Product Review Policy

We’re committed to maintaining the integrity and trustworthiness of product reviews on our website. This Product Review Policy gives you an overview of the steps we take to prevent and remove fake and misleading reviews, ensuring that any review published by us is accurate and genuine.

Submitting product reviews

Only customers who have purchased and received products from us are able to submit a review, if your order was unsuccessful or cancelled, you cannot submit a review.

Once an order has been received, if you have signed up to receive marketing emails from us, you will receive an email with link(s) to review the product(s) you’ve purchased. The review form can also be accessed via your LUNESCAPE account on our app, by clicking ‘My orders’ and selecting the product(s) purchased and ‘Leave a review’.  The 'Leave a review' button will appear one day after the estimated delivery date for your order. Product reviews can only be submitted online by customers who have made a purchase with us. You must be at least 18 years old to submit a review.

Moderation of reviews

Every review submitted on our products is moderated before it is published on our website. We use technical and human validation processing steps to moderate reviews. It can take up to 72 hours for a review to go through the moderation process.

In order for your review to be accepted for publication, it must comply with our Terms and Conditions for Product Reviews set out below. If, after your review is published, we find that your review is not compliant, your review will be removed.

Reviews are not hidden, suppressed, edited, or deleted unless deemed or suspected to be fraudulent or otherwise fake or misleading.

Reporting product reviews

If you come across a product review that you believe is fake, misleading or not in line with Terms and Conditions for Product Reviews, you can report it by using the ‘Report’ button under each review. If our moderator finds it is not compliant, the review will be removed.

Investigating suspicious reviews

Suspicious product reviews that have been reported to us, or discovered during a review audit will be investigated in a thorough and timely manner by our moderator. Reviews that are fake or misleading, or do not comply with our Terms and Conditions for Product Reviews will be taken down.

Breaches of this Product Review Policy

If you frequently submit product reviews that do not comply our Terms and Conditions for Product Reviews, your right to submit product reviews may be temporarily or permanently suspended.

Incentivised reviews

From time to time, we may offer incentives to thank customers for submitting a review. Incentives may include entry into a prize draw, loyalty points, vouchers, or discount codes.

Every review that has been incentivised is marked accordingly on our website. 

TERMS AND CONDITIONS FOR PRODUCT REVIEWS

These Terms govern your conduct associated with submitting a product review (including uploading images and videos). By accessing, browsing, using, registering on or contributing to LUNESCAPE’ website, Apps and any other area of our sites where you can post submissions or reviews you confirm that you have read, understood and agree to the following terms.

By submitting any content to LUNESCAPE, you guarantee that:

• You are the sole author and owner of the intellectual property rights in the content;

• All "moral rights" that you may have in such content have been voluntarily waived by you;

• All content that you post is accurate;

• You are at least 18 years old;

• Use of the content you supply does not violate these Terms and Conditions and will not cause injury to any person or entity.

You further agree that you may not submit any content:

• That is known by you to be false, inaccurate or misleading;

• That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;

• That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);

• That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;

• For which you were compensated or granted any consideration by any unapproved third party;

• That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;

• That contains any computer viruses, worms or other potentially damaging computer programs or files.

You agree to indemnify and hold LUNESCAPE (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

For any content that you submit, you grant LUNESCAPE a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from, sell, distribute  and/or incorporate such content into any form, medium or technology throughout the world without compensation to you.

All content that you submit may be used at LUNESCAPE’ sole discretion. LUNESCAPE reserves the right to change, condense or delete any content on LUNESCAPE’s website that LUNESCAPE deems, in its sole discretion, to violate these Terms and Conditions. LUNESCAPE does not guarantee that you will have any recourse through LUNESCAPE to edit or delete any content you have submitted. Images, ratings, written comments are generally posted within two to four business days. However, LUNESCAPE reserves the right to remove or to refuse to post any submission to the extent authorised by law. You acknowledge that you, not LUNESCAPE, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of LUNESCAPE, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.