Refund and Returns Policy

Last updated: 29 October 2026

At Lunara Glow, your satisfaction matters to us. We want you to feel confident when shopping with us. If you experience an issue with your order, our team is here to help.

This Refund and Returns Policy explains how returns, exchanges, refunds, cancellations and damaged or defective products are handled when shopping at Lunara Glow.

1. Contact Us

For all refund, return or exchange requests, please contact us using the details below.

Email: lunaraglowza@gmail.com

Please include your order number, full name and a description of the issue so we can assist you as quickly as possible.

2. Eligibility for Returns

Customers may request a return or refund in accordance with this policy and applicable South African consumer protection laws.

To help us process your request, please ensure that:

• You provide your order number or proof of purchase.

• The product is returned with its original accessories and packaging where reasonably possible.

• You explain the reason for the return.

• You provide photographs or videos where the product is damaged, defective or incorrect, if requested.

These requirements do not limit any rights you have under applicable consumer protection laws.

3. Change of Mind Returns

If you change your mind after purchasing a product, please contact us to discuss your return options.

Where a change of mind return is accepted, the product should be unused, in its original condition and returned with its original packaging and accessories.

Return shipping costs for change of mind returns may be the customer's responsibility, where permitted by law and agreed as part of the applicable return process.

Please note that a change of mind does not automatically qualify for a refund in every circumstance. Your statutory cancellation and return rights will always be respected.

4. Damaged or Defective Products

We take product quality seriously. If your product arrives damaged, defective or does not function as intended, please contact us as soon as possible.

When contacting us, include:

• Your order number.

• A description of the problem.

• Clear photographs or a video showing the issue, if possible.

For our LED makeup bags, please describe the problem with the detachable LED mirror, lighting functions, charging or any other component.

Where a product is defective or otherwise qualifies for a remedy under South African consumer law, we will provide the applicable remedy, which may include a repair, replacement or refund, as required by law.

Qualifying defective product returns will be handled at our cost and risk as required by law.

5. Incorrect or Missing Items

If you receive an incorrect product or your order is missing an item, please contact us at lunaraglowza@gmail.com.

Include your order number and details of what you received compared with what you ordered.

We will investigate the issue and arrange an appropriate solution, which may include sending the missing item, replacing the incorrect product or issuing a refund where applicable.

Where the error is ours, we will cover the reasonable return or replacement shipping costs as required by law.

6. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

If your order has not yet been processed or dispatched, we will make reasonable efforts to stop it.

If your order has already been dispatched, cancellation may require the delivery or return process to be followed.

Nothing in this section limits any applicable statutory cancellation rights, including qualifying cooling-off rights under South African law.

7. Refund Eligibility

A refund may be available in circumstances including:

• A qualifying defective or unsafe product.

• An incorrect product supplied by Lunara Glow.

• A qualifying cancellation under applicable consumer protection legislation.

• An order that cannot be fulfilled.

• Another circumstance in which a refund is required by law or approved under this policy.

Refunds will be processed in accordance with the applicable legal requirements and the original payment method where reasonably possible.

8. Refund Processing Times

Once a refund has been approved, we will initiate it within the period required by applicable law.

The time it takes for the money to reflect in your account may depend on your bank, payment provider or payment method.

If you have not received your refund after the expected processing period, please email us with your order number so we can investigate.

9. Exchanges

Exchanges may be offered where the requested product is available.

If you receive a defective or incorrect item, we will arrange an appropriate remedy in accordance with applicable consumer protection laws.

For exchanges requested because of a change of mind, please contact us to confirm availability and any applicable return arrangements.

10. Delivery Fees and Return Shipping

Original delivery fees and return shipping costs will be handled according to the reason for the return and the applicable legal requirements.

Where a return is required because we supplied a defective or incorrect product, we will cover the applicable return costs as required by law.

For qualifying statutory cooling-off cancellations, the direct cost of returning the goods may be payable by the customer where permitted by law.

11. Products That Cannot Be Returned

We may decline change of mind returns where a product has been used, damaged by the customer, altered or returned incomplete, subject to applicable law.

However, we will not exclude a valid claim merely because packaging has been opened or a product has been used to the extent reasonably necessary to examine it.

Nothing in this section excludes statutory rights relating to defective, unsafe, misrepresented or otherwise qualifying products.

12. Statutory Consumer Rights

Lunara Glow operates in South Africa and aims to comply with applicable South African consumer protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Depending on the circumstances, these laws may provide consumers with rights relating to defective goods, returns, cancellations and cooling-off periods.

For example, qualifying online transactions may be subject to a seven-day cooling-off right under section 44 of the Electronic Communications and Transactions Act, subject to the law's scope and applicable exceptions. Qualifying defective goods may also be covered by the Consumer Protection Act's implied warranty provisions.

Nothing in this policy is intended to waive or restrict any consumer right that cannot lawfully be excluded.

13. Unfulfilled Orders and Delivery Delays

We aim to deliver orders within the delivery timeframe stated on our website.

If your order has not arrived within the expected delivery period, please contact us at lunaraglowza@gmail.com with your order number.

We will investigate the shipment and provide an update.

If we cannot fulfil an order or fail to deliver within the applicable agreed or legally required timeframe, you may have cancellation or refund rights under South African law.

14. Policy Updates

Lunara Glow reserves the right to update this policy when necessary to reflect changes to our business practices or applicable laws.

Any updated version will be published on our website with a revised last-updated date. Changes will not remove consumer rights that apply to purchases already made.

15. Contact Information

If you have questions about this Refund and Returns Policy, need assistance with a return or want to request a refund, please contact us.

Brand: Lunara Glow
Email: lunaraglowza@gmail.com
Website: Your Lunara Glow online store

We appreciate your support and thank you for shopping with Lunara Glow.