Refund Policy
Australian Consumer Law
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
If you purchased from Luniva Health (Pokajot Pty Ltd) in Australia and the product is faulty, not as described, or does not meet acceptable quality standards, you may be entitled to a refund, replacement, or other remedy as required by law.
To request an assessment under Australian Consumer Law, please contact info@lunivahealth.com with your name, order number and a description of the issue.
Satisfaction Guarantee (First Purchase Only)
In addition to your statutory rights, Luniva offers a 15-day satisfaction guarantee on first-time purchases of Mood Balance only.
This guarantee is subject to the following conditions:
- Requests must be submitted within 15 days of the purchase date
- Applies only to one unit from your first-ever purchase of the product
- Does not apply to repeat purchases, subsequent orders, or subscription renewals
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Does not apply to sale, discounted, or promotional items
Approved refunds under this guarantee will be issued minus shipping and handling fees, and any applicable taxes, duties, or VAT.
Subscriptions
Refunds or exchanges are not available for subscription renewals or auto-renewed orders, including orders that have already been billed, processed, or shipped.
You may cancel your subscription at any time prior to the next billing date to prevent future charges.
International Orders
For customers outside Australia, refunds are offered solely at Luniva’s discretion and are limited strictly to the first-purchase satisfaction guarantee outlined above.
We do not refund international shipping fees, customs charges, duties, taxes, or delays caused by customs clearance.
Processing Time
If a refund is approved, it will be processed within 14 business days to the original payment method. Processing times may vary depending on your financial institution.
Policy Enforcement
Luniva reserves the right to request additional information to assess refund claims and to decline requests that fall outside the terms of this policy or where misuse is suspected.
Refunds FAQ
Can I get a refund if I change my mind?
Yes — we offer a 15-day satisfaction guarantee on your first purchase only, subject to conditions.
Does this apply to subscriptions or repeat orders?
No. Subscription renewals and repeat purchases are not eligible for refunds.
What if my product is faulty?
Australian customers are protected under Australian Consumer Law and may be entitled to a remedy.
Are shipping and customs fees refundable?
No. Shipping, handling, duties, taxes, and VAT are non-refundable.
How long do refunds take to process?
Approved refunds are processed within 14 business days.
