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Return & Exchange Policy

Effective Date: August 1, 2026

Welcome to Lunaria.pk. Customer satisfaction is one of our highest priorities. Every skincare and beauty product is carefully inspected before dispatch to ensure it reaches you in excellent condition.

Due to the hygienic and personal nature of skincare and cosmetic products, our Return & Exchange Policy is designed to protect both our customers and product integrity. Please read the following policy carefully before requesting a return, exchange, or refund.

1. Return & Exchange Eligibility

You may request a return or exchange within 7 calendar days of receiving your order if all of the following conditions are met:

  • The product is unused, unopened, and in its original condition.
  • All original packaging, seals, labels, and accessories (if any) remain intact.
  • The product has not been damaged due to misuse, improper storage, or handling by the customer.
  • You provide a valid proof of purchase, such as your Order Number, invoice, or order confirmation email.

Requests submitted after the 7-day return window may not be accepted.

2. Products Eligible for Return or Exchange

We will gladly accept returns or exchanges if:

  • You received the wrong product.
  • The product arrived damaged during transit.
  • The product is defective or leaking upon delivery.
  • The item delivered does not match your confirmed order.

Please report any damaged, defective, or incorrect products within 48 hours of delivery by providing clear photographs or videos of the product and packaging.

3. Non-Returnable & Non-Exchangeable Items

For hygiene and safety reasons, we cannot accept returns or exchanges for:

  • Opened or used skincare or beauty products.
  • Products with broken or removed safety seals.
  • Items damaged after delivery due to improper use or storage.
  • Products purchased during clearance sales, promotional campaigns, or special discounts, unless they arrive damaged or incorrect.
  • Gift cards, vouchers, or complimentary promotional items.

4. How to Request a Return or Exchange

To initiate a return or exchange:

  1. Contact our Customer Support team within 7 days of receiving your order.
  2. Provide your:
    • Order Number
    • Full Name
    • Contact Number
    • Reason for Return or Exchange
    • Clear photos or videos (if the product is damaged, defective, or incorrect)
  3. Our support team will review your request and respond within 1–2 business days.
  4. If approved, you will receive instructions for returning the product to our designated return address.
  5. Once the returned item is received and passes inspection, we will proceed with the exchange or refund, as applicable.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs if they change their mind or order the wrong product.
  • Lunaria.pk will cover the return shipping costs if:
    • You received the wrong item.
    • The product arrived damaged.
    • The product is defective.
    • The error occurred on our part.

We recommend using a trackable courier service, as we cannot be held responsible for returns lost during transit.

6. Inspection Process

All returned items undergo a quality inspection upon arrival.

If the returned product does not meet the conditions outlined in this policy, we reserve the right to decline the return or exchange and send the product back to the customer.

7. Refund Policy

Once your returned item has been received and inspected, we will notify you of the outcome.

If your refund is approved:

  • Refunds will be processed within 5–7 working days.
  • Refunds may be issued through:
    • Bank Transfer
    • Easypaisa
    • JazzCash
    • The original payment method (where applicable)

Please note that the time required for funds to appear in your account may vary depending on your bank or payment provider.

Shipping charges and Cash on Delivery (COD) fees are generally non-refundable unless the return is due to our error or a defective product.

8. Exchange Policy

If you wish to exchange an item for the same product due to damage or defect, we will dispatch the replacement after receiving and inspecting the returned item.

Product exchanges are subject to stock availability. If the requested item is unavailable, you may choose:

  • A full refund (if applicable).
  • Store credit.
  • An alternative product of equal value.

9. Order Cancellation

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled and will instead be subject to this Return & Exchange Policy.

10. Important Notes

  • Please inspect your order immediately upon delivery.
  • Keep all original packaging until you are satisfied with your purchase.
  • Returns sent without prior approval from our Customer Support team may not be accepted.
  • We reserve the right to refuse any return or exchange that does not comply with this policy.

11. Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Lunaria.pk

Email: support@lunaria.pk

Phone / WhatsApp: +923318887824

Website: https://www.lunaria.pk

Our Customer Support team will be happy to assist you.