Refund & Return Policy
Return & Refund Policy
At Nalunaura, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 30-day guarantee in place. If for any reason you need to return an item, we are happy to accept the return of items in pristine condition for a refund within 30 days of purchase. This means they’re unopened, unused and any seals are intact.
Cancellation Policy
Keep in mind that any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we might not be able to fulfill your request since the order may have already entered processing. Should you cancel within 24 hours, your refund will be processed within 10 business days.
Returns and Refunds
We provide a 30-day return window for unused items returned in their original packaging. However, we don't issue refunds for used, worn, or damaged items due to normal use or misuse.
To ensure customer hygiene and safety, items can only be returned for a refund if they are unopened, unused, and have all tamper-resistant seals, packaging, and cellophane intact. We are unable to offer a refund or replacement on items that are not re-sellable and reserve the right to refuse non-compliant returns for health and safety purposes. In addition, there are certain product categories that are excluded from returns, even if they are unused, unless faulty.
- Cosmetic products that have been opened.
If you return a non-approved item without a valid reason or outside the 30-day timeframe, we reserve the right to charge a restocking fee of up to 25% of the purchase price.
We offer a free return service for UK orders only.
To initiate a return, please email us at sales@nalunaura.com within 30 days of delivery, providing your order number and return reason. Our team must approve all returns before you ship the product back. Items must be returned in their original packaging and unused state. Customers bear return shipping costs, except for damaged items upon receipt. Shipping costs are not reimbursed.
Conditions for Return:
- Items must be unused.
- Returns must be made within 30 days from the date of purchase and in its original packaging, securely packaged.
- Customers are responsible for shipping costs when returning items.
- We unfortunately do not yet offer exchanges for the UK.
- In the unlikely event your product is faulty or defective, please email us at sales@nalunaura.com to get in touch with the NALUNAURA Care team within 48 hours of receiving the product. Please kindly share your order number and provide photos of the damage or a short video to demonstrate the problem to help us process your claim as quickly as possible.
Upon receiving your return, we may take up to 10 business days to inspect the item/s.
Once we confirm the items are in good condition, please allow up to 40 business days from the confirmation date for the refund process. If you haven't received your refund after we've confirmed processing and successful refund, please contact your financial institution.
We don't issue refunds for used, worn, or damaged items due to normal use or misuse.
All refunds are processed in British pounds (£GBP) as per the original purchase. Note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
Product Concerns
We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.
Damaged Items
We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.
If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.
Shipping and Delivery
We only offer standard delivery within the UK, and orders will typically arrive within 5-8 working days.*
We provide tracked delivery; your tracking link will be emailed to you once your order has shipped. If you have any delivery concerns, please contact us at sales@nalunaura.com for assistance.
*While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.
If you have any further questions or need assistance with your return, don't hesitate to reach out to us!