Refund policy
Return & Refund Policy
At Lunessa Skincare, we take product quality and customer satisfaction seriously. Every order is carefully checked before dispatch to ensure that you receive your products in proper condition.
Returns
We currently do not accept returns or exchanges for products due to change of mind, personal preference, or incorrect selection made by the customer.
However, if you receive a wrong, damaged, defective, or incorrect product, you may contact our customer support team within 48 hours of delivery.
Eligibility for Replacement or Refund
A replacement or refund request may be considered if:
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You received a damaged or defective product.
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You received a product different from what you ordered.
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The product was damaged during transit.
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The request is submitted within 48 hours of receiving the order.
Requests made after 48 hours from delivery may not be accepted.
How to Raise a Request
To help us verify and resolve your issue quickly, please contact us with:
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Your order number.
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A clear unboxing video showing the package being opened and the issue with the product.
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Clear photographs of the damaged, defective, or incorrect product.
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A copy or photograph of the physical invoice, if provided with the order.
Please send the required information to:
Email: Samuelkart70@gmail.com
Phone: +91 92142 45433
Conditions for Approval
A return, replacement, or refund will not be accepted if:
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The product has been used.
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The product seal, packaging, or tags have been removed or damaged.
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The product has been altered or tampered with.
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The product's serial number, barcode, or identification label has been removed or modified.
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The issue is reported after the 48-hour eligibility period.
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Sufficient photo or video evidence is not provided when requested.
Verification & Resolution
Once we receive your request, our customer support team will review the information provided.
If your request is verified and approved, we may offer an appropriate resolution depending on the situation, including:
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Replacement of the product, or
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Refund of the eligible amount.
In certain cases, you may be required to return the damaged, defective, or incorrect product before a replacement or refund is processed.
Returned products may be inspected upon receipt. If the product does not meet the eligibility requirements, the refund or replacement request may be rejected.
Refund Process
Once an eligible refund has been approved:
Prepaid / Online Payment Orders
For orders paid through debit card, credit card, UPI, net banking, wallet, or another online payment method, the refund will be processed to the original payment method, wherever possible.
Refunds are generally processed within 7 working days after approval. Your bank or payment provider may require additional time to reflect the amount in your account.
Cash on Delivery (COD) Orders
For eligible COD orders, refunds will be processed to the customer's provided bank account or another supported payment method.
COD refunds may take up to 14 working days after approval and receipt of the required refund details.
Shipping Charges
Original shipping charges, COD charges, convenience fees, or other non-refundable charges may not be refunded unless the issue occurred due to an incorrect, defective, or damaged product supplied by us.
If a return is approved because of an error from our side, applicable return shipping arrangements will be communicated by our support team.
Cancellation
Order cancellation requests should be submitted as soon as possible after placing the order.
Once an order has been packed, dispatched, or handed over to the courier partner, cancellation may no longer be possible.
Contact Information
For questions regarding returns, refunds, replacements, or damaged products, contact us at:
Business / Store Name: [Your Store Name]
Email: Samuelkart70@gmail.com
Phone: +91 92142 45433
Business Address: C72, First Floor, Gali No. 5, Amritpuri Garhi East, New Delhi, South Delhi, Delhi – 110065, India
By placing an order with [Your Store Name], you acknowledge and agree to the terms stated in this Return & Refund Policy.