Refund policy
Returns, Refunds & Cancellations Policy
At Lunissima, we aim to provide a transparent and straightforward shopping experience. Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
2. Conditions for Returns
An item is eligible for return if:
- It is unused, unworn, and undamaged
- It is in its original condition
- All original labels and packaging are intact
- The return request is submitted within the return period
- The return has been pre-authorised by our customer service team
Trying on items for fit is permitted. If there are visible signs of wear, washing, or damage, a reduction in value may be applied.
3. Items Excluded from Returns
Returns are not accepted for:
- Items with broken hygiene seals
- Personalised or custom-made products
- Items damaged through improper use
- Underwear, shapewear, and any intimate apparel if the hygiene seal has been removed
4. Return Shipping & Restocking Fee
Customers are responsible for:
- All return shipping costs
- Selecting a shipping provider that supports tracking
- Ensuring accurate shipping documentation
Lunissima is not responsible for return parcels that are delayed, lost, or damaged in transit.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling.
The same 15% restocking fee applies to:
- Unopened packages refused upon delivery
- Parcels left unclaimed and automatically returned to us
Exception: The restocking fee may be waived if the item arrived damaged, defective, or incorrect. Each case is reviewed individually.
5. Return Address
Returns must be sent only to the return address provided by our customer service team after your return has been approved. Returns sent to any other address cannot be processed.
6. How to Start a Return
To request a return, please email support@lunissima.com with:
- Your order number
- The item(s) you wish to return
- The reason for return
- Clear photos (required for damaged or incorrect items)
- Your full name and shipping address
You will receive instructions within 24 business hours (Monday to Friday).
7. Damaged or Incorrect Items
If your item arrives damaged or incorrect, please contact us within 7 days of delivery at support@lunissima.com. Include your order number and clear photos of the issue. We will resolve it promptly at no cost to you, either through a replacement or a full refund.
8. Order Cancellations
Orders may be cancelled within 30 minutes of purchase. Once processing has begun, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy.
9. Refunds
Once your return has been received and inspected:
- You will be notified of the outcome
- Approved refunds are issued to your original payment method
- Please allow 5–10 business days for the refund to be finalised by your bank or payment provider
The 15% restocking fee, where applicable, will be deducted from the refund. Original shipping costs are non-refundable.
10. How Discounts Work When You Return Items
If your order included a promotional discount and you return part of your order, your refund may be adjusted. Discounts are recalculated based on the items you keep, not the items originally purchased. Refunds are always based on the final qualifying order value after returns.
11. Failed Delivery or Incorrect Address
If an order is returned to us due to an incomplete or incorrect address provided at checkout, we will either arrange redelivery once the correct address is confirmed, or offer store credit depending on the condition of the returned items. If items are not in their original condition upon return, a reduction in value may apply.
12. Store Credit
In certain cases, store credit may be offered at our discretion. Store credit is non-refundable and can only be issued once per order.
13. Policy Updates
Lunissima reserves the right to update or modify this policy at any time. Changes take effect immediately upon publication on our website.
14. Contact Information
If you have any questions, our support team is happy to assist.
Email: support@lunissima.com
Telephone: +61 491 820 592
Contact form: Contact Us
Business Information
Lunissima is an Australian business based in Queensland.
Address: Unit 1/20 Mary Street, Alexandra Headland, QLD 4572