Refund policy

Every Nuelune product is made and labeled specifically for us, and because skincare is a personal hygiene product, we cannot accept returns or offer refunds for change of mind, preference, or opened products.

We do want every order to arrive right. If something goes wrong, we will make it right.

Damaged, defective, or incorrect items
If your order arrives damaged, leaking, defective, or you received the wrong product, please contact us within 14 days of delivery at support@nueluneskin.com. Please include:
- Your order number
- Clear photos of the damaged or incorrect item(s)
- A photo of the shipping box and label
Once we have reviewed your request, we will send you a free replacement or, if a replacement is not possible, issue a full refund for the affected item(s), including any shipping costs you paid for them. You do not need to send the item back.

Lost or missing packages
If your tracking shows no progress, or your package has not arrived within 21 days of the estimated delivery date, please contact us with your order number. We will investigate with the carrier and send a replacement or issue a refund. Please make sure your shipping address is correct at checkout; we cannot be responsible for packages sent to an incorrect address provided by the customer.

If your skin reacts to a product
Stop using the product right away, and consult a doctor if needed. Then please contact us and tell us what happened, including the product name and the batch number printed on the packaging. We take every report seriously and will review your situation personally.

Refunds
Approved refunds are issued to your original payment method. Depending on your bank, it may take 5–10 business days for the refund to appear.

Order changes and cancellations
Orders are prepared quickly. If you need to change or cancel an order, contact us as soon as possible. We can only make changes before the order has been sent for production.

Shipping protection (optional, $4.99)
If you added shipping protection at checkout, we go further: if your package is lost, stolen (including from your doorstep after delivery), or damaged in transit, we replace your order free of charge, without the usual waiting period. Just email support@nueluneskin.com with your order number. Shipping protection is a service provided by Nuelune and is not an insurance policy.

Questions
Email us at support@nueluneskin.com. A real person will get back to you.