Refund policy

We want you to be completely satisfied with your purchase from Luna Beauty Supplies. If you need to return an item, please review our policy below.

1. General Returns (14-Day Policy)

We offer a 14-day return policy for eligible items. You have 14 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

  • Unused, unworn, and in the exact same condition that you received it.

  • In its original, unopened packaging.

  • Accompanied by the receipt or proof of purchase.

  • A 15% re-stocking fee will be charged.
  • Shipping costs are not refundable.

2. Exceptions & Non-Returnable Items

Please choose carefully, as we do not accept change-of-mind returns on the following items:

  • Furniture & Equipment: All standard and made-to-order furniture and equipment are strictly non-refundable for change of mind.

  • Made-to-Order Items: Once production has begun, custom or made-to-order pieces cannot be cancelled or refunded. (Please note: Luna Beauty Supplies is not liable for manufacturing or shipping delays outside of our control on made-to-order items).

  • Sale & Clearance Items: All discounted or clearance items are final sale.

3. How to Process a Return

Please do not send items back to us without requesting a return first, as unauthorized returns will not be accepted.

  1. Request Authorization: Email us at hello@lunabeautysupplies.com.au to initiate your return.

  2. Await Approval: We will review your request. If your return is accepted, we will provide you with further instructions.

  3. Shipping the Item:

    • For Faulty Items: We will provide you with a prepaid return shipping label.

    • For Change of Mind: You are responsible for organizing and paying for the return shipping costs. (Please note that original shipping costs are non-refundable).

  4. Return Address: Approved returns must be sent to: Luna Beauty Supplies, 25 Mann Terrace, North Adelaide, SA 5006.

4. Damages and Order Issues

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or if you received the incorrect product, please contact us immediately at hello@lunabeautysupplies.com.au.

To help us resolve the issue as quickly as possible, please include a description of the problem and attach clear photos of the damaged item and packaging. We will evaluate the issue and make it right.

5. Exchanges

The fastest way to ensure you get the product you want is to return your unwanted item (following the return process above). Once your return is accepted and processed, you can make a separate purchase for the new item.

6. Refunds & Processing Times

Once we receive and inspect your returned item, we will notify you via email to let you know if the refund was approved.

  • If approved, your refund will be automatically processed back to your original payment method within 10 business days.

  • Please keep in mind that it can take additional time for your bank or credit card company to post the funds to your account.

If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at hello@lunabeautysupplies.com.au.