Refund policy
Return and Refund Policy
Last updated: July 21, 2026
Thank you for shopping with Lunavé. We want you to feel confident in every purchase. This policy outlines your rights and our process for returns and refunds.
Our Guarantee
We take pride in the quality of our products and want every customer to have a positive experience. If you are not satisfied with your purchase for any reason, we want to make it right.
Returns
Due to the nature of food supplement products and for hygiene reasons, we are only able to accept returns on unopened, sealed products in their original condition.
We offer a 30-day return window for unopened products as a goodwill policy. This is in addition to your statutory rights under UK consumer law. Please note that this 30 day return window exceeds your statutory 14 day cancellation right under the Consumer Contracts Regulations 2013 and is offered as a goodwill gesture.
To be eligible for a return:
- The product must be unopened and in its original, undamaged packaging
- The inner seal must be intact
- You must have proof of purchase (order confirmation email)
We do not accept returns on opened products unless the product is faulty or damaged on arrival.
To initiate a return, please contact us at info@lunave.co.uk with your order number and reason for return. We will respond within 2 business days with return instructions.
Please do not send products back without contacting us first.
Return shipping costs are the responsibility of the customer unless the product arrived damaged or faulty, in which case we will cover return postage in full.
EU Customers: Right of Withdrawal
If you are based in the EU, you have the right to withdraw from your purchase within 30 days of delivery without giving a reason. To exercise this right, contact us at info@lunave.co.uk before the period expires.
Please note: under Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to sealed goods unsuitable for return on hygiene grounds once the seal is broken. As food supplements, our products fall within this exemption - we cannot accept returns of opened items unless they are faulty.
Return shipping for withdrawal returns is at your cost. Refunds are processed within 14 days of receiving the returned goods.
Refunds
Once your return is received and inspected, we will notify you by email of the outcome.
If your return is approved, your refund will be processed to your original payment method within 5-7 business days.
If your return is not approved following inspection, we will notify you by email and return the product to you at your cost.
Please note that original shipping costs are non-refundable unless the return is due to our error or a faulty product.
If you have not received your refund after 7 business days, please check with your bank first, as processing times vary. If you still have not received it, please contact us at info@lunave.co.uk.
Damaged, Faulty or Incorrect Items
If your product arrived damaged, defective, or incorrect, please contact us within 7 days of delivery at info@lunave.co.uk with:
- Your order number
- A clear photo of the item and packaging
We will arrange a replacement or full refund - whichever you prefer, at no cost to you, including return postage where required.
Results and Effectiveness
Our supplements are formulated to support your wellness goals when used consistently as directed. Results vary between individuals and depend on consistent use over time. We cannot guarantee refunds on the basis that a product did not produce the results you expected, as individual responses to food supplements differ and are outside our control.
We recommend reading our suggested use guidelines and managing expectations before purchasing. If you have questions about whether our products are right for you, please contact us before buying.
Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return your unopened item for a refund and place a new order.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If you are unsatisfied with how we have handled your return or refund, you may be entitled to refer your complaint to an alternative dispute resolution scheme or seek advice from Citizens Advice or Trading Standards.
If you are based in the EU, your statutory rights are protected under the EU Consumer Rights Directive and applicable national legislation.
Contact Us
For any return or refund queries, please contact us at:
Email: info@lunave.co.uk
Business address: Lunavé Ltd, 124 City Road, London, EC1V 2NX, United Kingdom
We aim to respond to all enquiries within 2 business days.