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RETURNS & EXCHANGES
If you wish to return your purchase for any reason, please contact us using
our online Contact Us Form, stating your order number, reasons for return
and the date the order was returned.
† Please note that because of the Covid-19 pandemic, there may be a delay
in processing returns. All other terms and conditions related to returns and
You can give notice of cancellation for products ordered on
www.lunamicrocare.com from the date of receiving the ordered goods until
14 days after the day on which you receive your products.
You may cancel by contacting our Customer Care Department by telephone on (+44)1273443846 or via email to firstname.lastname@example.org.
Our customer care team will provide you with a free DPD return to store label
to return your products.
If the DPD return to store service is not available in your area, our customer
care team will provide a returns address and we request that you return
products to us to Returns Department, Imperial Bioscience, UK. Mocatta
House Trafalgar Place, Brighton, BN1 4DU, the United Kingdom via the
Post Office ‘Royal Mail Signed For’ delivery method. We will pay the reasonable
delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product.
We will email you to confirm we have received your cancellation. You may also
contact our Customer Care Department by telephone on (+44)1273443846.
Your right of cancellation does not apply in the case of a contract for the supply
of sealed goods which are not suitable for return due to health protection and
hygiene reasons if they become unsealed after delivery. Certain products are
cellophane wrapped and/or contain a seal to be removed before use and fall
within the category of “sealed goods”.
If the product(s) received are not those you have ordered or of they have been
damaged or are faulty, then return such product(s) in their original form and
packaging. In this case, if the non-compliant nature of the product is confirmed
by us, we will refund the price of the product in full and where the full order
is returned will refund any delivery costs you have paid, although as permitted
by law, the maximum refund will be the costs of delivery by the least expensive
delivery method we offer. For example, if we offer standard delivery of a
Product within a certain timeframe at one cost but you select express delivery
of a Product within a shorter timeframe at a higher cost, then we will only
refund what you would have paid if you had selected the cheapest delivery
method we offer. For the avoidance of doubt, if the Standard Delivery method
we offer is free then you will not be refunded any delivery costs even if you opted
for another delivery method which was not free.
Note that only in these specified circumstances (faulty, damaged, non-compliant product) will we pay any reasonable delivery costs that you may incur in returning the product to us (where the DPD return to store service is not available) provided that you include a returns proof of postage receipt when returning the product.
We request that you return such products to us via the Post Office ‘Royal Mail
Signed For’ delivery method.
It is not possible to exchange or obtain reimbursement for any products ordered from this website at pharmacies or retailers. It is also not possible to exchange or obtain reimbursement for any products ordered from another online store.
1. Orders are prepared by the logistics centre located at Imperial Bioscience,
UK., Mocatta House, Trafalgar Place, Brighton, BN1 4DU, United Kingdom
and then dispatched by the carrier nominated by Luna MicroCare (DPD).
The estimated delivery time will be included in the Order Acknowledgement
and Dispatch Confirmation sent to you. The estimated delivery times set out
in the table below are from the date on which you place your order with us.
Please note that the delivery time quoted is an estimate only. Estimated Delivery Option*** Estimated Delivery Time*** Standard Delivery 3-5 working days*** If order is placed before 11am on a working day. If order
it is placed after 11am or on any non-working day then estimated delivery will
be on the second working day.*** Delivery costs will be displayed on the
checkout page of the Website. † Please note that for delivery to rural areas
such as Northern Ireland, Scottish Highlands, islands, Aberdeen and other
rural areas an extra working day needs to be taken into account of for these
The Products ordered by you will be delivered to the delivery address stated by
you when completing your order on our website and you will need to sign
for the delivery (regardless of the Delivery Method selected). You undertake
to supply the exact delivery address when placing your order for the Products,
which can be different to the billing address you provide.
If no one is available at your address to take delivery, we will leave you a
note to advise that the Products have either been left with a neighbour who
has signed for the delivery or to advise that the Products have been returned to
our premises. In the latter case, to rearrange delivery please contact our Luna MicroCare Customer Care Department by email at
email@example.com or by telephone on (+44)1273443846
(Monday to Friday 9 am to 6 pm).
Delivery of an order shall be completed when we deliver the Products to
the address you give to us when completing your order on our website
and the Products will be your responsibility from that time.
You own the Products once we have received payment in full,
including all applicable delivery charges.
Luna MicroCare will not be liable or responsible if your delivery is affected by
an Event Outside Our Control (see Clause including in the event of overly long
delivery time caused by the transportation services, and in the event of the
loss of the Products ordered. If a delivery is late, you must inform our Luna MicroCare Customer Care Department as soon as possible, by email
sent to at firstname.lastname@example.org or by telephone on (+44)1273443846
(Monday to Friday 9am to 6pm). Luna MicroCare shall then contact its chosen
carrier in order to initiate an enquiry. Enquiries may take some time.
We will not be liable or responsible for any failure to perform or delay in
performance of, any of our obligations under a Contract that is caused by an
Event Outside Our Control. An Event Outside Our Control is defined below in
Clause 6.1.1. An Event Outside Our Control means any act or event beyond
our reasonable control, including without limitation strikes of all natures,
lock-outs or other industrial action by third parties, civil commotion, riot,
insurrection, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disasters, or failure of public or private telecommunications networks, severe disturbance in the security
of the internet, technical failures, unauthorized access and/or intrusions into
the Website’s servers, or impossibility of the use of railways, shipping, aircraft,
motor transport or other means of public or private transport.
If an Event Outside Our Control takes place that affects the performance of
our obligations under a Contract: we will contact you as soon as reasonably
possible to notify you, and our obligations under a Contract will be suspended
and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after
the Event Outside Our Control is over.
You may cancel a Contract affected by an Event Outside Our Control which
has continued for more than 30 days. To cancel please contact us. If you opt to
cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.
Orders should in any event be delivered at the latest thirty (30) days after the date on which you receive a Dispatch Confirmation email from us.
Upon receipt of the Products ordered, you must check that the Products are as
per your order completed on our website. Any delivery anomalies (missing or
broken Products, parcel damaged, etc.) must be noted by you on the delivery note including the returns form presented to you when the parcel is delivered and must imperatively be notified to our Luna MicroCare Customer Care Department, by email sent to email@example.com or by telephone on (+44)1273443846 (Monday to Friday 9 am to 6 pm) specifying which product does not match the order.
If we miss the Estimated Delivery Time for any Product(s) then you may cancel
your order immediately if any of the following apply: we have refused to deliver the Product(s); or delivery within the Estimated Delivery Time was essential (taking into account all the relevant circumstances) and you specifically communicated this to us before we accepted your order.
If we miss the Estimated Delivery Time for any Products and you do not wish to
cancel your order immediately, or do not have the right to do so under Clause 8,
you can give us a new time for delivery, which must be reasonable, and you can
cancel your order if we do not meet the new time.
If you do choose to cancel your order for late delivery under Clause 8 or 9,
you can do so for just some of the Products or all of them, unless splitting them
up would significantly reduce their value. If the Products have been delivered
to you, you will have to return them to us, and we will pay the reasonable
costs of this subject to the inclusion of an applicable return’s delivery receipt.
After you cancel your order, we will refund any sums you have paid to us for
the cancelled products and their delivery.
Last orders for Christmas and Bank Holidays: Ordering for Christmas and
Bank Holidays? Please see our website for last order dates for delivery
before 25th December and before Bank Holidays.