Refund policy

Refund and Return Policy — Lumi & Luna

At Lumi & Luna, we want your shopping experience to be simple, transparent, and reassuring.

Due to the nature of our skincare products and textile items intended for direct skin contact, certain return conditions are necessary to protect both our customers and the quality of our products.

You have 30 days from the date of delivery to contact us regarding an eligible return request.

1. Standard Returns within 30 Days

Eligible items may be returned within 30 days of delivery. For a return to be accepted, the product must meet the category-specific conditions described below.

Return shipping costs for order errors or any other reason not related to a defect on our part are the responsibility of the customer. We recommend contacting our customer service team before shipping any return so that we can provide you with the appropriate instructions.

2. Under-Eye Patches

For hygiene and safety reasons, we cannot accept the return of a jar of patches once the product has been opened or used. It cannot be returned for a simple change of mind, personal preference, or dissatisfaction with the results obtained.

The patches are primarily designed to provide an immediate cosmetic effect of hydration and freshness, and results may vary from person to person. Situations involving a defective product or an eligible allergic reaction are handled separately in the sections below.

3. Silk Pillowcases

For hygiene reasons, a pillowcase that has been used or washed cannot be returned for a change of mind or personal preference regarding color, feel, or comfort. Our pillowcase is made of 100% Mulberry Silk, 19 Momme, and requires proper care to preserve its quality.

4. Defective, Damaged Products, or Order Errors

We obviously want to correct any situation for which Lumi & Luna is responsible. If you receive:

•A damaged product;

•An item with a manufacturing defect;

•The wrong product;

•An incomplete order;

Please contact our customer service team within 30 days of delivery. We may ask for your order number as well as photos or videos to document the situation. Once the problem is confirmed, Lumi & Luna may, as appropriate:

•Replace the item at no cost;

•Ship the missing item;

•Cover the return shipping costs;

•Issue a refund to the original payment method.

In these situations, no return shipping costs will be charged to the customer.

5. Notice Regarding Allergies and Sensitivities

Our under-eye patches contain marine collagen derived from fish. Do not use this product if you have a known allergy to fish.

If you have sensitive skin or are unsure how your skin might react, we recommend performing a patch test on a small area of skin before using the product on your face. Discontinue use immediately in case of irritation, significant redness, discomfort, or any other unusual reaction.

If you experience an allergic reaction after using the patches, please contact our customer service team with:

•Your order number;

•A description of the reaction;

•Photos to help our team better understand the situation (when possible).

We will review your request and, when eligible, may proceed with a refund for the product concerned. This exception does not apply to simple differences in preference, comfort, or cosmetic results.

6. Promotional Gifts

The lip mask offered with the pillowcase and eye patch duo is a promotional gift and has no separate refund value.

7. Non-Returnable Products

Except in the case of a confirmed defect or eligible situation provided for in this policy, we cannot accept the return of:

•Opened or used cosmetic products;

•Used or washed pillowcases;

•Items damaged by the customer;

•Products showing normal wear and tear;

•Items deteriorated due to improper care;

•Incomplete items;

•Promotional gifts.

8. Care and Misuse

Damage resulting from incorrect use or failure to follow care recommendations is not considered a manufacturing defect. For the silk pillowcase, this includes damage associated with the use of harsh products, water that is too hot, bleach, or an inappropriate washing method. We recommend a delicate wash in cold water with a mild detergent and air drying whenever possible.

9. Return Procedure

Before returning a product, please contact our customer service team at: support@thelumiluna.com

Please include:

•Your name;

•Your order number;

•The product concerned;

•The reason for your request;

•Relevant photos or videos (when applicable).

We will then provide you with the next steps and, if a physical return is required, the address to use. Returns sent without prior communication with our customer service team may delay the processing of the request.

10. Refunds

Once the return is received and inspected, we will inform you of the approval or rejection of the refund. When a refund is approved, it will be issued to the original payment method. The time required for the refund to appear on your statement may vary depending on your bank or payment provider.

11. Order Cancellations

We process orders quickly to reduce shipping times. If you wish to modify or cancel an order, please contact us as soon as possible. We will try to help you if the order has not yet been processed or shipped, but we cannot guarantee that a modification or cancellation will be possible. Once the order has been shipped, normal return conditions apply.

12. Incorrect Address or Package Returned to Sender

The customer is responsible for verifying that the address provided at the time of order is accurate and complete. If a package is returned to Lumi & Luna due to an incorrect or incomplete address provided during the order, additional shipping costs may apply for a new shipment. If the address error originates from Lumi & Luna, we will obviously cover the costs necessary to correct the situation.

13. Consumer Rights

This policy aims to define our commercial return and refund conditions. It does not limit the rights to which a customer may be entitled under the consumer protection laws applicable in their place of residence.