Return Policy

Proflora Probiotics Return & Exchange Policy

At Proflora Probiotics, your satisfaction is important to us. We understand that there may be situations where a return or exchange is necessary, and we aim to make the process clear and straightforward.

Please review our updated return and exchange policy below, which applies to purchases made through authorized sales channels in the UAE.

  1. Defective or Damaged Items

If you receive an item that is defective, damaged during delivery, or not as described, you may request a return or exchange.

Conditions:

  • The item must be reported within 3 calendar days of delivery.

  • Product must be in its original packaging and unused.

  • A copy of the payment confirmation and order details must be provided.

  • Once returned, the item will be inspected before approval.

Resolution Options:

  • Replacement of the item

  • Refund to the original method of payment

  • Store credit or voucher (if preferred)

  1. Promotional and Free Gift Items

Items received as part of a promotion or as a free gift are not eligible for return, unless the item is found to be defective upon receipt.

Conditions:

  • Must be reported within 3 calendar days of receiving the item.

  • Item must be unused and in its original packaging.

  • Returns for such items will be assessed at the sole discretion of Lubeni Pharmacy, our fulfillment partner.

  1. Pricing Errors

We strive for accuracy in pricing, but in rare instances, errors may occur. If a pricing error is discovered:

  • Lunatus Healthcare reserves the right to cancel any affected orders before shipment.

  • Affected customers will be notified, and a full refund will be issued if the order has been charged.

  1. Exchange Requests for Non-Defective Items

If you would like to exchange a correctly delivered, non-defective item (e.g., ordered the wrong quantity or variant):

Conditions:

  • The request must be made on the same working day of delivery.

  • Item must remain unopened, unused, and in saleable condition.

  • A pickup and handling fee of AED 25 will apply.

  • Exchanges are subject to availability.

  1. Refund Process

  • Approved refunds will be issued to the original payment method used at the time of purchase.

  • Refunds may take up to 7 business days to process, depending on your bank or payment provider.

  • Shipping and handling charges are non-refundable, unless the return is due to our error.

  1. Items Not Eligible for Return

For health and safety reasons, the following cannot be returned or exchanged:

  • Opened or used personal care items (including shampoos and capsules)

  • Products without original packaging

  • Items returned after the allowed timeframe

  1. How to Request a Return or Exchange

To initiate a return or exchange, please contact us with the following details:

  • Order number

  • Reason for return or exchange

  • Photos (if item is damaged or defective)

  • Contact details for pickup coordination

Contact Us:
Lunatus Healthcare
📧 info@lunatus.ae
📞 +971 4 375 7400
📍 Unit 2901, Cluster X2, Jumeirah Lake Towers, Dubai, UAE