate from, and does not reduce, your rights under the 30-Day Money-Back Guarantee.
Subscriptions
Subscription Orders. Lunelle offers products that can be purchased through a subscription, which will automatically renew unless canceled. If you sign up for a subscription, you will be charged through the payment method you provide every 30 days, or at the delivery cadence you selected at checkout ("billing period"). The subscription terms, price, and renewal cadence are clearly disclosed at checkout before purchase. By submitting your initial subscription order, you expressly agree to the auto-renewal terms and this policy.
Cancellation of Subscription. You may cancel your subscription at any time, free of charge, through your customer portal or by emailing our support team at thelunellebeauty@gmail.com. To avoid being charged for the next billing period, cancellation must be completed before your next renewal date. Cancellations take effect at the end of the current billing period; products already paid for will still be shipped. We will send a reminder of your renewal in accordance with applicable law.
Refunds on Subscription Charges. Each subscription shipment carries its own 30-day money-back window measured from that shipment's confirmed delivery date. Renewal charges themselves are not refundable solely because the customer forgot to cancel; it is the customer's responsibility to manage, pause, or cancel the subscription before renewal. However, if a renewal charge is disputed within 72 hours of billing and the renewal order has not yet shipped, we will cancel and refund that renewal in full as a courtesy.
Billing Information. You are responsible for providing current, complete, and accurate billing information and for promptly updating it (e.g., change in billing address, card number, or expiration date). Updates can be made through the customer portal or by contacting support.
Chargebacks & Disputes
We are committed to resolving any issue directly and quickly. If you have a concern about a charge, please contact our support team before initiating a chargeback with your bank — most issues are resolved within 1 business day. Chargebacks filed without prior contact may delay resolution, and we reserve the right to contest disputes with order, delivery, and communication records.
Agreement to Policy
By completing a purchase on our website, you acknowledge and agree to this Refund Policy in full, including all eligibility requirements and limitations. This policy does not limit any non-waivable rights you may have under applicable consumer protection law.
Contact Customer Support
If you have questions regarding refund eligibility, please contact our Customer Support team within the 30-day window at thelunellebeauty@gmail.com with your order number. We respond to all inquiries within 1 business day (Monday–Friday).