Return & Refund Policy

We hope you love your Dewluna order. If something isn’t right, please contact us at hello@dewluna.com and we’ll be happy to help.

Returns

We accept eligible return requests within 7 days of receiving your order.

To be eligible for a return, the product must be:

• Unused, unworn and unaltered

• Unopened and in its original packaging

• In the same condition in which it was received

• Accompanied by proof of purchase

For hygiene reasons, lashes that have been opened, removed from their tray, tried on, worn, cut, altered, or otherwise used cannot be returned or exchanged, unless the product is defective.

To request a return, please contact hello@dewluna.com with your order number and reason for return before sending anything back.

If your return is approved, we will provide you with the return address and shipping instructions by email. Items returned without prior approval may not be accepted.

Return Shipping

For eligible returns due to a change of mind, the customer is responsible for the cost of return shipping.

Original delivery charges are non-refundable unless the return is due to an error by Dewluna or where otherwise required by applicable law.

If you received an incorrect, damaged or defective item, please contact us so we can resolve the issue. Where the issue is confirmed to be our responsibility, Dewluna will cover the applicable return or replacement shipping costs.

Damaged, Defective or Incorrect Orders

Please inspect your order as soon as you receive it.

If your order arrives damaged, defective, incomplete, or you receive the wrong product, please contact hello@dewluna.com as soon as possible and include:

• Your order number

• A description of the issue

• Clear photos or videos showing the product and packaging

We will review the issue and, where applicable, arrange a replacement, refund, or other appropriate resolution.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on products that have been opened, tried on, worn, used, cut, altered, or removed from their original product tray or packaging, except where the product is defective or where required by applicable law.

Items marked as final sale are also not eligible for change-of-mind returns. This does not affect any rights you may have in relation to defective, damaged, incorrect, or misdescribed products.

Exchanges

We do not currently offer direct exchanges.

If you would like a different eligible product, please request a return. Once the return has been approved, you may place a new order for the product you would like.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days of approval.

Please note that your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact hello@dewluna.com.

Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any rights you may have under applicable consumer protection laws.

Contact

For any questions regarding returns or refunds, please contact:

DEWLUNA COSMETICS
C70 Building, Atiq Bin Aran Street, Al Muntazah, Abu Dhabi, UAE
Phone: +971 50 839 0302
Email: hello@dewluna.com