Refund policy
RETURN AND REFUND POLICY
Last Updated: September 25, 2026
At Luna Beauty Lab, we aim to make our return and refund process clear, consistent, and easy to understand. This policy describes when merchandise may be returned, the condition required for an eligible return, how shipping costs are handled, and what customers can expect when requesting a refund.
Please review this policy before completing your purchase.
1. Our 30-Day Return Window
Luna Beauty Lab accepts eligible return requests within 30 days after the date the applicable product is delivered.
For a standard voluntary return, merchandise must generally:
Be unused and unworn;
Be unwashed and unaltered;
Remain in substantially the same condition as when delivered;
Include its original packaging where applicable;
Include original tags, accessories, inserts, and components;
Have applicable hygiene, tamper-evident, safety, or protective seals intact; and
Be accompanied by an order number, receipt, or other acceptable proof of purchase.
Where permitted by applicable law, merchandise that does not meet these conditions may not qualify for a voluntary refund.
2. How to Begin a Return
Before sending merchandise back, please contact Luna Beauty Lab.
Return requests may be submitted through:
Email: support@lunablushlab.store
Phone: 209-676-7817
Please include:
Your full name;
Order number;
Product you would like to return;
Reason for requesting the return; and
Clear photographs when the merchandise arrived damaged, defective, incomplete, or incorrect.
After reviewing your request, we will provide the appropriate return instructions.
Please do not send merchandise back before receiving return authorization.
3. Authorized Return Location
Unless Luna Beauty Lab provides another return destination to you in writing, approved returns should be sent to:
Luna Beauty Lab
248 Oak Tree Cir
Murphys, CA 95247
United States
Returned merchandise should be packaged securely to reduce the risk of damage during transportation.
When you arrange your own return shipping, we recommend using a service that provides tracking and keeping the shipping receipt and tracking number until the return has been fully processed.
4. Return Shipping Responsibility
Return shipping responsibility depends on why the merchandise is being returned.
Customer-Preference Returns
Customers are responsible for return shipping when an eligible item is returned because of:
A change of mind;
Personal preference;
Ordering an incorrect product or variation;
No longer wanting the item; or
Another reason unrelated to a defect, damage, or fulfillment error attributable to Luna Beauty Lab.
Customer-paid return postage for these voluntary returns is non-refundable.
Product Problems or Fulfillment Errors
Luna Beauty Lab will cover reasonable return shipping when a return is required because:
Merchandise arrived damaged;
The product was defective when received;
An incorrect product was shipped;
An item from the order was missing; or
Another verified fulfillment error attributable to Luna Beauty Lab occurred.
Please contact us before purchasing return postage in these situations.
Depending on the circumstances, we may provide a prepaid return label or another approved return arrangement.
5. Shipping Charges on Original Orders
Our current checkout shipping rates are:
Standard Shipping
FREE for orders of $70.00 or more
$8.00 for orders from $0.00 through $69.99
Express Shipping
$15.00
These charges relate to shipment of the original order and are separate from any return shipping charges.
6. Are Original Shipping Charges Refundable?
For voluntary returns resulting from customer preference or change of mind, original delivery charges are generally non-refundable.
For example, if you pay $15.00 for Express Shipping and later return an otherwise correct and eligible product because you no longer want it, the original $15.00 Express Shipping charge will ordinarily not be included in your merchandise refund.
If an order originally qualified for FREE Standard Shipping, Luna Beauty Lab will not retroactively deduct the standard $8.00 shipping charge solely because an eligible product from that order is returned.
If merchandise is returned because of a verified defect, shipping damage, incorrect fulfillment, or another error attributable to Luna Beauty Lab, applicable original shipping charges will be addressed appropriately as part of the resolution.
Nothing in this section limits any refund required under applicable law.
7. Skincare, Cosmetics, Beauty, and Personal-Care Products
Certain products may become unsuitable for resale after they have been opened or used.
