Refund policy

Last updated: 23 October 2026

Our 30 day promise

Not thrilled with your Lunisse experience? Contact us within 30 days of delivery and we’ll make it right.

Email lunisseskin@gmail.com with your order number and a description of the issue. If it concerns the condition of your patch, please include a clear photo where possible. You do not need to send photos of your body.

We’ll review what happened and arrange an appropriate solution. Depending on the issue, this may be help with use or care, a replacement, or a partial or full refund. Our promise covers patches you have opened and tried; it is not limited to unopened products. We may ask for reasonable information to verify the purchase and understand the issue. Duplicate claims for an issue already resolved, or deliberately false claims, are not covered.

Change-of-mind returns

For returns unrelated to a product issue, contact us within 30 days of delivery. Patches must be unused, unopened and in their original packaging. Contact us before sending a return so we can provide the correct return address and instructions. Please do not send returns to an address printed on a delivery label.

For voluntary change-of-mind returns, you pay return postage and original delivery charges are not refundable, except where applicable law requires otherwise. These conditions do not restrict remedies for faulty, damaged or misdescribed goods.

Damaged, faulty or incorrect items

Contact us as soon as reasonably possible with your order number and details of the problem. A photo of the item and packaging can help us resolve it faster. We will provide the remedy required by applicable consumer law and cover reasonable return costs where required. You do not have to buy shipping protection to receive your legal rights.

Missing deliveries

If an order has not arrived, or tracking shows delivery but you cannot locate it, contact us. We’ll investigate with the carrier and arrange an appropriate resolution. You do not need to wait 30 days before reporting a missing order.

Refunds

Approved refunds are sent to the original payment method. We’ll email you when a refund is processed. Banks and payment providers may take 5 to 10 business days to display it. Where a legal deadline applies, we will comply with it. Store credit will not replace a refund you are legally entitled to unless you agree.

UK cancellation rights

If UK distance-selling cancellation rights apply to your order, you may notify us of cancellation within 14 days of receiving the goods and return them within a further 14 days. We will refund the item price and standard outbound delivery charge within 14 days of receiving the returned goods or evidence of their return, whichever is earlier. You pay direct return postage unless we agree otherwise or the goods are faulty. A deduction may apply for handling beyond what is reasonably necessary to inspect the goods. Any exception for unsealed hygiene goods applies only where the law allows it.

Your consumer rights

This policy and the 30-day period do not exclude, restrict or replace mandatory consumer rights, including rights under the New Zealand Consumer Guarantees Act and Australian Consumer Law where applicable. Those rights may apply beyond 30 days. If this policy conflicts with a mandatory legal right, that right takes priority.