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Returns, Refunds & Exchanges



This Returns, Refunds & Exchanges Policy (“Policy”) governs all requests for return, refund, or exchange of products purchased from the LUNARA website [www.thelunara.my]. By completing a purchase, you agree to be bound by the terms set forth herein.

1. Eligibility for Returns

1.1 All completed orders are considered final. Due to hygiene, quality, and safety concerns, LUNARA strictly does not offer returns or refunds for:

  • General dissatisfaction;
  • Change of mind; or
  • Allergy concerns.

1.2 Returns are only considered under the following specific circumstances:

  • The product received is damaged or defective;
  • The product received is incorrect (wrong item); or
  • The order received is incomplete (missing items).

1.3 To be eligible for a return, the product must be unused, unopened, and in the same condition that you received it, including the original packaging.

2. Notification of Defects or Errors

2.1 You must notify us of any damaged, incorrect, or incomplete order within seven (7) days from the delivery date.

2.2 To lodge a return request, please email thelunaramalaysia@gmail.com with the following supporting evidence:

  • Order number;
  • Receipt or proof of purchase; and
  • Clear photographs of the defective/incorrect order together with the consignment note / shipping label.

2.3 Any claims made after seven (7) days from the delivery date will not be entertained.

3. Review and Approval Process

3.1 All return requests are addressed on a case-by-case basis.

3.2 All returns are subject to inspection by our team. We reserve the right to reject a return if the product is found to have been used, tampered with, or damaged by the customer.
3.3 If your request is accepted, we will provide you with a return shipping label and specific instructions on how and where to send your package.

4. Refunds

4.1 Refunds shall only be granted if a replacement or exchange is not possible.

4.2 Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

4.3 If approved, the refund will be processed via your original method of payment within fourteen (14) working days.

5. Exchanges

5.1 Exchanges are subject to stock availability.

5.2 Where a replacement product is available, it will be dispatched only after we have received and inspected the returned item.

6. Non-Returnable Items

6.1 For hygiene and safety reasons, the following are strictly non-returnable:

  • Sale items or products purchased during promotional periods;
  • Gift cards;
  • Products that have been opened, switched, or used; and
  • Samples or promotional "Gift with Purchase" (GWP) items.

7. Return Shipping Costs

7.1 If the return is due to an error on our part (damaged or incorrect item), we will provide a return shipping label at no cost to you.

7.2 In any other approved cases, the customer may be responsible for the return shipping costs.

8. Amendments

8.1 LUNARA reserves the right to update or amend this Policy at any time without prior notice. The version in effect at the time of purchase shall apply.

9. Governing Law

9.1 This Policy shall be governed by, and construed in accordance with, the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction in respect of any dispute.