Returns Policy

This Returns Policy regulates the conditions and circumstances under which goods will be accepted for return and refund and are to be read together with Luna Love’s Standard Terms and Conditions.

This policy also sets out the process that you need to follow in order to properly cancel a purchase, report a defect and/or arrange for a return.

You are not entitled to any refund, repair or replacement save to the extent that it is expressly provided for under this Refund Policy. We will not under any circumstances accept returns of any goods which have been used or where non defective, the packaging has been opened.

1. YOUR RIGHT TO RETURN NON DEFECTIVE PRODUCTS

1.1. If you are unsatisfied with your purchase after receiving the Product, you may return it to Luna Love within 14 (fourteen) days of delivery, without reason and without penalty, in order to obtain a full purchase price refund, in accordance with the return procedure set out in clause 3 below.

1.2. Non Defective Products that are returned under this clause will need to be in its original, intact and undamaged packaging without the seal broken in any way. Should this not be adhered to then Luna Love is not obligated to refund or replace the goods.

2. RIGHT TO RETURN DEFECTIVE PRODUCTS

2.1. Subject to the provisions of clause 1 above, goods may be returned only when the packaging is damaged as delivered, or if the goods supplied are not the same as originally ordered. All such goods will generally be referred to as “defective”.

2.2. Luna Love as Reseller is not responsible for any defect in the actual goods. Such defective goods may be returned to the original manufacturer and Luna Love accepts no responsibility or liability therefore.

2.3. In order for a Product to be deemed “defective” by Luna Love you will need to state the proper reason for the return, and include an explanation of the alleged defect, together with pictures as proof.

2.4. In cases where the return is as a result of the incorrect product being delivered on the part of Luna Love or if the packaging is damaged as delivered this must be reported within 24 (twenty four) hours after delivery.

2.5. If all of the return conditions have been met and the return has been approved by Luna Love, Luna Love will notify you and arrange for our couriers to collect the defective item from you.

3. RETURNS PROCEDURE TO BE FOLLOWED 

Please complete a returns form and we will arrange for your return, exchange or refund request to be processed. To obtain a returns form email us at info@lunalove.co.za and request said form.

 4. GENERAL

4.1. For hygienic reasons underwear will not be exchanged or refunded.

4.2. When all of the Returns Policy conditions have been met your agreement of purchase will be deemed to have been cancelled on the date that the returned items are received by Luna Love.

4.2. A failure to comply with the returns procedure will automatically result in any refund being declined.

4.3. Any and all returns are subject to final authorisation and confirmation by Luna Love and all returns must be pre-approved by Luna Love.

4.4. It will be appreciated that the provisions of this Returns Policy pertains to matters of pure financial-loss. These provisions are not intended to govern any claim of harm caused to the person, allegedly as a result of applying any of our products. Such matters are to be addressed directly to our Legal Division.

4.5. Nothing in this Returns Policy or the Terms of Service in general, in any way limits your rights in terms of sections 55 and 56 of the Consumer Protection Act or section 44 of the Electronic Communications and Transactions Act 25 of 2002, where applicable.