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Return Policy

At VITA LUNA, we are committed to ensuring that every customer is satisfied with their purchase. While we take every precaution to provide high-quality products, we understand that there may be occasions where a return or refund is necessary. This Returns & Refund Policy outlines your rights, responsibilities, and the procedures we follow to handle returns efficiently and transparently.

1. Returns Period

Our standard returns period is 30 days from the date of your purchase. To be eligible for a return:

  • The item must have been purchased directly from our official website, vitaluna.com, or our authorized sales channels.

  • The return request must be made within 30 calendar days from the purchase date.

Unfortunately, if more than 30 days have passed since your purchase, we are unable to offer a refund or exchange. It is your responsibility to initiate the return within this period.

2. How to Initiate a Return

To initiate a return, please follow these steps carefully:

  1. Contact Us – Send an email to hello@vitaluna.com with the following information:

    • Your order number

    • Name and contact information

    • Reason for the return

    • Photos of the product (if applicable, e.g., damaged or defective item)

  2. Shipping Your Item – After receiving our confirmation, please send the item to the following address:

VITA LUNA Returns Department
No 8, Jalan IMJ 1, Taman Industri Malim Jaya, 75250 Melaka MLK, Malaysia

All returned items must be accompanied by a receipt, proof of purchase, or order confirmation. Returns without proof of purchase may not be accepted.

  1. Packaging Guidelines – Ensure that the product is returned in its original packaging, with all tags, accessories, and documentation intact. Products that are damaged due to improper packaging may affect your eligibility for a full refund.

3. Refunds (If Applicable)

Once your returned item has been received and inspected, we will notify you via email to confirm receipt of the returned product.

After approval, your refund will be processed according to the original payment method used for the purchase, such as:

  • Credit/debit card

  • Online banking

  • PayPal or other applicable payment gateway

Refund processing times can vary depending on your bank or payment provider. Typically, a refund will be reflected in your account within 7–14 business days after the return is approved.

Please note that original shipping charges are non-refundable, and any additional fees incurred for return shipping are the responsibility of the customer unless the return is due to an error on our part (e.g., defective or incorrect item).

4. Late or Missing Refunds

If you have not received your refund within the expected timeframe, we recommend the following steps:

  1. Check Your Account – Verify your bank account, credit card statement, or online payment account to ensure the refund has not been processed.

  2. Contact Your Bank or Credit Card Company – There may be a delay in posting the refund to your account due to processing times.

  3. Contact VITA LUNA – If you have completed the above steps and still have not received your refund, please email us at hello@vitaluna.com. Include your order number and details of your previous correspondence so we can investigate and resolve the issue promptly.

5. Exchanges

Due to hygiene and safety reasons, we currently do not accept exchanges for personal care products, including skincare and supplements. If you receive a defective or incorrect item, please follow the above return procedure to request a replacement.

6. Defective or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  1. Notify us immediately at hello@vitaluna.com with photographs of the product and packaging.

  2. Include your order number and a detailed description of the issue.

  3. We will review your claim and, once verified, issue a replacement at no additional cost.

All defective or incorrect items must be returned according to the instructions provided by our customer service team.

7. International Orders

Please note that returns and refunds are not available for international orders at this time. Customers purchasing outside Malaysia are responsible for ensuring the accuracy of their order before completing the transaction. Any disputes for international orders will be handled on a case-by-case basis.

8. Important Notes

  • Ensure that returns are sent through a trackable shipping service. VITA LUNA is not responsible for items lost during return transit.

  • Keep your proof of postage until the return has been processed.

  • Refunds will only be issued after the returned product has been received and inspected by our team.

By providing these policies, VITA LUNA aims to create a transparent and fair system for all customers, while maintaining the quality and hygiene standards of our products. If you have any questions or require further assistance regarding returns or refunds, our customer service team is available at hello@vitaluna.com.

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