Last updated January 2026
This policy explains when Lunnaré can accept a return, how hygiene rules apply to cosmetics, and how we handle faulty, damaged or incorrect items. It does not affect your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
If your item is still unopened, unused and with any hygiene seal intact, you may cancel your order and return it to us within 14 days of receiving it, in line with the Consumer Contracts Regulations 2013. Please contact us first so we can confirm the return address. Return postage is your responsibility unless the item is faulty, damaged or incorrect, and we refund within 14 days of receiving the item back.
Because our products are applied directly to the lips, we cannot accept a return once a product has been opened, used or its hygiene seal broken — unless the item is faulty, damaged or not what you ordered. This protects the health and safety of every customer and does not affect your rights over faulty goods.
If your order arrives damaged, faulty, or contains the wrong item, please contact us as soon as possible, ideally within 30 days of delivery. Faulty, damaged or incorrect items can be returned even once opened, and return postage is on us.
Depending on the circumstances we may offer:
This helps us investigate quickly and prevent the issue happening again. Every case is assessed individually — please give us the chance to make it right.
If a refund is agreed, we'll process it back to your original payment method within 5–10 business days. Depending on your bank, it may take a few additional days for the funds to appear.
Because Design-Your-Own gloss and Custom Lip Kit orders are made to your personal specifications, the 14-day cancellation right does not apply once production has started. We will of course still replace or refund any custom order that arrives damaged, faulty or incorrectly made.
Nothing in this policy affects your legal rights as a consumer. Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described; where they are not, you may be entitled to a repair, replacement or refund. The Consumer Contracts Regulations 2013 also give you a 14-day cancellation right for most online purchases, subject to the sealed-goods and personalised-goods exceptions described above.
To report a damaged, faulty or incorrect item, Email us at Lunnarbeauty@gmail.com with your order number and photographs. We aim to reply within 3 business days.