Refund policy

Brand: LunaGlam™

1. Overview

This Return & Refund Policy is written in accordance with the South African Consumer Protection Act, 68 of 2008 (“CPA”).
We are committed to providing customers with high-quality products and a fair return process.
This policy applies to all purchases of our Electric Makeup Brush Cleaner & Dryer made through our online store.

2. Warranty & Guarantee

  • All products include a 30-day implied warranty.
  • This covers manufacturing defects only.
  • It does not cover damage caused by misuse, accidental damage, water exposure, dropping the device, unauthorized repairs, or failure to follow instructions.

3. Returns for Defective Items

customers may return defective goods within 30-days of purchase if the defect is:

  • A manufacturing fault,
  • Not caused by misuse or normal wear and tear.

If the item is found to be defective:

We will offer one of the following remedies (at our discretion):

  1. Repair, or
  2. Replacement, or
  3. Refund
    as required by the CPA.

Assessment Requirement

  • Returned items will undergo a technical inspection to determine whether the defect is manufacturer-related.
  • If the item is not defective (e.g., damaged due to incorrect use), the return will be rejected and the device will be sent back to the customer.

4. Non-Defective Returns (Change of Mind Requests)

In accordance with Section 20 of the CPA, customers may return unused, unopened items within 7 days of delivery.

Non-defective returns must meet the following conditions:

  • The product must be unused, unopened, and in original packaging.
  • All accessories, manuals, and components must be included.
  • The customer is responsible for the return courier fee.

If the product shows any signs of use, makeup residue, water exposure, or wear, the return will be declined for hygiene and safety reasons.

5. Hygiene & Safety Notice

Due to the nature of cosmetic cleaning equipment:

  • Used items cannot be returned, unless they are defective.
  • Any evidence of makeup residue, liquid damage, or tampering voids the return.
    This is allowed under the CPA for hygiene-sensitive products.

6. Incorrect or Missing Items

If customers receive an incorrect item or missing components, they must notify us within 48 hours of delivery.
We will arrange collection and send the correct item at no extra cost.

7. Refund Processing

Refunds will only be issued when:

  • The return is approved,
  • The item is inspected,
  • And the reason complies with this policy and the CPA.

Refunds are processed within 7–14 business days to the original payment method.

8. Exchange Policy

Exchanges are only allowed for:

  • Approved defective items, or
  • Items returned unused and unopened.

9. Shipping & Return Costs

  • For defective items, LunaGlam™ covers the return shipping cost.
  • For non-defective returns, the customer covers the courier fee.

10. Products Damaged in Transit

If your product arrives damaged, you must notify us within 48 hours with photos and/or videos of the damage.
We will arrange a replacement at our expense.

11. Fraud Prevention

We reserve the right to refuse returns or refunds in cases of:

  • Excessive or suspicious return patterns,
  • Attempts to return items damaged through misuse,
  • Missing accessories or components,
  • False claims.

12. Contact Information

For return requests, inspections, or warranty claims, please contact us at:
Email: lunaglam.co.za@gmail.com