Refund policy

At Lunaya, we want you to be satisfied with your purchase. If something is not right with your order, we are here to help.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

The item must be unused and in the same condition in which you received it.
The item must be returned in its original packaging, including accessories and other items supplied with the product where applicable.
Proof of purchase is required.
The item must not have been damaged through misuse, accidental damage, liquid exposure, unauthorised modifications or normal wear and tear.

To request a return, email hello@lunaya.co.za with your order number and the reason for your return.

Please do not send an item back before your return has been approved and return instructions have been provided.

Non-Returnable Items

The following items are generally not eligible for return unless required by applicable law:

Clearance or final-sale items
Gift cards
Personalised or customised products
Products that cannot reasonably be returned for hygiene or health reasons after being opened or used

Nothing in this section limits any rights you may have under applicable South African consumer protection legislation.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved or rejected.

If your refund is approved:

The refund will be processed to your original payment method where possible.
Please allow 5 to 10 business days for the refund to reflect, depending on your payment provider or bank.
The refund amount will be communicated to you once the return has been assessed.

Where a return is due to an error by Lunaya, such as receiving the wrong product or receiving a defective product, applicable delivery or return costs will be addressed by Lunaya.

For change-of-mind returns, return or delivery costs may be the responsibility of the customer, subject to applicable law and the circumstances of the return.

Defective or Damaged Products

If your product arrives damaged or is defective, please contact us as soon as possible after delivery.

Where possible, contact us within 48 hours of delivery and provide your order number together with clear photographs showing the product and the damage or defect.

We will assess the issue and, where applicable, arrange a repair, replacement, refund or other appropriate remedy in accordance with applicable South African consumer protection law.