CUSTOMER SATISFACTION
Refund Policy
Your satisfaction is our priority. Discover our hassle-free refund policy designed with your peace of mind in focus.
14
DAYS
OUR PROMISE
Shop with Complete Confidence
At LUNA LUXE, we stand behind every product we sell. Our refund policy reflects our commitment to your complete satisfaction — because true luxury includes the freedom to change your mind.
We've crafted a straightforward, transparent refund process that respects your time and honors our promise of excellence. Every return is handled with the same care as your original order.
Should you have any concerns about your purchase, our dedicated support team is here to make things right — quickly, elegantly, and without hassle.
14
Day Returns
100%
Money Back
5-7
Refund Days
FREE
Return Pickup
RETURN CRITERIA
What Can Be Returned?
Eligible for Return
- Unopened and unused items in original packaging
- Items with all original tags and seals intact
- Products returned within 14 days of delivery
- Defective or damaged items upon arrival
- Wrong items received (different from ordered)
- Items with original invoice or proof of purchase
Not Eligible for Return
- Opened or used cosmetics and skincare products
- Items without original packaging or tags
- Products purchased on final sale
- Personalized or custom-made items
- Items damaged due to customer mishandling
- Returns requested after 14 days of delivery
HOW IT WORKS
The Refund Process
1
Request Return
Contact our support team within 14 days of delivery with your order number.
2
Get Approval
Receive return authorization and prepaid shipping label via email.
3
Ship It Back
Pack the item securely in original packaging and ship it back to us.
4
Get Refund
Once inspected and approved, your refund is processed within 5-7 days.
DETAILED TERMS
Complete Refund Policy
05
Return Window
You have 14 days from the date of delivery to request a return. All return requests must be initiated within this window by contacting our customer support team.
Requests made after 14 days will not be eligible for refund, exchange, or store credit. We recommend inspecting your order immediately upon delivery.
06
Return Conditions
To be eligible for a refund, items must be:
- In their original, unused, and unopened condition
- In original packaging with all tags, seals, and labels intact
- Accompanied by the original invoice or proof of purchase
- Free from any signs of wear, damage, or alteration
Items that do not meet these conditions will be returned to the customer at their expense.
07
Non-Refundable Items
For hygiene and safety reasons, the following items are not eligible for return or refund:
- Opened or used cosmetics, skincare, and fragrance products
- Personalized or custom-made items
- Items marked as Final Sale or purchased with promotional discounts above 50%
- Gift cards and digital products
- Free promotional items and samples
08
Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the damaged item and packaging
- A brief description of the issue
We will arrange a free return pickup and offer you a full refund, replacement, or store credit — whichever you prefer.
09
Refund Processing Time
Once your returned item is received and inspected, we will notify you via email of the approval or rejection of your refund.
Approved refunds are processed as follows:
- Credit/Debit Card: 5-7 business days
- Bank Transfer: 3-5 business days
- Store Credit: Instant (issued upon approval)
- Cash on Delivery (COD): 5-10 business days via bank transfer
10
Return Shipping
Return shipping is free when:
- The item is defective, damaged, or incorrect
- The return is due to an error on our part
For all other returns (change of mind, wrong size, etc.), the customer is responsible for return shipping costs. We recommend using a trackable shipping method as we cannot be responsible for lost returns.
11
Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item:
- Return the original item following our refund process
- Place a new order for the desired item
- Once your return is approved, you'll receive a full refund
This ensures the fastest possible way to get the product you want.
12
Cancellations
Orders can be cancelled within 2 hours of placement for a full refund. After this window, if your order has entered processing, cancellation may not be possible.
To cancel, contact our support team immediately with your order number. If the order has shipped, you'll need to follow our standard return process upon delivery.
PAYMENT OPTIONS
How You'll Receive Your Refund
Credit/Debit Card
5-7 BUSINESS DAYS
Refunds are credited back to the original card used for payment.
Bank Transfer
3-5 BUSINESS DAYS
Direct bank transfer for COD orders and select payment methods.
Store Credit
INSTANT ISSUE
Get 110% of your refund value as store credit for future purchases.
Important Information
- Refunds are processed only after the returned item is inspected and approved.
- Original shipping charges are non-refundable unless the return is due to our error.
- Refunds during sales, promotions, and holiday periods may take longer to process.
- Cash on Delivery (COD) orders will be refunded via bank transfer only.
- We reserve the right to refuse refunds that don't meet our eligibility criteria.
- All refund requests must be initiated by contacting our customer support team.
Need Help with a Return?
Our dedicated customer care team is ready to assist you every step of the way. Reach out anytime — we're here to help.
YOUR PRIVACY MATTERS
Privacy Policy
Your trust is our greatest asset. Discover how we protect, respect, and honor your personal information at every step.
Last Updated:
January 2025
OUR COMMITMENT
Privacy is Our Priority
At LUNA LUXE, we understand that trust is the foundation of every luxury experience. This Privacy Policy outlines how we collect, use, protect, and respect your personal information when you shop with us.
We are committed to transparency, ethical data practices, and giving you complete control over your information. Your privacy isn't just a policy — it's our promise.
