Returns
Refund Policy
Our return policy is valid for 14 days from the date of purchase. If 14 days have passed since your purchase, we, unfortunately, cannot offer a refund or exchange.
To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.
Non-returnable items include:
- Gift cards
To process your return, we require a receipt or proof of purchase. Please note that returns are handled through a dedicated department, so do not send your purchase back to our warehouse directly.
Partial refunds may be granted in the following cases (if applicable):
- Items that are not in their original condition, damaged, or missing parts due to factors not caused by us.
- Items returned more than 90 days after delivery.
Refund for Irritation or Other Valid Reasons
If you are unable to use the product due to skin irritation or another valid reason, you can request a return within 14 days of receiving the item. Refund requests made after the 14-day period will not be eligible.
90-Day Satisfaction Guarantee (if applicable)
To be eligible for our 90-day refund guarantee, please follow these steps:
- Use the product for at least 60 days.
- Document your progress weekly with photos.
- Email us your documented photos/videos along with an explanation of why you are unsatisfied.
- Our team will review your request and respond within 4 business days.
Full instructions can be found on our website.
Refunds (if applicable)
Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a few business days.
Late or Missing Refunds
If you haven’t received your refund yet:
- Double-check your bank account.
- Contact your credit card company, as it may take time for the refund to be posted.
- Contact your bank, as there may be processing delays.
If you’ve done all of the above and still haven’t received your refund, please contact us at info@xeluna.shop.
Exchanges (if applicable)
We replace items only if they are defective or damaged. To request an exchange for the same item, email us at info@xeluna.shop.
Gifts
If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of the return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift, or the order was sent to the gift giver, we will refund the gift giver, and they will be notified of the return.
Shipping for Returns
You are responsible for covering your return shipping costs, which are non-refundable. If a refund is approved, the cost of return shipping will be deducted from your refund.
The time it takes for exchanged products to reach you may vary depending on your location.
For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee the receipt of your returned item.
Customer Assistance
For any inquiries or requests, please contact our customer support team. We aim to respond within 48 hours, Monday to Friday, from 8:00 AM to 7:00 PM (UK time).