Refund policy

At LUNAP Professional, every order is prepared with care. We want your experience with us to feel considered from the moment you place your order to the moment it reaches you.

Because skincare, haircare and professional beauty products are personal-use products, returns are subject to specific conditions designed to protect product quality, safety and hygiene. Nothing in this policy limits any rights or remedies available to consumers under applicable Indian law.

Returns & Replacements

You may request a return, replacement or other appropriate resolution if:

  • you received the wrong product;
  • the product was damaged in transit;
  • the product arrived with damaged, leaking, broken or compromised packaging;
  • an item from your order is missing;
  • the product is defective; or
  • the product received is materially different from what you ordered.

Please contact us within 7 days of delivery to report the issue.

To help us review your request, please share:

  • your order number;
  • the name of the affected product;
  • clear photographs or videos of the product;
  • photographs of the inner and outer packaging; and
  • a brief description of the issue.

Please retain the product and all original packaging until your request has been reviewed.

Products That Cannot Be Returned

For hygiene and safety reasons, we generally cannot accept returns for products that have been opened, used, tested, altered or tampered with unless the product is defective, damaged or was supplied incorrectly.

A return may also be declined where:

  • the product has been used beyond what is reasonably necessary to identify or demonstrate the reported issue;
  • original packaging, labels, seals, components or accessories are missing;
  • the request is submitted after the applicable return period;
  • the product has been damaged after delivery because of improper handling, misuse or storage;
  • the product has been purchased from an unauthorised seller or another retailer; or
  • the return is requested solely because of a change of mind, fragrance preference, texture preference or other personal preference after the product has been opened or used.

Any statutory consumer rights relating to defective, deficient or incorrectly supplied goods continue to apply.

Damaged, Defective, Missing or Incorrect Orders

If your order arrives damaged, defective, incomplete or incorrect, please notify us as soon as possible and within 7 days of delivery.

Once we receive the required information, our team will review the request.

Depending on the circumstances and verification of the issue, we may provide:

  • a replacement;
  • a refund;
  • replacement of the missing item; or
  • another appropriate resolution.

We may request additional photographs, videos or other information where reasonably required to assess the request.

Refunds

Once your refund request has been approved, we will notify you.

For prepaid orders, approved refunds will ordinarily be processed to the original payment method used for the purchase.

After the refund is initiated by us, the time required for the amount to reflect in your account will depend on your bank, card issuer, UPI provider or payment service provider.

For Cash on Delivery (COD) orders, we may ask you to provide suitable bank or payment details so that an approved refund can be processed.

Shipping fees, COD charges or other non-product charges, where applicable, may not be refundable unless the return results from an error, defect or issue attributable to us.

Return Shipping

Where a return is required because a damaged, defective or incorrect product was supplied by us, LUNAP Professional will arrange the return or reimburse reasonable return-shipping costs, as applicable.

Please do not return any product without first contacting our customer support team and receiving return instructions.

Unauthorised returns may be delayed or may not be accepted.

Order Cancellations

Order cancellations are governed by our separate Cancellation Policy.

If your order has already been processed, packed, dispatched or handed over to our delivery partner, cancellation may no longer be possible.

If delivery has already taken place, the request will be considered under this Returns, Replacements & Refunds Policy.

Promotional, Complimentary & Gift Products

Where a complimentary product, free gift or promotional item formed part of a qualifying order, we may require that item to be returned together with the relevant products if the qualifying order is returned.

Where an offer, bundle or discount was conditional upon a minimum purchase value or combination of products, the final refund amount may be recalculated in accordance with the applicable promotional terms.

Complimentary products and gifts are generally not independently refundable for cash value.

Exchanges

We do not currently offer exchanges solely for change of mind, fragrance preference, texture preference or other personal preferences.

If you receive an incorrect, damaged or defective product, we may provide a replacement following verification.

Contact Us

For assistance with a return, replacement, refund or order-related issue, please contact:

LUNAP Professional
Operated/marketed by Bhavika Hospitality (OPC) Private Limited

Email: connect@lunap.in
Phone: +91 93100 14300
Phone: +91 93100 24300
Website: lunap.in

Registered Office:
Unit No. SP-10, Ground Floor and First Floor
Sector 144, Noida
Gautambuddha Nagar, Uttar Pradesh 201306
India

Please include your order number in all correspondence.

Grievance Officer

If your concern has not been satisfactorily resolved through our regular customer-support process, you may escalate the matter to:

Somya Singh
Legal Counsel & Grievance Officer
Email: connect@lunap.in

The Consumer Protection (E-Commerce) Rules, 2020 form part of the current Indian regulatory framework applicable to e-commerce entities and consumer grievance handling.