Refund policy
Is it possible to return an item purchased in a store via the Luna MicroCare website?
Clients are advised that purchases made in-store cannot be returned or exchanged via the Luna MicroCare website. Please consult the sale point you have purchased the item from or Contact Us and speak to a Client Services advisor for further advice.
What is the procedure for returning or exchanging Luna MicroCare products?
Luna MicroCare is dedicated to ensuring complete client satisfaction. If you are not entirely satisfied with your purchase, you may submit a return within 28 days of the purchase date.
Please be aware that only items purchased on www.lunamicrocare.com with valid and accompanying order information will be accepted for return. Additionally, final sale items are not eligible for return.
To be eligible for a return, items must be new, unused, unopened, and with all security seals still attached. Returns that do not meet these criteria will not be accepted and will be sent back to the customer.
All returns should be sent to:
IMPERIAL BIOSCIENCE LTD
BUILDING 3, CHISWICK BUSINESS PARK
566 CHISWICK HIGH RD
LONDON W4 5YA
If you have redeemed a gift with purchase, you are required to return both the gift and the qualifying items. Failure to do so may result in your return being ineligible for acceptance. Any exclusive offers or gifts with purchase (GWPs) received with your order must also be returned, or you will be charged the full value of the GWP.
Refunds to your card may take up to 10 business days to process, depending on your bank’s processing time. This duration can vary significantly between card issuers, and we have no control over it.
For any complaints or concerns about the service received or a product purchased, please contact us at info@lunamicrocare.com, and we will do our best to assist you.
Please note that we monitor the number of returns made by customers. Excessive returns may be flagged and could result in the refusal of future returns or the closure of your Luna MicroCare account.
Is it possible for items purchased online to be returned at a Luna MicroCare sale point?
Clients are advised that purchases made via lunamicrocare.com cannot be returned or exchanged in a sale point. Should you require further information on returns, please consult the Luna MicroCare Returns Policy, or contact
us and speak to a Client Services advisor for further advice.
How does Luna MicroCare process refunds?
Should your return qualify for a refund, the refund will be issued to the credit or debit card used to place the initial order. You will be refunded the cost of the returned product(s) when the return is received by Luna MicroCare and processed accordingly. Kindly note that shipping costs are non refundable. Should you return a product or products, then you must also return any exclusive offer or gift with purchase (GWP) that you may have received with the order. Failure to do so may result in you being charged the full value of the GWP.
Should my Luna MicroCare product arrive damaged, how might I return it?
We take great care in packaging our products to ensure they arrive safely. However, we apologise if any products are damaged during transport.
If you return a product or products in an order, then you must also return any exclusive offer/gift with purchase (GWP) that you may have received with that order or you will be charged the full value of the GWP.
Please allow 14 business days from receipt of package for processing. All returns should be returned to:
IMPERIAL BIOSCIENCE LTD
BUILDING 3, CHISWICK BUSINESS PARK
566 CHISWICK HIGH RD
LONDON W4 5YA
For additional information on returns and exchanges, please contact us.
I have returned my product, but haven’t heard anything from Luna MicroCare.
Kindly bear in mind that you should allow 14 business days from receipt of package for processing. Should additional information on returns be required, please do not hesitate to contact us.