Refund policy

At Aluna, we want you to feel confident shopping with us. If there’s ever an issue with your order, our team is here to help. Please read the details of our return and refund policy below.

1. Return Eligibility (United Kingdom & United States Only)

We currently accept returns only from customers located in the United Kingdom and the United States.

Orders shipped to countries outside of the UK and USA are not eligible for return unless the item arrives damaged, defective, or incorrect.

2. Standard Returns

We accept returns in the following situations:

  • The product arrives faulty or damaged
  • You receive the wrong item
  • Your order has not been delivered within the advertised delivery timeframe

To qualify for a return or refund, you must contact us within 14 days of receiving your order.

3. Bundled Discounts (Multi-Pack Purchases)

Products purchased as part of a bundle or discounted multi-pack are not eligible for return or refund.

Exceptions apply only if:

  • The order was not delivered within the stated timeframe, or
  • The product arrived faulty or defective

4. How to Request a Return

To request a return, please contact our support team at:

info@byaluna.com

Please include the following information:

  • Order number
  • Full name used for the order
  • Description of the issue
  • Photos of the product (if applicable)

Our team will review your request and confirm whether your return is eligible.

If approved, we will provide instructions and a return shipping label explaining where to send the item.

Items returned without prior approval will not be accepted.

5. Refund Processing

Once your return is received and inspected, we will notify you whether the refund has been approved.

If approved:

  • Refunds will be issued to your original payment method
  • Please allow 5-10 business days for the refund to appear depending on your bank or payment provider

If more than 15 business days have passed since your refund was approved, please contact us at info@byaluna.com.

6. Non-Returnable Items

The following items cannot be returned:

  • Opened or partially used products
  • Free gifts or promotional items
  • Sample packs
  • Sale items
  • Gift cards

7. Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, contact us immediately at info@byaluna.com so we can resolve the issue as quickly as possible.

8. Exchanges

We currently do not offer direct exchanges.

The fastest way to receive a replacement product is to:

  1. Request a return for the original item
  2. Place a new order once your return has been approved

 

9. Used Products & Hygiene Policy

For hygiene and safety reasons, personal care and wellness products cannot be returned once opened or used, unless the product is faulty or defective.

If a product has been opened, used, or partially consumed, we may refuse the return or refund request.

This policy helps ensure that all products delivered to customers meet strict quality and safety standards.

10. Fraudulent or Abusive Claims

Aluna reserves the right to refuse refunds or returns in cases of suspected abuse, fraud, or excessive refund requests.

Examples include (but are not limited to):

  • Repeated refund requests from the same customer

  • Claims made without sufficient evidence

  • Returns that do not meet the eligibility criteria outlined in this policy

If fraudulent activity or chargeback abuse is suspected, we reserve the right to restrict future purchases and report the activity to payment providers.