Returned parcel, no refund after weeks
I placed an order on 21 Dec and refused delivery due to undisclosed customs charges on 16 Jan. Royal Mail tracking confirms the parcel was returned to Lunafide on 20 Feb, yet I have still not received a refund. Customer support repeatedly said they were “checking with the team” and even committed to a 3 business day update, which has now passed with no response. At this point, the returned item has been with the company for several weeks without a refund being issued. I am now escalating this through Citizens Advice, Trading Standards, and the UK small-claims process if it is not resolved immediately. UPDATE 23/3/2026: I have now sent a formal Letter Before Action after receiving no response to emails, my review, or social media contact (comments were removed). If this is not resolved within 7 days, I will proceed with a small claim to recover the money. UPDATE: 9/4/2026 Since my original review, I have taken further steps to resolve this issue. Lunafide confirmed in writing that a refund would be processed once the returned item was received. Despite this, no refund has been issued and they have since refused to honour this commitment. I have now: -Raised a formal dispute with Clearpay -Submitted a formal complaint to Clearpay -Initiated a chargeback request with my bank -Reported the matter to UK consumer authorities I would strongly advise other UK customers to carefully review all terms, particularly around customs charges and returns, before purchasing.