OLIVE LUNE — REFUND & RETURNS POLICY

Last updated: 29 September 2026

We hope you love your Olive Lune products. If something isn’t right, we’re here to help.

This policy explains how cancellations, returns, refunds, damaged products and incorrect orders are handled.

Returns

If you change your mind about an eligible purchase, please contact us within 14 days of receiving your order to tell us that you wish to cancel and return it.

After notifying us, you must return the eligible goods within 14 days.

To be eligible for a return, products must be returned in their original condition and, where applicable, with their original seals and packaging intact.

Skincare & hygiene

For health, hygiene and safety reasons, sealed skincare or cosmetic products that have been unsealed after delivery may not be eligible for a change-of-mind return where the statutory hygiene exception applies.

Please do not open, use or test a product if you intend to return it because you have changed your mind.

This does not affect your legal rights if a product is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

How to request a return

Before sending anything back, contact us at:

[YOUR OLIVE LUNE EMAIL]

Please include your:

Order number · Full name · Product(s) you wish to return · Reason for the return

We will provide the appropriate return instructions.

Please do not send products back without first contacting us.

Return postage

For change-of-mind returns, you will normally be responsible for the cost of returning the product unless we tell you otherwise.

We recommend using a tracked postal service and retaining proof of postage.

If an item is faulty, damaged, incorrect or otherwise does not conform to your legal rights, please contact us and we will explain the appropriate return or refund process.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives.

If you receive a product that is damaged, faulty, incorrect or missing, contact us as soon as reasonably possible at [YOUR EMAIL].

Please provide your order number and, where appropriate, photographs showing the problem. This helps us investigate and resolve the issue quickly.

Depending on the circumstances and your legal rights, we may offer a replacement, refund or another appropriate remedy.

Refunds

Once an eligible return has been received and assessed, we will process the applicable refund.

Approved refunds will be issued to your original payment method.

Your bank or payment provider may require additional time to show the refund in your account after we have processed it.

Where you exercise a statutory right to cancel the entire eligible order, any refund of standard outbound delivery charges will be handled in accordance with applicable UK consumer law.

Additional delivery costs resulting from choosing a more expensive delivery method than our standard option may not be refundable.

Exchanges

We do not currently operate a general exchange service.

If you would like a different product, the simplest option is to return your eligible item in accordance with this policy and place a new order.

Allergies & skin reactions

Please review the product information and ingredient list before use.

Individual skin sensitivities and reactions can vary. If irritation occurs, discontinue use.

A reaction or sensitivity does not automatically mean that a product is faulty. However, if you believe there is a problem with the product itself, please contact us so we can investigate.

Your statutory rights

Nothing in this policy limits or excludes any rights you have under applicable consumer law.

UK customers may have additional legal remedies where goods are faulty, not as described or not of satisfactory quality.

For more information about consumer rights, see  ⁠UK Government — Accepting returns and giving refunds.