Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it unused, and in its original packaging including any packing materials used such as bubble wrap, packing peanuts, or inserts. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@lunaandsagewellnessco.com.au. and we will email you the address to which the returns must be sent to.

If your return is accepted, you as the consumer are responsible for covering the cost of return shipping. Please use a reliable, trackable shipping service when returning your item, and package it securely to avoid any damage during transit. Once we receive and inspect your returned item, we will process your refund or exchange accordingly

You can contact us for any return questions at support@lunaandsagewellnessco.com.au

Damages and issues

• Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
• If the item is damaged or broken, we will request photographic evidence BEFORE sending out a replacement product or issuing a refund. 
• The photo MUST be clear, and the damage must be visible in the photo. 

Items returned in damaged condition

• If an item is returned to us in a damaged state due to improper handling, repacking or insufficient protective material during return shipping, the return will not be accepted and no refund, exchange or store credit will be issued.

Melted Body Butter 

• We will not reship or offer any refunds for products that melt during shipping. Melting does not affect the wonderful skin nourishing benefits and the products are still completely safe to use.

Soap Returns – Hygiene Policy

• All soap bars are considered hygiene products. For health and safety reasons, we cannot accept returns, exchanges, or refunds for change of mind on any soap product — even if unopened.
• If your soap arrives damaged or faulty, please reach out to us within 7 days and we’ll be happy to assist.

Plant based products

• We do our absolute best to make sure that our products are kept secure and in hygienic conditions. Due to being plant based and organic, there is always and exception.
• We are committed to providing high-quality, food-grade supplements to our customers. We understand that sometimes things don't go as planned, and we're here to help resolve those issues. However, due to the nature of our products, we have specific guidelines for returns and refunds.

Exceptions / non-returnable items.

• We cannot accept returns on sale items or gift cards or products that have been used.
• All soap bars are considered hygiene products. For health and safety reasons, we cannot accept returns, exchanges, or refunds for change of mind on any soap product — even if unopened.
  

Refunds

• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If 15 days have passed and you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@lunaandsagewellnessco.com.au

Change of Mind Policy

• Each product is handcrafted with care using natural, plant-based ingredients. Because of the small-batch and personal-use nature of our products, we do not offer refunds, returns, or exchanges for change of mind.
• Please choose carefully when placing your order. If you need help selecting the right product, we’re always happy to assist before your purchase.
• If your item arrives damaged, faulty, or not as described, you are entitled to a remedy under Australian Consumer Law. In this case, please contact us within 7 days of receiving your order so we can resolve the issue promptly.

DISCLAIMER: 

We cannot be held responsible for any allergies or adverse reactions to any product. Please patch test products before use.