Return and Refund Policy

Return Window

Returns are accepted within 14 days of delivery for defective or incorrect products only.
This policy applies only to orders placed in the United States, Australia, Canada, New Zealand, and the United Kingdom.

To be eligible, items must be in their original condition, unused, and returned with all original packaging and tags.

We do not accept returns for used items unless they are faulty or damaged during shipping.

How to Request a Return

To initiate a return, please email us at info@lunarapure.com with:

  1. Your order number

  2. The reason for the return

  3. Photos of the item (if damaged or incorrect)

Returns must be requested by email. Do not send any items back without receiving instructions from our customer service team. Unauthorized returns will not be processed.

Return shipping costs are the customer’s responsibility.

Damaged, Defective or Incorrect Items

If you received the wrong item, the wrong size, or a damaged product, contact us at info@lunarapure.com with clear photos and your order number.

We will review your case and offer a replacement or full refund, depending on the situation.

Exceptions / Non-Returnable Items

We do not accept returns on:

  • Personalized or custom-made products

  • Opened beauty or personal care items

  • Hazardous materials or flammable liquids/gases

  • Gift cards

If you are unsure about your item’s eligibility, feel free to contact us before purchasing.

Exchanges

To request an exchange:

  1. Follow the return steps above

  2. Once approved, place a new order for the desired item

Lost or Stolen Packages

Lunara Pure is not responsible for lost or stolen packages.
If your tracking information shows the item was delivered but you did not receive it:

  • Contact the shipping carrier directly

  • Check with neighbors or local pickup points

If you entered the wrong shipping address, contact us immediately at info@lunarapure.com.

Refunds

Once we receive and inspect your returned item:

  • We will notify you of the return approval status

  • If approved, a refund will be issued to your original payment method

Refund Processing Time

Please allow up to 7 business days from the date of approval for the refund to be processed.
Additional time may be required by your payment provider to reflect the refund on your statement.

Business Information

Store Name: Lunara Pure

Legal Company Name: JMNESS LLC
Address: 8206 Louisiana Blvd Ne, Ste A #5477 Albuquerque, NM, 87113, United States
Email: info@lunarapure.com
Phone: +1 571 456 1926
Business Registration Number: 000-80-09440

Customer Service Hours:
Monday to Friday: 9:00am – 6:00pm
Saturday: 9:00am – 4:00pm
Sunday: 9:00am – 2:00pm

Frequently Asked Questions

1) What items can I return?

Returns are accepted within 14 days of delivery for defective or incorrect items only. Items must be unused, in original condition, and include packaging and tags.

2) Which items are non-returnable?

Non-returnable items include: personalized/custom products, opened beauty or personal care items, hazardous materials/flammables, and gift cards.

3) How do I request a return?

Email info@lunarapure.com with your order number, reason for return, and photos (if applicable). Do not ship items without instructions from our team.

4) Who pays for return shipping?

The customer is responsible for return shipping costs unless the product is faulty or damaged during shipping.

5) How do exchanges work?

Request a return first. Once approved, you may place a new order for the replacement item.

6) How long do refunds take?

Refunds take up to 7 business days after approval. Additional time may be required by your bank or payment provider.

7) What if my item arrives damaged or incorrect?

Contact us with photos and your order number. We’ll provide a replacement or a full refund, depending on the situation.