Refund policy

We want you to love your night ritual. If something is not right, we will make it right. Here is exactly how.

1. Changed your mind? 30-day returns on unopened products

You can return any unopened, unused product in its original packaging within 30 days of delivery. Contact us first at aeluneskin@gmail.com with your order number; we reply within 24 hours on business days with the next steps. Please do not send anything back without contacting us, as parcels sent without instructions cannot be processed.

For change-of-mind returns, return shipping is at your expense and the original shipping cost is not refundable. In some cases we may refund you without asking you to send the item back; we will tell you when that applies.

2. Damaged, defective or wrong item? We cover it

If your order arrives damaged, defective, incomplete or incorrect, email us within 14 days of delivery with your order number and a photo. We send a free replacement or issue a full refund, including shipping. You do not need to return the item.

3. Didn't agree with your skin? Our skin-comfort guarantee

Everyone's skin is different. If a product does not agree with your skin, stop using it and contact us within 30 days of delivery with your order number and a short description. We refund that item, even if it has been opened, with no need to send it back. This guarantee applies once per customer. We always recommend a patch test before first use, and if you have a serious reaction, please see a healthcare professional.

4. Lost or delayed parcels

If your tracking has not moved for more than 10 business days, or your parcel is confirmed lost by the carrier, contact us and we send a replacement or refund your order. If a parcel is marked as delivered but you cannot find it, please check with neighbors and your local post office first, then contact us within 7 days so we can open a claim with the carrier.

5. Order changes and cancellations

You can change or cancel your order within 12 hours of placing it by emailing us. After that, your order may already be on its way and can no longer be changed; you can still return it under the conditions above.

6. How refunds are paid

Approved refunds are issued to your original payment method within 5 business days. Your bank or card provider may take a few extra days to show the amount. If you received a discount, the refund is based on the price you actually paid.

7. Before opening a dispute

If anything is wrong with your order, please write to us first. We answer every message and solving it directly is always faster than a bank dispute.