Refund policy

Su-luna is operated by HH-HAQS LTD, company number 16774162, registered in England and Wales.

Opened products

We cannot accept returns or issue refunds on products that have been opened or unsealed.

Skincare is excluded from the standard 14-day cancellation right for health protection and hygiene reasons once the seal has been broken. This is an exemption set out in the Consumer Contracts Regulations 2013 and it applies from the moment a product is unsealed.

If you have known sensitivities, please read the full ingredients list on the product page before ordering. Every ingredient in every formula is listed there.

This does not affect your rights if a product arrives faulty, damaged or incorrect — see below.

Unopened products — if you change your mind

If you're a consumer in the United Kingdom, you have 14 days from the day you receive your order to tell us you'd like to cancel. Email info@su-luna.com and we'll take it from there.

You don't have to tell us why — but if you're willing to, we'd really like to know. We're a small brand and customer feedback is genuinely how we work out what to fix. A single line is plenty.

Once you've told us, you have a further 14 days to return the goods to us. Items must be unopened and unused, with any seal or outer packaging intact.

You are responsible for the cost of return postage. We recommend a tracked service, as we can't refund items that don't reach us and can't be traced.

Please email us before sending anything back, and include a photo showing the item with its seal intact. We'll confirm it's eligible and give you the return address. It takes a minute, and it means you won't pay postage on something we aren't able to accept.

Every return is checked when it reaches us. If an item arrives opened, unsealed or used we won't be able to refund it — we'll let you know and arrange to send it back to you.

We'll issue your refund within 14 days of either receiving the returned item or receiving proof that you've sent it back, whichever happens first.

Faulty, damaged or incorrect items

If something's wrong with your order, we'll send you a replacement. Email info@su-luna.com within 30 days of delivery and we'll get a new one out to you — usually the same day — at no cost to you at all.

Please include a photo of the item and of the packaging it arrived in, and let us know when the parcel was delivered. Photos are normally all we need to sort things out immediately, and they usually save you having to post anything back.

By "faulty" we mean a genuine problem with the product or your order — it arrived damaged or leaking, the pump or dispenser doesn't work, the formula has separated, or we sent you the wrong item.

You usually won't need to send the original back. If we do need it returned, we cover the postage — you'll never be out of pocket for our mistake.

If we can't replace the item, or you'd rather have your money back instead, just say so and we'll refund you.

Your rights under the Consumer Rights Act 2015 are not affected by anything in this policy. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund beyond the periods set out above.

Refunds

Refunds go back to your original payment method. We refund the price of the product and the cost of standard delivery, if you paid for delivery. If you chose an upgraded or faster delivery option, we refund the standard delivery cost rather than the premium.

Your bank may take a few additional days to show the refund on your statement. If it hasn't appeared a week after we've confirmed it, get in touch and we'll chase it.

Deductions

If a returned item comes back damaged, or handled more than was necessary to inspect it, we may reduce your refund to reflect the loss in value.

Exchanges

Email us and we'll sort it. For most cases the quickest route is a refund and a fresh order.

Contact

info@su-luna.com — we aim to reply within one working day.