Return Policy

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer returns or exchanges within 30 days of purchase (please see below for exclusions). You can return your product for store credita different product, or a refund to the original payment method. 

Please note the following exceptions to our return and exchange policy: 

    • Discounted items are final and cannot be returned or exchanged
    • Full Moon Club orders cannot be returned for a retail value
    • Free gifts received with orders cannot be returned for a retail value
    • ALL FACE MASKS ARE NON-REFUNDABLE/FINAL SALE 

Frequently Ask Questions:

1) How long does it takes to receive my refund, replacement product, or store credit?

  • We usually respond to all inquiries within 1-2 business days. Once your item is received back to our warehouse, we immediately issue your refund/ship out your replacement product. 

 2) Do we need to pay shipping if returning an item? 

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

3) What if my item breaks or gets damaged, do you replace it?

  • We will replace any items if they are defective or damaged, or shipped incorrectly. If your item breaks within 6 months of purchase, we are happy to send you a replacement once the damaged one is received. 

 

To initiate a return or exchange, please email customerservice@lotusandluna.com.