Refund policy

Return & Refund Policy

At Lunazya, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.

1. Return Eligibility

You may request a return within 14 calendar days from the date your order is delivered.

To be eligible for a return, the item must:

  • Be unused and in its original condition.
  • Be returned with all original packaging, accessories, manuals, and free gifts (if applicable).
  • Include the original invoice or proof of purchase.
  • Not show signs of misuse, damage, or alteration.

2. Non-Returnable Items

For hygiene, safety, or legal reasons, the following items cannot be returned unless they are defective or incorrectly supplied:

  • Personal care and beauty products that have been opened.
  • Underwear, swimwear, and intimate apparel.
  • Food, beverages, and consumable goods.
  • Customized or personalized products.
  • Gift cards and digital products.
  • Products marked as "Final Sale" or "Non-Returnable."

3. Damaged, Defective or Incorrect Items

If you receive:

  • A damaged item
  • A defective product
  • The wrong item
  • An item missing parts or accessories

Please contact our Customer Support within 48 hours of delivery.

Where applicable, we will inspect the item and provide one of the following:

  • Replacement
  • Repair
  • Full refund

in accordance with applicable consumer protection laws.

4. Change of Mind Returns

If you simply changed your mind, you may request a return within 14 days, provided the product:

  • Has not been used
  • Is in resaleable condition
  • Includes original packaging and accessories

Shipping charges are non-refundable unless the return is due to our error.

5. Refund Process

Once your returned item is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds are processed to your original payment method.
  • Processing normally takes 5–10 business days, depending on your bank or payment provider.

If you paid using Cash on Delivery (COD), refunds may be processed via bank transfer or store credit after verification.

6. Exchange Policy

We are happy to exchange products for:

  • Manufacturing defects
  • Wrong size (where applicable)
  • Wrong item delivered
  • Damaged products

Subject to stock availability.

7. Return Shipping

If the return is due to:

Our Error

  • Wrong item
  • Defective item
  • Damaged item

✅ Lunazya will cover the return shipping cost.

If the return is due to:

  • Change of mind
  • Incorrect item ordered
  • No longer needed

The customer is responsible for the return shipping costs unless otherwise stated during a promotion.

8. Order Cancellation

Orders may be cancelled before they have been shipped.

Once an order has been dispatched, cancellation is no longer possible. You may instead request a return after delivery, subject to this policy.

9. Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under applicable laws in the United Arab Emirates or the Kingdom of Saudi Arabia. If a product is defective, unsafe, or does not match its description, consumers may have additional legal remedies under local consumer protection legislation.

10. Contact Us

For return requests or assistance, please contact us:

Lunazya Customer Support

📧 Email: support@lunazya.com

📞 Phone: 

🕒 Customer Support Hours:

Monday – Saturday

9:00 AM – 7:00 PM (GST)