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RETURNS & EXCHANGES

 

If you wish to return your purchase for any reason, please contact us using 

our online Contact Us Form, stating your order number, reasons for return 

and the date the order was returned.

 

† Please note that because of the Covid-19 pandemic, there may be a delay 

in processing returns. All other terms and conditions related to returns and 

refunds apply.

 

You can give notice of cancellation for products ordered on 

www.lunamicrocare.com from the date of receiving the ordered goods until 

14 days after the day on which you receive your products.

 

You may cancel by contacting our Customer Care Department by telephone on (+44)1273443846 or via email to [email protected]

 

Our customer care team will provide you with a free DPD return to store label 

to return your products.

 

If the DPD return to store service is not available in your area, our customer 

care team will provide a returns address and we request that you return 

products to us to Returns Department, Imperial Bioscience, UK. Mocatta 

House Trafalgar Place, Brighton, BN1 4DU, the United Kingdom via the 

Post Office ‘Royal Mail Signed For’ delivery method. We will pay the reasonable 

delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product.

 

We will email you to confirm we have received your cancellation. You may also 

contact our Customer Care Department by telephone on (+44)1273443846.

 

Your right of cancellation does not apply in the case of a contract for the supply 

of sealed goods which are not suitable for return due to health protection and 

hygiene reasons if they become unsealed after delivery. Certain products are 

cellophane wrapped and/or contain a seal to be removed before use and fall 

within the category of “sealed goods”.

 

If the product(s) received are not those you have ordered or of they have been 

damaged or are faulty, then return such product(s) in their original form and 

packaging. In this case, if the non-compliant nature of the product is confirmed 

by us, we will refund the price of the product in full and where the full order 

is returned will refund any delivery costs you have paid, although as permitted 

by law, the maximum refund will be the costs of delivery by the least expensive 

delivery method we offer. For example, if we offer standard delivery of a 

Product within a certain timeframe at one cost but you select express delivery 

of a Product within a shorter timeframe at a higher cost, then we will only 

refund what you would have paid if you had selected the cheapest delivery 

method we offer. For the avoidance of doubt, if the Standard Delivery method 

we offer is free then you will not be refunded any delivery costs even if you opted 

for another delivery method which was not free. 

 

Note that only in these specified circumstances (faulty, damaged, non-compliant product) will we pay any reasonable delivery costs that you may incur in returning the product to us (where the DPD return to store service is not available) provided that you include a returns proof of postage receipt when returning the product. 

We request that you return such products to us via the Post Office ‘Royal Mail 

Signed For’ delivery method.

 

It is not possible to exchange or obtain reimbursement for any products ordered from this website at pharmacies or retailers. It is also not possible to exchange or obtain reimbursement for any products ordered from another online store.

 

 

DELIVERY

 

1. Orders are prepared by the logistics centre located at Imperial Bioscience, 

UK., Mocatta House, Trafalgar Place, Brighton, BN1 4DU, United Kingdom 

and then dispatched by the carrier nominated by Luna MicroCare (DPD). 

The estimated delivery time will be included in the Order Acknowledgement 

and Dispatch Confirmation sent to you. The estimated delivery times set out 

in the table below are from the date on which you place your order with us. 

Please note that the delivery time quoted is an estimate only. Estimated Delivery Option*** Estimated Delivery Time*** Standard Delivery 3-5 working days*** If order is placed before 11am on a working day. If order 

it is placed after 11am or on any non-working day then estimated delivery will 

be on the second working day.*** Delivery costs will be displayed on the 

checkout page of the Website. † Please note that for delivery to rural areas 

such as Northern Ireland, Scottish Highlands, islands, Aberdeen and other 

rural areas an extra working day needs to be taken into account of for these 

delivery options.

 

The Products ordered by you will be delivered to the delivery address stated by 

you when completing your order on our website and you will need to sign 

for the delivery (regardless of the Delivery Method selected). You undertake 

to supply the exact delivery address when placing your order for the Products, 

which can be different to the billing address you provide.

