Cancellation policy

Purchase Options Cancellation Policy

At Lunaya, we understand that plans can change. This policy explains when you can cancel an order and what happens after a cancellation request is submitted.

Cancelling an Order

You may request cancellation of your order by contacting us at hello@lunaya.co.za as soon as possible after placing your order.

Cancellation requests are not guaranteed and depend on the status of your order.

If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

If your order has already been processed, packed or dispatched, we may not be able to cancel it. In this case, you may need to follow our Refund and Returns Policy.

Cancellation Before Dispatch

If your cancellation request is accepted before your order is dispatched:

Your order will be cancelled.
Any payment already made will be refunded to the original payment method where possible.
Refund processing times may vary depending on your payment provider or bank.

Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible.

If you no longer wish to receive the order, please contact us. Where applicable, the order may need to be returned in accordance with our Refund and Returns Policy.

Additional delivery or return costs may apply to change-of-mind cancellations, subject to applicable law.

Incorrect or Duplicate Orders

If you accidentally place an order or submit a duplicate order, contact hello@lunaya.co.za immediately with your order number.

We will make reasonable efforts to assist before the order is processed or dispatched.

Lunaya-Initiated Cancellation

Lunaya reserves the right to cancel an order where:

The product is unavailable.
There is an obvious pricing or product information error.
Payment cannot be successfully processed.
Fraudulent or unauthorised activity is reasonably suspected.
Circumstances outside our reasonable control prevent us from fulfilling the order.

If Lunaya cancels an order after payment has been received, the applicable amount paid will be refunded.