Want to return or exchange the L&L skin Devices?
Here’s how to get started:
Your device can be returned 60-days from the day of your purchase.
BEFORE YOU RETURN YOUR DEVICE READ THIS: the Returned product must be in good physical condition (not physically broken or damaged) and in original packaging. All accessories originally included with your product must be included with your return. If you do not follow these terms, we can deny your refund.
If you buy the device from a third party like Amazon, or other retailers please contact the third party.
We cannot process third party returns.
IMPORTANT: All returns must be processed within 60 days of your purchase date.
Do I have to pay anything to Return the Device?
Every product at Skinluna, including the serums, has a 10% processing fee.
Purchased SkinLuna Gift Cards are not eligible for returns under any circumstances.
If you have any questions at all about our policy, don’t hesitate to reach out to us at Contact@SkinLuna.com, We are here to serve.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
We recommend using a trackable shipping service or purchasing shipping insurance when returning items.
How long does it take to process the refund?
Refunds processing time may take up 14 business days from the day we receive the returned product. We will notify you by email when we receive your return and when the process has begun.
Please note: Our Devices take at least 8-weeks or 60-days to work. So if you have just started to use the device and aren’t seeing desired results yet, don’t fret. Give the SkinLuna/L&L Skin Devices time to work its magic.
And as always feel free to reach out to our customer team on best practices to maximize results at email@example.com
But what if my device is defective?
L&L Skin products are manufactured in the most stringent conditions in Japanese laboratories. However, in the rare chance that your product has a defect or arrived damaged, you can get an exchange or a replacement for up to 30 days from the date of receipt. Follow the steps below to submit your request.
If your device does not work upon arrival, contact our customer service team immediately at firstname.lastname@example.org
Products must have been purchased directly from skinluna.com. We cannot process requests for exchanges or replacements for products purchased from other retail outlets.
Contact customer service at skinluna.com within 30 days of receipt of items, and provide the following information: Order reference number and list of specific items you would like an exchange or a replacement (including its product numbers), as well as the following:
a picture of the damaged packaging as well as the product if the item arrived damaged
a written description of the defect
specify if you would prefer an exchange or a replacement
Customer service will confirm receipt of your email and advise if your item is eligible for an exchange or a replacement. Please note that original shipping and handling charges are non-refundable and additional local taxes may be applicable.
Once your return is received and inspected by our fulfilment centers (usually within 7 working days of receipt), your refund will be processed and issued through your original method of payment within 14 working days
What about the LunaRevive serum? Can I return it if it doesn’t work for me?
We believe you will love the LunaRevive advance treatment serum, just like our other customers do! Please note our serum takes about at-least 8 weeks or 60-days to work, give our LunaRevive time to work its magic!
However, if you aren't satisfied with a product for any reason, simply return the unused portion within 60 days from the purchase date.
If you'd like to make a return, please follow these step-by-step instructions:
You’re welcome to return collections and sets that are eligible for a return. Just remember, to obtain a refund, you must return the entire collection or set together.
We can’t, unfortunately, process exchanges at this time unless you’ve received defective products from us.
We kindly request if a free gift was associated with the product or the order, it is included in the return.
Items marked Final Sale or purchased during seasonal promotions are not eligible for returns, including devices and serums.
Be sure to include your order number in your email.
If you receive a product that is damaged in transit or not exactly what you ordered (including Final Sale and non-refundable product), we will replace the product, provided you submit a ticket with Counter Support at email@example.com within 7 days of receipt. Be sure to include your order number in your email.
The amount shown in the return process is an estimate. The actual refund amount is subject to applied discounts, taxes, shipping costs, and Product Credit, and will be indicated on your refund confirmation email.
If you used Product Credit when ordering, the Product Credit amount will be applied back to your account first. Any amount remaining will go back to the original payment method used.
If a Member order that earned Product Credit is returned, the amount of Product Credit will be deducted from the Member account.
Once the returnships, use the link in your return request confirmation email to track its progress.
Once your return is received, please allow up to 10 business days for the refund to be processed. You will receive a refund confirmation email once your return has been completed.
Your bank may take up to several additional business days to post the refund to your account.
If you have any questions on how to return your item to us, contact us at firstname.lastname@example.org