Refund policy

Lunaira Group (Pty) Ltd
Last updated: 27/08/2026

1. Our Approach

We want you to love what you buy from Lunaira. If something isn't right, this policy explains your options in line with the South African Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA).

2. Cooling-Off Period (Online Purchases)

In terms of ECTA, you have the right to cancel your order within 7 calendar days of receiving it, without reason, where the purchase was concluded electronically. To qualify:

  • The product must be unused, unopened, and in its original packaging with seals intact.
  • This right does not apply to products that have been opened, used, or where the seal has been broken this is standard for cosmetics and skincare products for hygiene and safety reasons.

3. Cosmetics & Skincare Hygiene Policy

Because we sell beauty and skincare products, we cannot accept returns or exchanges on any item that has been swatched, or been used multiple times except where the product is faulty, damaged, or incorrect. This is standard practice across the beauty industry and protects all our customers.

4. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, please contact us within 7 days of delivery with your order number and photos of the issue. We will offer a replacement, exchange, or full refund at no additional cost to you.

5. New & Test Products

Some products on our site are part of limited testing batches from new suppliers. If a test product does not perform as described or arrives faulty, we will work with you directly on a replacement or refund please reach out and we'll sort it out, no stress.

6. How to Request a Return

  1. Email hello@lunairabeauty.co.za or WhatsApp 0718133307 with your order number and reason for return.
  2. We'll confirm eligibility and provide return instructions.
  3. Once approved, send the item back in its original packaging (return shipping costs may apply unless the item is faulty).
  4. Refunds are processed within 7–10 business days of us receiving and inspecting the returned item.

7. Refund Method

Approved refunds are issued to your original payment method via Yoco. Please allow additional time for your bank to reflect the refund.

8. Non-Returnable Items

  • Opened or used cosmetics, skincare, or beauty tools
  • Items without proof of purchase
  • Gift-with-purchase items (e.g. bundled brushes/applicators) unless the main product is also being returned

9. Contact Us

For any return or refund query:
📧 hello@lunairabeauty.co.za
📱 WHATSAPP NUMBER: 0718133307