Refund policy
ELUNA BEAUTY – RETURN & REFUND POLICY
Effective Date: September 16, 2026
At Eluna Beauty, we want our customers to shop with confidence while maintaining a fair and reasonable return process for both customers and our business.
This Return & Refund Policy explains when a product may be returned, how to request a return, who is responsible for return shipping costs, and how refunds are processed.
Our policy is intended to comply with applicable federal law and the laws of the State of Hawaii.
1. RETURN PERIOD
Unless a product listing specifically states a different return period, customers may request a return within 30 calendar days from the date the order is delivered.
The 30-day period begins on the date the applicable product is shown as delivered by the shipping carrier.
Customers should contact Eluna Beauty before sending any product back.
Contact:
Eluna Beauty
Owner: John Sasso
85-1140 Kaneaki St
Waianae, HI 96792
United States
Phone: (808) 305-2700
Email: supapornnoon816@gmail.com
Shopify allows merchants to establish return windows such as 14, 30, or 90 days, and the return window can be configured to begin from delivery.
2. ELIGIBILITY FOR RETURN
To generally qualify for a return for reasons such as change of mind, the product should be:
Unused;
Unopened where applicable;
In its original condition;
In its original packaging where reasonably applicable;
Complete with all included accessories, components, labels, or materials; and
Accompanied by reasonable proof of purchase.
We may request the customer's order number, receipt, email address, or other reasonable information to verify the purchase.
Hawaii's return-of-merchandise rules recognize proof of purchase as relevant to a merchant's return process.
3. BEAUTY, PERSONAL-CARE & HYGIENE PRODUCTS
For health, hygiene, and safety reasons, certain beauty and personal-care products may not be eligible for a change-of-mind return once they have been opened, used, applied, or otherwise handled in a manner that makes the product unsuitable for resale.
Examples may include products that:
Have been opened;
Have been applied to the body or skin;
Have had a seal or protective packaging removed;
Have been contaminated after delivery;
Cannot reasonably be resold because of hygiene or safety concerns.
This restriction does not apply to the extent that applicable law requires a remedy for a product that was defective, damaged, incorrectly supplied, or otherwise covered by a mandatory consumer protection.
Hawaii law recognizes an exclusion for goods that have been used or damaged after sale, altered by the purchaser, or are unsuitable for resale under applicable law.
4. DAMAGED PRODUCTS
If your order arrives damaged, please contact us as soon as reasonably possible.
To help us investigate the issue, please provide:
Order number;
Customer name;
Description of the damage;
Photograph of the damaged product;
Photograph of the outer packaging;
Photograph of the shipping label, if available.
We may request reasonable documentation before approving a replacement or refund.
If the product was damaged before or at the time of sale, applicable Hawaii law may limit the effectiveness of a general return restriction.
5. DEFECTIVE PRODUCTS
If a product is defective or does not function as reasonably described, please contact us.
Depending on the circumstances, Eluna Beauty may provide one or more of the following remedies where appropriate:
Replacement;
Repair where applicable;
Full refund;
Partial refund; or
Another reasonable resolution permitted by applicable law.
Our general return conditions for change-of-mind purchases are not intended to remove rights relating to defective merchandise.
6. WRONG PRODUCT OR MISSING ITEM
If you receive an item that is different from what you ordered, or an item is missing from your order, contact us promptly.
Please provide:
Order Number:
Name:
Email used at checkout:
Description of the issue:
Photos, if applicable:
After reviewing the order and fulfillment information, we will work with the customer to provide an appropriate resolution.
Where the error is attributable to Eluna Beauty or its fulfillment process, we will not intentionally require the customer to bear a return cost that should properly be borne by the merchant.
7. CHANGE-OF-MIND RETURNS
Customers may request a return within the applicable return period simply because they changed their mind, subject to the eligibility requirements of this policy.
For a change-of-mind return:
The product should generally be unused and in resalable condition;
The customer should contact us before returning the product;
The customer may be responsible for reasonable return shipping costs unless otherwise stated or required by law; and
The original shipping charge may not be refundable where the customer voluntarily returns an otherwise correctly supplied product, except where applicable law requires otherwise.
We will communicate the applicable return instructions before the customer sends the item back.
8. RETURN SHIPPING COSTS
Customer-Requested / Change-of-Mind Return
Unless otherwise stated, the customer is responsible for the cost of shipping an eligible change-of-mind return back to Eluna Beauty.
Damaged, Defective, or Incorrect Product
If the return is required because the product was:
Defective;
Damaged before or during fulfillment;
Incorrectly supplied; or
Otherwise subject to a merchant fulfillment error,
Eluna Beauty will review the circumstances and provide an appropriate remedy consistent with applicable law.
Important
Customers should not mail a return to the business address without receiving return instructions first.
The appropriate return address may vary depending on the product, fulfillment location, or return circumstances.
Shopify specifically recommends that a published refund policy identify where returns must be sent and who pays the return shipping cost.
9. RETURN AUTHORIZATION
Before returning a product, please contact:
Email: supapornnoon816@gmail.com
We will review the request and, where appropriate, provide:
Return approval;
Return instructions;
The applicable return address;
Any documentation needed; and
Information concerning return shipping responsibility.
This process helps prevent packages from being sent to an incorrect location and allows us to properly identify the returned order.
10. RETURN ADDRESS
Do not send a return to the business address unless Eluna Beauty specifically instructs you to do so.
The general business contact address is:
Eluna Beauty
85-1140 Kaneaki St
Waianae, HI 96792
United States
A different return address may be provided depending on the product or fulfillment arrangement.
The return address applicable to an approved return will be provided to the customer in the return instructions.
