Refund policy
Return & Refund Policy
Lune Lupo B.V. | Vismarkt 52a, 9711 KV Groningen, Netherlands | KvK 42085879 | VAT NL869643319B01
Returns at Lune Lupo
Not entirely satisfied? No problem. You have a 30-day cooling-off period from the moment you receive your order. Within that period, you can return your order without giving any reason.
What can you return?
All products that are unopened and have an intact seal can be returned to us within the cooling-off period.
Because we sell skincare and supplements, there is one important exception: if the seal (or foil) of a product has been broken, we can no longer accept it for return due to hygiene and health reasons. An opened jar can never be sold to anyone else — this way, you can also be sure that every product we ship is unused and safe. You can always assess the product's characteristics through the outer packaging and the information on the product page, without breaking the seal.
How it works
1. Register your return — Within 30 days of receipt, send an email to hello@lunelupo.com with your order number and the products you wish to return. You may also use the withdrawal form (available with our terms and conditions), but this is not required.
2. Pack your return — Place the products — with the seal intact — preferably in the original packaging, together with any accessories.
3. Ship your package — Send the package within 14 days of registering your return to our fulfillment center (not our registered office):
Lune Lupo B.V.
Attn: Returns
De factorij 19
1689 AK Zwaag
Netherlands
Keep your proof of shipment. The cost of returning is at your own expense.
4. Your money back — We will refund the full purchase amount, including standard shipping costs, within 14 days of receiving your return notification, using the same payment method you used to pay. We may withhold the refund until we have received your return or until you have provided proof of shipment, whichever comes first.
Received a damaged or wrong product?
We'll resolve that right away — this falls outside the regular return policy. Send an email to hello@lunelupo.com with your order number and a photo of the product, and we'll provide a suitable solution: a new product or your money back. Naturally, all our products are covered by the statutory warranty.
Frequently asked questions
I ordered multiple products — can I return just one?
Yes, you may also return part of your order. You will then be refunded the amount of the returned products.
When does my cooling-off period start?
On the day after you receive (the last product of) your order.
I've opened the product — can I still return it?
No — once the seal has been broken, we unfortunately can no longer accept the product for return due to hygiene reasons. Unsure about a product? Contact us before opening it, we're happy to help.