For health, hygiene, safety, and product-integrity reasons, and subject to applicable law, we generally cannot accept voluntary change-of-mind returns for:
Opened skincare products;
Used skincare products;
Opened or used cosmetics;
Used beauty products;
Personal-care or hygiene items after use;
Products with broken or removed safety or hygiene seals;
Products contaminated after delivery; or
Merchandise that cannot reasonably and safely be resold for health or sanitation reasons.
These restrictions do not prevent customers from requesting assistance when merchandise arrived damaged, defective, incorrect, or materially different from what was ordered.
8. Additional Non-Returnable Items
Subject to applicable law, the following products may also be excluded from voluntary returns:
Gift cards;
Customized or personalized merchandise;
Items clearly designated Final Sale before purchase;
Merchandise materially altered after delivery;
Products damaged through misuse or improper care after delivery; and
Other merchandise clearly disclosed as non-returnable before checkout.
If you are unsure whether an item qualifies for return, please contact us before shipping it.
9. Final Sale Items
Products clearly marked Final Sale or Non-Returnable before checkout generally cannot be returned solely because the customer changed their mind.
Final Sale status does not remove any consumer right or remedy that cannot legally be waived, including applicable remedies for defective, damaged, incorrectly supplied, or materially misrepresented goods.
10. Sale and Promotional Merchandise
A discounted price does not automatically make merchandise Final Sale.
Unless a product was specifically identified as Final Sale or non-returnable before purchase, an otherwise eligible discounted or promotional item may be returned under this policy.
11. Inspection of Returned Merchandise
After an authorized return reaches Luna Beauty Lab, we will review the merchandise before approving a refund.
Our review may include:
Confirming that the correct item was returned;
Reviewing product condition;
Checking for signs of use or alteration;
Confirming that relevant packaging and components are present;
Checking applicable hygiene or protective seals; and
Confirming that the return otherwise complies with this policy.
We will notify you after the review has been completed.
Where permitted by law, a voluntary return may be declined if the merchandise does not satisfy the stated return requirements.
12. Refund Processing
Approved refunds are generally issued to the original payment method used for the purchase.
For eligible returns, Luna Beauty Lab aims to initiate the refund within 10 business days after receiving the returned merchandise and obtaining the information reasonably necessary to verify and process the refund.
After we initiate a refund, your bank, card issuer, payment processor, or financial institution may require additional time before the funds appear in your account.
For transactions subject to California Business and Professions Code Section 17538, Luna Beauty Lab will process refunds within the timeframe required by applicable California law.
If more than 15 business days have passed after we notify you that your refund was approved and you have not received it, contact:
support@lunablushlab.store
13. No Restocking Fee
Luna Beauty Lab does not charge a restocking fee for eligible returns accepted under this policy.
Return shipping expenses and non-refundable original shipping charges are separate from a restocking fee and may still apply where described in this policy.
14. Damaged Merchandise
Please inspect your order reasonably soon after delivery.
If merchandise arrives damaged, contact us and provide:
Your order number;
A description of the damage;
Photographs of the product; and
Photographs of the shipping packaging when relevant.
Please retain both the merchandise and packaging while the issue is being reviewed.
After verification, we may provide an appropriate remedy, which may include a replacement, refund, or another resolution permitted by applicable law.
15. Defective Products
If you believe a product was defective when delivered, contact:
support@lunablushlab.store
We may request photographs or other reasonable information necessary to assess the issue.
A verified defect may qualify for a refund, replacement, or another suitable remedy.
16. Incorrect or Missing Merchandise
Please contact us if:
You received an item different from the item ordered; or
An item included in your order was missing.
Do not purchase return postage for incorrectly supplied merchandise before receiving instructions from Luna Beauty Lab.
Where the problem resulted from our fulfillment error, you will not be required to bear reasonable return shipping costs necessary to correct that error.
17. Exchanges
Exchanges may be available when replacement merchandise is in stock.
Because inventory levels may change, Luna Beauty Lab cannot guarantee that a replacement product will be available.
For customer-preference exchanges, it may be more efficient to return the eligible original item and place a new order for the preferred product.
