Shipping, exchange, and return policy at Lunar Store Our goal is to comply with the procedures of the Saudi Ministry of Commerce regarding sales, exchange, and return processes in our store. Out of our concern for your safety, we apologize for the return or exchange of beauty products and skin care products, according to Article Eleven, paragraph (B) of the Implementing Regulations of the Electronic Commerce System and Article Thirteen of the Electronic Commerce System.
Shipping Policy:
1. Preparing and packaging the product:
- The product is prepared carefully and packaged appropriately for shipping by the shipping company to protect from damage.
2. The shipping company handles the shipment once you place an order on the website automatically through the system. Once your order is placed, a shipping bill number is issued. * Orders cannot be canceled if they are in process, have been shipped, or are out for delivery.
3. Providing tracking number:
The shipping company sends the tracking number to the customer, and the shipment can be tracked via the order list on our online store. The shipping team will also contact via WhatsApp to facilitate delivery. Please ensure a correct phone number is provided.
4. Transfer of responsibility to the shipping company:
- Once the shipment is handed over to the shipping company, it becomes fully responsible.
- If the customer does not receive the shipment and it is returned to the main shipping headquarters, the store bears no additional shipping fees, product replacement costs, or loss of the shipment due to the customer’s negligence in tracking the shipment.
Pre-order shipping instructions:
1. Provide the correct phone number:
- Enter the mobile number correctly and ensure WhatsApp contact is available.
2. Specify the address accurately:
- Provide an accurate address to avoid delivery delays.
3. Track the shipment and communicate with the shipping company:
- The customer must track the shipment and contact the shipping company if needed.
4. Receive the shipment promptly:
- Emphasize receiving the shipment immediately upon arrival to avoid return; in case of return, the customer bears the shipping costs and the cost of a new product.
Golden Guarantee:
The golden guarantee applies only to the two bottles. The two bottles are sufficient for large areas such as the knees, back, thighs, full legs, arms, and full areas. These areas are covered by two bottles, not less. Continue using the product daily at night on the targeted area, whether sensitive areas, joints, elbows, neck, or any pigmentation spots. Please follow the appropriate amount mentioned in the product description: The two bottles are enough for two areas; four bottles cover 3 to 4 areas with pigmentation. *All courses within the month of the guarantee.* For faster results, it is recommended to wrap the area with nylon after applying the cream to ensure the product is not wiped off, but in all cases, you will notice the results, God willing.
Return Policy:
- If results do not appear within 25 to 30 days of regular use, after finishing the two bottles on one or two areas (according to the case), the customer has the right to request a refund minus the shipping costs, and a 30% service fee will be deducted from the refund amount.
- The customer must photograph the empty bottles as proof of completing the regular or intensive course, depending on the course taken.
- Note: The customer cannot request a refund after 30 days from the date of receiving the order due to the financial accountant’s review, even if the two bottles are finished.
- The customer has the right to return the order if no results appear when purchasing for the first time with only one bottle. However, if purchasing again or ordering more than one bottle, the golden guarantee feature is invalid and will not be applied.
- We do not forgive or allow the customer who does not adhere to the product and demands a refund if they do not finish the two bottles within 30 days, as we are confident in the results. If you are unable to commit, delay your purchase until you are able to dedicate the necessary time.
