Refund policy

Last updated: 20 September 2026

This Return and Refund Policy applies to all purchases made through Amberaluna (the "Website," "we," "us," or "our") at amberaluna.com. Amberaluna is a brand operated by Prowl Digital Limited, 61 Bridge Street, Kington, Herefordshire HR5 3DJ, United Kingdom. Business Registration No.: 16834956.

Contact: info@amberaluna.com

Your Rights Under South African Consumer Law

Our goods are supplied in accordance with the Consumer Protection Act 68 of 2008 (CPA) of South Africa. You are entitled to goods that are of good quality, in good working order, free of defects, useable and durable for a reasonable period, and reasonably suitable for the purposes for which they are generally intended.

Under section 56 of the CPA, if goods fail to meet these standards within six (6) months of delivery, you may return them and choose between a repair, replacement, or full refund, at no cost to you.

Under section 20 of the CPA, you also have the right to return goods received under direct marketing within the 5-business-day "cooling-off" period.

Nothing in this policy limits your rights under the Consumer Protection Act.

Branding and Packaging Notice

Product branding, packaging, labelling, and outer appearance may vary from the images shown on our website. This does not affect the product itself, its quality, ingredients, or intended use.

Variations in branding or packaging alone are not grounds for a return, refund, or replacement under our change-of-mind policy. Your rights under the Consumer Protection Act for goods that are defective, unsafe, or materially different from their description are not affected.

90-Day Change-of-Mind Returns (Voluntary)

We are not required by law to accept change-of-mind returns beyond the statutory cooling-off period, but we offer them as a courtesy under the following strict conditions.

You may return an item within 90 days of delivery only if all of the following apply:

The item is sealed, unopened, unused, and unworn.
All original tags, seals, and packaging are intact.
You provide proof of purchase (order number or invoice).
The return is pre-approved by email to info@amberaluna.com before shipping. Items returned without prior approval will not be accepted and will not be refunded.

If the item has been opened, used, worn, or the seal has been broken, the 90-day change-of-mind right is void. No return, refund, or replacement will be offered for change-of-mind in these cases.

Return shipping and costs (change-of-mind)

The customer pays all return shipping costs for change-of-mind returns.
Returns must be sent to our international fulfilment centre. Shipping costs may be higher than domestic rates and are the customer's responsibility.
We recommend an insured, trackable shipping service. We are not liable for lost or damaged return shipments.
Original shipping costs paid on the order are non-refundable for change-of-mind returns.
A restocking fee of up to 75% may apply if the item shows any sign of use, or if seals, tags, or packaging are damaged.

Items That Cannot Be Returned for Change-of-Mind

The following items are not eligible for change-of-mind returns under any circumstances once the seal has been broken or the item has been used:

Sealed cosmetic, skincare, or beauty products (creams, serums, lotions, cleansers, make-up, hair care) where the hygiene seal has been broken.
Sealed underwear, shapewear, or similar hygiene items where the seal has been broken.
Perishable goods or goods with a short shelf life.
Custom-made or personalised items produced to your specifications.
Gift cards.

Important: As long as the original seal (protective film, hygiene seal, shrink wrap, or safety closure) is intact, the item can be returned within the 90-day window subject to the change-of-mind conditions above. Please inspect the outside of the product without breaking the seal if you are unsure whether you want to keep it.

This exclusion applies to change-of-mind returns only. If the product is defective, damaged, or not as described, your rights under the Consumer Protection Act still apply — see the next section.

Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, unsafe, or is not what you ordered, you are entitled to a remedy under section 56 of the Consumer Protection Act — regardless of whether the item has been opened or used, because you may need to open the item to discover the defect.

Please contact us at info@amberaluna.com as soon as reasonably possible with:

Your order number
Clear photos of the issue (well-lit, showing the defect and the product label)
A description of the problem

We will cover return shipping for defective, damaged, or incorrect items. After assessment, we will offer, in accordance with the CPA:

A repair (where appropriate), or
A replacement, or
A full refund

The choice between repair, replacement, or refund is yours where the goods fail to meet the implied warranty of quality under section 56(2) of the CPA within six months of delivery.

Your right to a remedy for defective goods applies for a reasonable period based on the nature of the product, in accordance with the CPA, and is not limited to a fixed number of days.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original in accordance with this policy and place a new order.

Refunds

Once your return has been received and inspected, we will notify you by email whether your refund has been approved.

Approved refunds will be processed to the original payment method within 10 business days.
Your bank or payment provider may require additional time to process the refund on their end.
For change-of-mind returns, original shipping costs are non-refundable, and return shipping is at your expense.
For defective, damaged, or incorrect items, we will refund the full purchase price including original shipping, and cover return shipping costs.

Order Cancellations

You may cancel your order free of charge within 12 hours of placing it, provided it has not yet been dispatched. Send your cancellation request to info@amberaluna.com with your order number.
After this period, your order has been forwarded to our logistics partner and cannot be stopped. In this case, the order will be delivered and you may return it under the change-of-mind conditions above (if eligible), or under the defective-goods procedure if applicable.
If a shipment is returned to us due to an incorrect address provided by the customer, or refusal to accept delivery, we reserve the right to deduct the actual shipping costs incurred from the refund. A full refund of shipping is not available in these cases.
This does not affect your rights under the CPA if the product is defective or is not delivered as ordered.

Disclaimer

Our products are cosmetic and personal care items. Individual results may vary and we do not guarantee identical results to those shown in our marketing materials.

Please use our products only in accordance with the instructions on the packaging. If you have known allergies or any concerns, consult a medical professional before use.

This disclaimer does not limit your rights under the Consumer Protection Act, including the implied warranty that goods are of good quality and reasonably suitable for the purposes for which they are generally intended.

Contact

For all questions about returns, refunds, damaged items, or cancellations, please contact us at:

Email: info@amberaluna.com