At Luna Lab Supplies, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you may return eligible items in accordance with the policy outlined below.
Returns Window
We accept returns within 28 days of the date you receive your order.
Any returns requested after 28 days from delivery will not be accepted.
Condition of Returned Items
To be eligible for a return, products must:
Be unused and in resalable condition
Be returned in their original packaging
Include all original components, accessories, and documentation
We reserve the right to refuse a refund if the item is not returned in its original condition or packaging.
Sterile Products
For hygiene and safety reasons:
Sterile products that have been opened or had their seals broken are strictly non-refundable.
This does not affect your statutory rights if a product is faulty or not as described.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with your order number and clear photographic evidence where possible. We will arrange a suitable resolution in line with your statutory rights.
How to Return an Item
To initiate a return:
Contact our customer service team to inform them you are sending your order back. Please email sales@lunalabsupplies.co.uk.
Carefully package the item in its original packaging.
Send the parcel using a tracked delivery service to our registered business address below.
Returns Address:
Luna Lab Supplies
Highbank Office
Halton Street
Hyde
Cheshire
SK14 2NY
United Kingdom
Customers are responsible for return postage costs unless the item is faulty or incorrect.
We strongly recommend retaining proof of postage and tracking details, as we cannot be held responsible for items lost in transit.
Please note – Original carriage charges are none refundable unless the product is faulty or incorrect.
Refunds
Once your return has been received and inspected:
Refunds will be processed to the original payment method.
Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.
Delivery charges are non-refundable unless the return is due to our error or a faulty item.
Exchanges
We do not offer direct exchanges. If you require a different item, please return the original product for a refund and place a new order.