 

If no one is available at your address to take delivery, we will leave you a 

note to advise that the Products have either been left with a neighbour who 

has signed for the delivery or to advise that the Products have been returned to 

our premises. In the latter case, to rearrange delivery please contact our Luna MicroCare Customer Care Department by email at 

[email protected] or by telephone on (+44)1273443846 

(Monday to Friday 9 am to 6 pm).

Delivery of an order shall be completed when we deliver the Products to 

the address you give to us when completing your order on our website 

and the Products will be your responsibility from that time.

You own the Products once we have received payment in full, 

including all applicable delivery charges.

 

Delivery problems:

Luna MicroCare will not be liable or responsible if your delivery is affected by 

an Event Outside Our Control (see Clause including in the event of overly long 

delivery time caused by the transportation services, and in the event of the 

loss of the Products ordered. If a delivery is late, you must inform our Luna MicroCare Customer Care Department as soon as possible, by email 

sent to at [email protected] or by telephone on (+44)1273443846 

(Monday to Friday 9am to 6pm). Luna MicroCare shall then contact its chosen 

carrier in order to initiate an enquiry. Enquiries may take some time.

 

We will not be liable or responsible for any failure to perform or delay in 

performance of, any of our obligations under a Contract that is caused by an 

Event Outside Our Control. An Event Outside Our Control is defined below in 

Clause 6.1.1. An Event Outside Our Control means any act or event beyond 

our reasonable control, including without limitation strikes of all natures, 

lock-outs or other industrial action by third parties, civil commotion, riot, 

insurrection, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disasters, or failure of public or private telecommunications networks, severe disturbance in the security 

of the internet, technical failures, unauthorized access and/or intrusions into 

the Website’s servers, or impossibility of the use of railways, shipping, aircraft, 

motor transport or other means of public or private transport.

 

If an Event Outside Our Control takes place that affects the performance of 

our obligations under a Contract: we will contact you as soon as reasonably 

possible to notify you, and our obligations under a Contract will be suspended 

and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after 

the Event Outside Our Control is over.

 

You may cancel a Contract affected by an Event Outside Our Control which 

has continued for more than 30 days. To cancel please contact us. If you opt to 

cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

Orders should in any event be delivered at the latest thirty (30) days after the date on which you receive a Dispatch Confirmation email from us.

 

Upon receipt of the Products ordered, you must check that the Products are as 

per your order completed on our website. Any delivery anomalies (missing or 

broken Products, parcel damaged, etc.) must be noted by you on the delivery note including the returns form presented to you when the parcel is delivered and must imperatively be notified to our Luna MicroCare Customer Care Department, by email sent to [email protected] or by telephone on (+44)1273443846 (Monday to Friday 9 am to 6 pm) specifying which product does not match the order.

If we miss the Estimated Delivery Time for any Product(s) then you may cancel 

your order immediately if any of the following apply: we have refused to deliver the Product(s); or delivery within the Estimated Delivery Time was essential (taking into account all the relevant circumstances) and you specifically communicated this to us before we accepted your order.

 

If we miss the Estimated Delivery Time for any Products and you do not wish to 

cancel your order immediately, or do not have the right to do so under Clause 8, 

you can give us a new time for delivery, which must be reasonable, and you can 

cancel your order if we do not meet the new time.

 

If you do choose to cancel your order for late delivery under Clause 8 or 9, 

you can do so for just some of the Products or all of them, unless splitting them 

up would significantly reduce their value. If the Products have been delivered 

to you, you will have to return them to us, and we will pay the reasonable 

costs of this subject to the inclusion of an applicable return’s delivery receipt. 

After you cancel your order, we will refund any sums you have paid to us for 

the cancelled products and their delivery.

 

Last orders for Christmas and Bank Holidays: Ordering for Christmas and 

Bank Holidays? Please see our website for last order dates for delivery 

before 25th December and before Bank Holidays.