Returns & Exchanges

We stand behind every product we create. If you're not completely satisfied with your purchase, we're here to make it right. Our returns process is designed to be as simple and stress-free as your skincare ritual.

You have 30 days from the date of delivery to return any product for a full refund or exchange. We believe you should have ample time to experience our products and see the results for yourself.

Starting a return is easy. Follow these simple steps:

1. Contact Us — Email returns@thelunivaaqgroup.com with your order number and the reason for your return. We'll respond within 24 hours with your return authorization.
2. Pack Your Items — Carefully pack the product(s) in their original packaging. If you no longer have the original box, use a sturdy box with adequate protection.
3. Ship It Back — Use the prepaid shipping label we provide. Drop off your package at any authorized shipping location.
4. Receive Your Refund — Once we receive and inspect your return, we'll process your refund within 5-7 business days. Refunds are issued to your original payment method.

Want to try a different product instead? We're happy to help you find the perfect match for your skin. Simply mention in your return request that you'd like an exchange, and our team will assist you in selecting a new product.

If the exchange item is of higher value, we'll send a secure payment link for the difference. If it's lower, we'll refund the balance to your original payment method.

We provide free return shipping within Australia for all orders over $75. For orders under $75, a $9.95 return shipping fee will be deducted from your refund.

For international returns, customers are responsible for return shipping costs. We recommend using a tracked shipping service to ensure your package reaches us safely.

For hygiene and safety reasons, the following items cannot be returned:

• Gift cards and e-gift cards
• Products marked as final sale
• Items purchased more than 30 days ago
• Products that have been heavily used (less than 50% remaining)
• Items without original packaging or missing components

Received something damaged or defective? We sincerely apologize and will make it right immediately. Please contact us within 48 hours of receiving your order with:

• Your order number
• Photos of the damaged item and packaging
• A brief description of the issue

We'll send a replacement at no additional cost, or issue a full refund—whichever you prefer.

Once we receive your return, please allow 5-7 business days for processing. After your refund is processed, it may take an additional 3-5 business days for the funds to appear in your account, depending on your bank or payment provider.

You'll receive email confirmation at each step: when we receive your return, when your refund is processed, and a summary of the transaction.

Our customer care team is here to assist you with any questions about returns, exchanges, or finding the right products for your skin. We're committed to making your experience exceptional.

returns@thelunivaaqgroup.com
Response time: Within 24 hours