Returns & Refunds

Our creams are sealed cosmetic products, and we cannot resell a jar once it has been opened. That single fact shapes everything below. We have written it plainly rather than defensively — if anything here is unclear, ask us before you order.

If something arrived wrong

Message us within 14 days of delivery with a photograph, on WhatsApp at +971 52 443 1702 or by email at info@luauna.com. That covers a jar that arrived damaged, a jar that leaked, the wrong product, or something missing from the parcel.

In most cases we will settle it from the photograph and send a replacement. You will not have to ship anything back. If we do need the jar returned we will tell you where to send it and we will cover the cost, because the fault was ours.

If you have changed your mind

An unopened, sealed jar in its original packaging, with all labels intact, can be exchanged within 14 days of delivery at our discretion. Return shipping is yours to arrange and pay for in that case, and we ask you to use a trackable service — we cannot take responsibility for a parcel that goes missing on the way to us.

We cannot refund or exchange a jar that has been opened or used, even if it is almost full. That is a hygiene rule rather than a commercial one, and we apply it to everybody.

Better before you buy than after

Two things prevent almost all of the disappointment we could otherwise cause:

  • Read “Are these creams right for my skin?” in our FAQ before ordering.

  • If you have any allergy to bees or bee products, do not buy our Royal Jelly Face Cream. This is not a formality — that specific cream contains royal jelly.

How refunds are paid

Approved refunds are issued within 14 days of us agreeing them.

  • Card payments go back to the card you paid with.

  • Cash on delivery is refunded by bank transfer or mobile wallet, to details you give us. We cover the transfer fee.

  • Any customs duties or import taxes you paid are set by your government rather than by us, and we are not able to refund them.

Contact

WhatsApp: +971 52 443 1702
Email: info@luauna.com
Hours: Monday to Friday, 9:00 AM – 6:00 PM (UAE time)
Luauna is a brand proudly owned and operated by Luacee L.L.C-FZ.

Luacee L.L.C-FZ, Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates

Last updated: August 2026