256-bit
SSL Encryption
100%
Data Protected
ZERO
Data Selling
GDPR
Compliant
OUR GUARANTEE
How We Protect You
Secure Encryption
Your personal and payment data is protected with industry-standard 256-bit SSL encryption.
No Data Selling
We never sell, rent, or trade your personal information to any third parties. Ever.
GDPR Compliant
Fully compliant with international privacy standards including GDPR and UAE data laws.
OUR PROCESS
How We Handle Your Data
4
Collect
We collect only essential information needed to process your orders.
5
Encrypt
Your data is immediately encrypted using advanced security protocols.
6
Store Safely
Information is securely stored on protected servers with limited access.
7
Serve You
We use your data only to enhance your shopping experience.
DETAILED TERMS
Complete Privacy Policy
08
Information We Collect
To provide you with an exceptional shopping experience, we collect the following types of information:
- Personal Information: Name, email address, phone number, and delivery address
- Payment Information: Billing address and payment method details (processed securely through encrypted gateways)
- Order Information: Products purchased, order history, and preferences
- Technical Data: IP address, browser type, device information, and browsing patterns
- Communication Data: Messages you send us via email, chat, or contact forms
09
How We Use Your Information
Your information helps us deliver the luxury experience you deserve. We use it to:
- Process and fulfill your orders efficiently
- Communicate order confirmations, shipping updates, and delivery notifications
- Provide personalized product recommendations and offers
- Improve our website, products, and customer service
- Send marketing communications (only with your consent)
- Prevent fraud and ensure secure transactions
- Comply with legal obligations and enforce our terms
10
Data Protection & Security
We take the security of your personal information seriously and implement robust measures to protect it:
- SSL Encryption: All data transmissions are secured with 256-bit SSL encryption
- Secure Payment Processing: Payment information is handled by PCI-DSS compliant payment processors
- Access Control: Only authorized personnel can access customer data on a need-to-know basis
- Regular Security Audits: Our systems undergo continuous security monitoring and updates
- Data Minimization: We only collect and retain information necessary for our services
11
Information Sharing
We do not sell, rent, or trade your personal information. However, we may share limited information with trusted partners in the following circumstances:
- Delivery Partners: To ship your orders (name, address, and phone number)
- Payment Processors: To securely process transactions
- Marketing Platforms: Email service providers to send you communications (only with consent)
- Legal Requirements: When required by law, court order, or government regulation
- Business Transfers: In the event of a merger, acquisition, or sale of assets
All third parties are contractually obligated to protect your information and use it only for specified purposes.
12
Cookies & Tracking Technologies
We use cookies and similar technologies to enhance your browsing experience:
- Essential Cookies: Required for basic website functionality and secure checkout
- Performance Cookies: Help us understand how visitors interact with our site
- Functional Cookies: Remember your preferences and personalization settings
- Marketing Cookies: Deliver relevant advertisements (with your consent)
You can control cookie preferences through your browser settings. Note that disabling essential cookies may affect website functionality.
13
Marketing Communications
We may send you promotional emails, exclusive offers, and updates about new products or services. You have complete control over marketing communications:
- You can unsubscribe at any time via the link in every marketing email
- Update your preferences in your account settings
- Contact our support team to opt out
- Transactional emails (order confirmations, shipping updates) will continue for service purposes
14
International Data Transfers
LUNA LUXE operates primarily in the UAE, but some of our service providers may be located in other countries. When we transfer your data internationally:
- We ensure adequate protection through standard contractual clauses
- We work only with providers who meet international privacy standards
- We comply with UAE data protection laws and international regulations
- Your data receives the same level of protection regardless of location
15
Data Retention
We retain your personal information only for as long as necessary to fulfill the purposes outlined in this policy:
- Order Information: Retained for 7 years for tax and legal compliance
- Account Data: Kept while your account is active, plus 2 years after closure
- Marketing Data: Until you unsubscribe or request deletion
- Website Analytics: Aggregated data may be retained indefinitely
You can request deletion of your data at any time by contacting our support team.
16
Children's Privacy
LUNA LUXE is intended for use by individuals aged 18 years and older. We do not knowingly collect personal information from children under 18.
If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately. We will promptly delete such information from our records.
17
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. When we make significant changes, we will:
- Post the updated policy on our website with a new revision date
- Notify you via email if changes materially affect your rights
- Provide a summary of key changes when applicable
Continued use of our services after policy updates constitutes acceptance of the changes.
YOUR CONTROL
Your Privacy Rights
Right to Access
Request a complete copy of all personal data we hold about you at any time.
Right to Rectification
Update or correct any inaccurate or incomplete personal information.
Right to Erasure
Request deletion of your personal data when it's no longer needed.
Right to Restrict
Limit how we process your personal information in specific situations.
Right to Portability
Receive your data in a structured, commonly used, machine-readable format.
Right to Object
Object to processing of your data for marketing or profiling purposes.
Important Information
- This Privacy Policy may be updated periodically to reflect changes in our practices.
- Continued use of our services after changes constitutes acceptance of the updated policy.
- We recommend reviewing this policy regularly to stay informed.
- For any privacy concerns, contact us at support@lunaluxeuae.store.com
- You may request access, modification, or deletion of your data at any time.
Questions About Your Privacy?
Our dedicated team is here to address any privacy concerns you may have. Your peace of mind is our priority.