If an exchange is necessary because of a verified defect or fulfillment error, we will provide appropriate instructions.
18. Order Cancellation Requests
If you would like to cancel an order before shipment, contact:
support@lunablushlab.store
Please submit your request as soon as possible.
We will make reasonable efforts to stop fulfillment before shipment, but cancellation cannot be guaranteed after the order has been processed, packed, or transferred to a shipping carrier.
If cancellation is no longer possible, eligible merchandise may be returned after delivery under this policy.
Nothing in this section limits any cancellation right required by applicable law.
19. Shipping Delays
Luna Beauty Lab intends to ship merchandise within any shipping timeframe represented during the ordering process.
For orders governed by applicable federal and California requirements, if merchandise cannot be shipped within the promised timeframe—or within an applicable statutory period where no timeframe was stated—we will provide any notice, revised shipment information, cancellation option, refund option, or customer consent request required by law.
Customers will not be required to accept a shipping delay where applicable law provides the right to cancel and obtain a refund.
20. Orders That Cannot Be Shipped
If Luna Beauty Lab determines that an order cannot be fulfilled, we may cancel the affected merchandise and issue the appropriate refund.
Where federal or California law requires a refund for unshipped merchandise, we will refund the amounts required by law.
If none of the merchandise in an order can be shipped, this may include shipping, handling, insurance, and other applicable amounts paid for the unshipped order.
Where a monetary refund is required by law, Luna Beauty Lab will not substitute store credit unless the customer voluntarily agrees to another option permitted by law.
21. Substitute Merchandise
Luna Beauty Lab will not intentionally substitute a materially different product without handling the substitution consistently with applicable law.
Where a proposed substitute is permitted and offered, applicable disclosures and return/refund rights will be provided as required.
Customers are never required under this policy to accept a materially different substitute instead of the product ordered.
22. Packages Returned to Sender
An order may be returned to Luna Beauty Lab because:
An incorrect or incomplete shipping address was provided;
Delivery was refused;
The package was not collected;
The carrier could not complete delivery; or
Another delivery issue occurred.
When the package reaches us, we will review the merchandise and the circumstances.
Where the failed delivery resulted from customer-provided information or another customer-related issue, original shipping charges may remain non-refundable where permitted by law.
If the delivery problem resulted from an error attributable to Luna Beauty Lab, we will provide an appropriate resolution.
23. Customer-Arranged Return Shipments
When customers purchase their own return shipping, responsibility for the package generally remains with them until the merchandise reaches the authorized return address.
We strongly recommend using a carrier that provides tracking.
Except where applicable law requires otherwise, Luna Beauty Lab cannot guarantee a voluntary refund for customer-arranged return merchandise that does not reach us.
24. California Customers
Luna Beauty Lab maintains this written policy so that customers can clearly understand the conditions governing returns, refunds, and exchanges.
For transactions involving California buyers, applicable law may require disclosure of the vendor's return and refund policy, legal business name, and complete business street address before payment is accepted or processed.
Nothing in this policy is intended to waive any California consumer right or remedy that cannot legally be waived.
Where California or federal law gives a customer greater non-waivable protection than this policy, the applicable legal requirement will control.
25. Fraudulent or Abusive Returns
Luna Beauty Lab may reject a return where there is reasonable evidence of:
Product substitution;
Fraudulent refund activity;
Material alteration of merchandise;
Deliberate misuse;
Returning merchandise different from the product purchased; or
Abuse of the return process.
Each situation will be evaluated individually.
This provision will not be used to deny legitimate claims involving defective, damaged, incorrectly supplied, or otherwise legally nonconforming merchandise.
26. Contact Luna Beauty Lab
For questions concerning returns, refunds, exchanges, order cancellations, damaged merchandise, or this policy, contact:
Luna Beauty Lab
248 Oak Tree Cir
Murphys, CA 95247
United States
Phone: 209-676-7817
Email: support@lunablushlab.store
For return and refund requests, we recommend contacting us by email so that both the customer and Luna Beauty Lab have a written record of the request and any instructions provided.