At Lunessence Parfums, all fragrances are produced in small batches and packaged with care to ensure the highest quality. Due to the nature of perfume products and industry health regulations, we maintain a strict no-return and no-exchange policy except in cases of damaged or defective items.
By completing a purchase on our site, you agree to the terms below.
1. All Sales Are Final
Because fragrances are personal-use, hygienic products, and scent is highly subjective, all sales are final. We do not accept returns or exchanges for:
• Opened or used products • Unsealed packaging • “I don’t like the scent” • Allergic reactions • Buyer’s remorse • Orders placed by mistake • Incorrect address submitted at checkout
Once a product leaves our facility, it cannot be resold or restocked, which means refunds are not possible unless the item arrives damaged.
We strongly encourage customers to purchase a Discovery Set before ordering a full bottle to ensure they love the fragrance.
2. Damaged or Defective Items
If your item arrives damaged or defective, we will replace it at no cost. To qualify for a replacement:
You must contact us within 48 hours of delivery with:
Your order number
Your full name and email
Clear photos of: • The damaged item • The shipping box • The shipping label • The packaging material inside the box
We may request additional photos or information for verification.
Important
Claims submitted after 48 hours cannot be honored due to courier policies.
We do not issue refunds for damaged products.
We issue replacements only.
3. Lost, Stolen, or Misdelivered Packages
Once an order is marked Delivered by the carrier, it is considered successful. We are not responsible for:
• Stolen packages • Misdelivered packages due to incorrect addresses entered during checkout • Lost packages shown as “Delivered” by USPS/UPS • Packages delivered to mailrooms, leasing offices, or shared buildings that go missing
If your package is shown as “Delivered” but you did not receive it, please:
Check with neighbors or building staff
Wait 24 hours (sometimes carriers scan early)
Contact the carrier directly to open a case
We will always assist you with tracking information, but we cannot issue refunds or replacements for orders marked Delivered.
4. Incorrect Shipping Address
Customers are fully responsible for entering the correct shipping address at checkout.
We cannot provide refunds for orders shipped to an incorrect or incomplete address submitted by the customer.
If your order has not shipped yet, contact us immediately. If it has already shipped, the courier cannot intercept perfume shipments, and we cannot retrieve or redirect them.
5. Refused or Returned-To-Sender Orders
If an international order is refused, unclaimed, or returned due to:
• Unpaid customs or VAT • Delivery refusal • Inaccurate address • Customer not available at delivery • Customs restrictions in the destination country
The package will be destroyed by customs due to the alcohol content in perfume. Returned perfume shipments cannot be restocked or shipped again, and therefore:
No refunds will be issued for returned or refused international orders.
6. Order Cancellations
Orders cannot be canceled once placed. Each order immediately enters the fulfillment workflow to ensure fast processing.
7. Fraud Prevention
We monitor all orders for fraud indicators including:
• Repeated refund requests • Suspicious chargebacks • Mismatched billing and shipping information • Excessive multiple-address attempts • Repeated claims of lost packages
Lunessence Parfums reserves the right to:
• Cancel or refuse suspicious orders • Block fraudulent accounts • Report abuse to payment processors and authorities
Chargebacks filed fraudulently will be actively disputed with evidence including: tracking confirmation, IP logs, device fingerprints, order history, and photo documentation.
8. Contact Us
If you experience an issue with your order, contact us at:
