Returns Policy
We hope you adore every Delune product, but if something doesn’t feel right, Delune’s return and exchange policy is designed to make the process simple and transparent.
Returns
We accept eligible returns of defective and non-defective products within 30 days of delivery, unless a longer period is required by applicable local consumer law.
To be eligible for a return:
- The product must be unused, unopened, and in its original packaging.
- The return request must be submitted within 30 days of receiving your order.
- Proof of purchase, such as an order confirmation or receipt, is required.
For hygiene and safety reasons, products that have been opened, used, or had their protective seal removed cannot normally be returned unless they are damaged, defective, or incorrect.
How to Return
All returns must be authorised before they are sent back to Delune. Products returned without prior approval may not be accepted.
To begin a return, please submit a request through the contact form on your local Delune website. Include your order number, the product you wish to return, and the reason for your request.
Once your request has been reviewed and approved, Delune’s team will provide the relevant return instructions. Return methods and shipping arrangements may vary depending on your location and the reason for the return.
Please do not send products to any Delune address until you have received confirmation and return instructions from our team.
Restocking Fee
Because Delune products are prepared, allocated, and packaged specifically for each order, a 50% restocking fee based on the product price applies to accepted non-defective returns, except where prohibited or otherwise restricted by applicable local consumer law.
This fee helps cover the costs associated with order preparation, handling, inspection, quality assurance, and the fact that returned products may no longer be suitable for resale.
The restocking fee does not apply where a product is confirmed to be damaged, defective, or incorrect.
Where applicable consumer law provides a statutory right to cancel or return an order without such a deduction, those legal rights will take priority over this policy.
Return Shipping
For non-defective returns, the customer may be responsible for the cost of returning the product to Delune.
Where a product is confirmed to be damaged, defective, or incorrect, Delune will cover the reasonable costs associated with returning or replacing the product.
Any return label or return shipping method provided by Delune must be used only for the authorised return to which it relates.
Refunds
Once your return has been received and inspected, we will notify you of the outcome of your request.
Approved refunds, minus the applicable 50% restocking fee, will be issued to the original payment method. The restocking fee will not apply to products confirmed to be damaged, defective, or incorrect, or where such a deduction is not permitted by applicable law.
Approved refunds are normally submitted to the original payment method within 5–10 business days. Your bank or payment provider may require additional time for the refund to appear in your account.
Original delivery charges are generally non-refundable unless the return is due to a damaged, defective, or incorrect product, or where otherwise required by applicable consumer law.
If your order was paid for using an instalment or buy-now-pay-later service, any approved refund will be processed through the original payment provider. The provider will update your payment schedule or account balance according to its own processing times and terms.
Exchanges
Eligible products may be exchanged within 30 days of delivery, subject to product availability and the conditions outlined in this policy.
Exchanges may be requested for the same product or another product of equivalent value. Where the replacement product has a different value, our team will advise you of the available options.
To request an exchange, please use the contact form on your local Delune website and include your order number, the product you wish to exchange, and the reason for your request.
If you received a damaged, defective, or incorrect product, Delune will arrange an appropriate replacement or another suitable resolution without applying a restocking fee.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, or incorrect, please notify us through the contact form within 7 days of delivery.
Please include your order number, a description of the issue, and clear photographs of the product and packaging where possible.
Once the issue has been reviewed, Delune may arrange a replacement, full refund, or another appropriate resolution. No restocking fee will apply where a product is confirmed to be damaged, defective, or incorrect.
Please retain the product and all original packaging until our team has completed its review and provided further instructions.
Non-Returnable Products
Certain products may not be eligible for return, including:
- Products that have been opened, used, altered, or damaged after delivery.
- Products with a broken or removed hygiene or protective seal.
- Products that are not returned in their original packaging.
- Personalised, customised, or specially commissioned products.
- Gift cards or other non-refundable products, where permitted by applicable law.
This restriction does not affect your rights where a product is damaged, defective, incorrect, or otherwise does not comply with applicable consumer law.
Contact
For all return, refund, or exchange enquiries, please submit a request through the contact form available on your local Delune website.
To help us respond efficiently, please include your order number and full details of your request.
Local Consumer Rights
This policy does not exclude, restrict, or limit any mandatory rights or remedies available to you under the consumer protection laws applicable in your country or region.
Where applicable local law provides additional or conflicting rights, the requirements of that law will take priority over this policy.