11. PRODUCTS THAT MAY NOT BE RETURNABLE
Certain products may be excluded from ordinary change-of-mind returns when permitted by applicable law, including products that:
Have been opened or used and are no longer suitable for resale;
Have been altered by the customer;
Have been damaged after delivery through customer handling;
Are personalized or specially prepared for the customer, where properly disclosed;
Are clearly identified as final-sale merchandise before purchase; or
Are otherwise unsuitable for resale under applicable law.
Any product-specific exclusion should be communicated to the customer before purchase.
Hawaii's return rules recognize certain exclusions, including goods used or damaged after sale, altered by the purchaser, or unsuitable for resale under applicable law.
12. FINAL SALE ITEMS
If a product is designated as Final Sale, that designation will be displayed or otherwise communicated to the customer before purchase.
Final-sale restrictions will not be used to eliminate rights that cannot legally be excluded, including applicable rights concerning defective or improperly supplied merchandise.
Hawaii guidance states that exclusions or special return provisions should be disclosed clearly to purchasers.
13. NO UNDISCLOSED RESTOCKING FEE
Eluna Beauty does not intend to impose an undisclosed restocking fee on customers.
Any fee that may legally apply will be disclosed in accordance with applicable law before the purchase or return where required.
Hawaii's Office of Consumer Protection states that merchants generally may not charge or deduct restocking fees for processing refunds, merchandise credits, or exchanges, subject to specific statutory exceptions.
14. RETURN INSPECTION
Once an approved return is received, Eluna Beauty may inspect the product to determine whether it meets the applicable return conditions.
Inspection may include reviewing:
Product condition;
Packaging;
Signs of use;
Missing components;
Damage;
Order information; and
Other relevant circumstances.
The inspection process does not eliminate any mandatory consumer rights under applicable law.
15. REFUND PROCESS
If a return is approved for a refund, the refund will generally be issued to the original payment method used for the purchase.
Once Eluna Beauty processes the refund, the time required for the funds to appear in the customer's account may depend on:
The payment processor;
Credit-card company;
Bank;
Financial institution; or
Other payment provider.
Because these institutions operate independently, Eluna Beauty cannot guarantee the exact date on which the refunded funds will appear in the customer's account.
Shopify specifically recommends explaining that the time required to receive a refund can depend on the customer's location and payment arrangements.
16. REFUND AFTER RETURN INSPECTION
For an eligible returned product, we will process the applicable refund after the return has been received and reasonably reviewed.
If a return is not eligible for a refund under the published policy, we will communicate the reason to the customer.
Where a refund is required by applicable law, the customer's legal rights will control.
17. ORIGINAL SHIPPING CHARGES
For a voluntary change-of-mind return, the original shipping charge may not be refundable where permitted by law.
For a defective, damaged, incorrect, or otherwise merchant-responsible order, the appropriate refund or shipping remedy will be determined based on the circumstances and applicable law.
18. PARTIAL REFUNDS
A partial refund may be appropriate when:
Only part of an order is returned;
A product has a verified issue that does not require a full return;
A component is missing;
A partial credit has been agreed upon; or
Another circumstance reasonably supports a partial refund.
Any partial refund will be communicated to the customer before processing where appropriate.
19. EXCHANGES
If a customer would prefer an exchange instead of a refund, please contact us.
Exchanges may depend on:
Product availability;
Product condition;
The applicable return period;
Shipping arrangements; and
The nature of the requested exchange.
If the requested replacement is unavailable, Eluna Beauty may provide another appropriate remedy.
20. ORDER CANCELLATIONS
Customers who need to cancel an order should contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order has been fulfilled or shipped.
Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
Shopify separately allows merchants to establish cancellation rules for unfulfilled orders.
21. PROOF OF PURCHASE
For return requests, we may require reasonable proof that the product was purchased from Eluna Beauty.
Acceptable proof may include:
Order number;
Order confirmation;
Receipt;
Confirmation email;
Transaction record; or
Other reasonable evidence of purchase.
This requirement is intended to prevent fraudulent returns while preserving applicable customer rights.
22. FRAUDULENT OR ABUSIVE RETURN ACTIVITY
Eluna Beauty reserves the right to investigate suspected fraudulent or abusive return activity.
Examples may include:
Repeated returns that do not correspond to purchased products;
False claims regarding damaged or missing products;
Returns of products purchased elsewhere;
Intentional misuse of the return process; or
Other conduct reasonably suggesting fraud.
Any action taken under this section will remain subject to applicable consumer-protection law.
23. HAWAII CONSUMER PROTECTION
This policy is intended to operate consistently with applicable Hawaii consumer-protection requirements.
Hawaii's Office of Consumer Protection explains that merchants may establish their own return policies within the limits of state law and that the policy should be conspicuously disclosed to customers.
Nothing in this policy is intended to:
Waive a right that cannot legally be waived;
Prevent a customer from exercising a legally protected remedy;
Authorize an unlawful deduction; or
Restrict mandatory protections applicable to the customer's purchase.
24. IF YOU HAVE A RETURN OR REFUND PROBLEM
If you believe your eligible refund has not been processed within the expected timeframe, please contact us directly.
Eluna Beauty
Owner: John Sasso
Address: 85-1140 Kaneaki St, Waianae, HI 96792, United States
Phone: (808) 305-2700
Email: supapornnoon816@gmail.com
When contacting us, please include your:
Full name;
Order number;
Email used at checkout;
Date of purchase; and
Description of the issue.
This allows us to locate and review the transaction more efficiently.
25. POLICY CHANGES
Eluna Beauty may update this Return & Refund Policy when necessary to reflect:
Changes in business operations;
Changes in products;
Changes in shipping or fulfillment arrangements;
Changes to Shopify requirements; or
Changes in applicable law.
The version published on this website will apply to purchases made after the applicable effective date, unless otherwise required by law.