Refund policy
At HanaLuna, we want you to feel confident in your purchase. If there is an issue with your order, please contact us, and we will work with you to find a fair solution.
Returns
You may request a return within 14 days of the delivery date.
Products should preferably be unopened, unused, and in their original packaging. However, we understand that skincare products may need to be opened before an issue is discovered. Opened products may be considered for return on a case-by-case basis.
To be eligible for a return, customers should provide, when available:
- Order number
- Photos of the product
- Photos of the original packaging
- Photo of the shipping label
- A brief explanation of the issue
Please contact us before mailing any product back. Returns sent without prior approval may not be accepted.
Damaged, Defective, or Incorrect Products
Please inspect your order as soon as it arrives.
Damaged, defective, leaking, or incorrect products should be reported as soon as possible and no later than 7 days after delivery.
When possible, please provide photos of the product, packaging, shipping label, and your order number.
If we confirm that an item was damaged, defective, or sent incorrectly, HanaLuna will cover the return shipping costs and may provide a replacement, exchange, store credit, or refund.
Return Shipping
Customers are responsible for return shipping costs for standard returns, including returns based on personal preference.
HanaLuna will cover reasonable return shipping costs when the product is confirmed to be damaged, defective, or incorrect.
Original shipping charges are nonrefundable.
Exchanges
We offer direct exchanges when inventory is available.
Once your return is approved, we will provide instructions for returning the original product. Replacement products will generally be shipped after the returned item has been received or after the issue has been verified.
Skincare Reactions and Product Satisfaction
We understand that skincare products may work differently for each person.
Customers may request one return or exchange for concerns such as:
- Skin irritation or sensitivity
- Allergic reaction
- Dissatisfaction with the scent or texture
- The product not meeting the customer’s expectations
These requests will be reviewed individually. To prevent misuse of the policy, repeated returns involving multiple opened products or recurring dissatisfaction may not be approved.
HanaLuna does not guarantee specific skincare results, as results may vary depending on skin type, usage, routine, and other individual factors.
Refunds and Store Credit
We prefer to issue approved returns as HanaLuna store credit, allowing customers to select another product that may better fit their skincare needs.
Customers may also request a refund to the original payment method.
Once the returned product is received and inspected, approved refunds or store credits will be processed within 7 business days.
The time required for a refund to appear in your account may depend on your bank, credit card provider, or payment processor.
Nonreturnable and Final-Sale Items
The following items are not eligible for return, exchange, or refund:
- Sale or clearance items
- Products marked final sale
- Gift cards
- Samples
- Promotional items
- Free gifts
- Complimentary products
- Bundles or sets with missing products
- Partially returned bundles or sets
If a final-sale product arrives damaged, defective, or incorrect, please contact us within 7 days so we can review the issue.
Order Cancellations
Orders may be canceled within 15 minutes provided the order has not already been processed or shipped.
Because HanaLuna typically ships orders the same business day, we cannot guarantee cancellation after the 15 minute window.
Once an order has shipped, it must be handled through the standard return process.
Lost or Missing Packages
If your tracking information shows that a package was delivered but you cannot locate it, please first:
- Check the delivery area, mailbox, front desk, parcel locker, or other secure locations.
- Confirm the shipping address entered at checkout.
- Check with household members or neighbors.
- Contact the shipping carrier and open a missing-package inquiry.
If the carrier is unable to resolve the issue, please contact HanaLuna with your order number and the carrier’s case or inquiry information.
After reviewing the situation, HanaLuna may send a replacement order. Before a replacement is shipped, the customer must confirm the original shipping address or provide an alternate secure shipping address.
Replacement approval is subject to review and product availability.
Return Address
Approved returns should be mailed to:
HanaLuna
4011 NW 23rd St
Oklahoma City, OK 73107
United States
Please do not mail products to this address without first receiving return approval and instructions from HanaLuna.
United States Orders Only
This return and refund policy applies only to orders shipped within the United States.
Contact Us
To request a return, cancellation, exchange, refund, or replacement, contact us at:
info@hanaluna.com
Please include your full name, order number, and a description of the issue.