CANCELLATION AND RETURN POLICY

At Luxe Skincare, your happiness is our highest priority! We work tirelessly to  delight you with our products and make you feel special.

We understand that skincare is a personal purchase and for this reason, we  will gladly issue a full refund for any full priced unopened merchandise that is  returned within 7 (Seven) days from the date of purchase. Simply contact us  and return the products to our address. However, postage will be charged at  actuals.

Our products once opened cannot be repackaged or resold due to the lack of  preservative. To keeps things safe for our customers, we do not accept returns  on opened merchandise. If you are unsure of a product’s suitability, kindly opt  for our sample size packaging.

Please note that we cannot offer exchanges or refunds on any sale, opened or  used products. Luxe Skincare is not responsible for any damage after delivery.

Please allow one to three weeks from the day you return your package for your  request to be processed. You will be contacted once your return is complete.

All claims for shortages or damages must be reported to customer service on  the day of delivery.

RETURNS, REPLACEMENTS AND REFUNDS

HOW DO I RETURN AN ITEM PURCHASED ON LUXE SKINCARE?   

Indian Orders:

Luxe Skincare offers its customers an “Easy return policy”, wherein you can  raise a return/exchange request of a product within 7 (Seven) days of its  delivery. We also accept partial returns wherein you can raise a return request  for one or all products in your order.

  • Step 1: Contact our Customer Support team via email  info@luxeskincare.co within 7 (Seven) business days of receiving the order.
  • Step 2: Provide us with your order ID details and your request to  return/replace/refund your order. Kindly email an image of the product  and the invoice for our reference.
  • Step 3: We will pick up the products within 3-5 business days. We will  initiate the refund or replacement process only if the products are  received by us in their original packaging with their seals, labels and  barcodes intact.

International Orders:

Products can only be eligible for returns if the products received by the  customer are deemed to have been received in a damaged / defective state or  are expired or an incorrect product has been delivered. Such products can only  be returned in their original packaging, in an unused and sealed condition.  [Opened or used products will not be accepted as returns].

If a return is accepted, Luxe Skincare will replace or refund the invoiced Rupee  value for the damaged / defective / expired / wrong product. In either case, the  additional customs amount paid by the customer to receive the product will be  reimbursed to the customer in the form of a refund coupon that can be applied  to the customer’s next order with Luxe Skincare subject to the customer  providing a copy of the customs receipt.

Note: If it is a case of replacement then it is subject to the availability of stock.  In cases when a replacement may not be available, we will refund you the full  amount. Kindly refer to the next question for exclusions to refunds.

WHICH ARE THE ITEMS THAT CANNOT BE RETURNED / EXCHANGED?

  • Product is damaged due to misuse/overuse.
  • Returned without original packaging including price tags, labels, original  packing, freebies and other accessories or if original packaging is  damaged.
  • Serial Number is tampered with.
  • Defective products that are not covered under Seller/Manufacturer’s  warranty.
  • Product is used or altered.
  • If request is initiated after 7 (Seven) business days of order delivery.
  • Free product provided by brand.
  • Customized during select promotions and ordered on demand cannot be  returned.
  • In the event if there is loss or damage to goods in shipping this becomes  a claim on the courier company. We will make every effort to obtain  compensation on your behalf under such circumstances

Please note: For certain marketing campaigns or mega sale periods, special  return/exchange/refund rules may apply. Information regarding this shall be visible on the promotion banner. For any clarification, please feel free to  contact our customer care.

IF I HAVE RECEIVED A DAMAGED OR DEFECTIVE ITEM / WRONG  PRODUCT IN MY ORDER THEN HOW SHOULD I PROCEED?

Our shipments go through rigorous quality check processes before they leave  our warehouse. However, in the rare case that your product is damaged during  shipment or transit, you can request for a replacement or cancellation and  refund.

If you have received an item in a damaged/defective condition or have been  sent a wrong product then you can follow a few simple steps to initiate your  return/refund within 7 (seven) days of receiving the order:

  • Step 1: Contact our Customer Support team via email info@luxeskincare.co within 7 (Seven) business days of receiving  the order.
  • Step 2: Provide us with your order ID details and your request to  return/replace/refund your order. Kindly email an image of the product  and the invoice for our reference.
  • Step 3: We will pick up the products within 3-5 business days. We will  initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and  barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In  case that a replacement may not be available then we will refund you the full  amount.

DO I HAVE TO RETURN THE FREE GIFT WHEN I RETURN A PRODUCT?

Yes, the free gift is included as a part of the item order and needs to be  returned along with the originally delivered product.

CAN I RETURN PART OF MY ORDER?

Yes, a return can be created at item level and if you have ordered multiple  items then you can initiate a return/replacement/refund for any individual  item. However, any product being returned needs to be returned in full  including all components as well as any complimentary gifts or products which  came along with it.

HOW WILL I GET REFUNDED FOR THE RETURNED ORDERS AND HOW  LONG WILL THIS PROCESS TAKE?

In case of a return/replacement/refund, we process the refund once the  products have been received and verified at our warehouse.

  • For payments done through credit/debit cards or net banking, the  refund will be processed to the same account from which the payment  was made within 48-72 business hours of us receiving the products  back. It may take 2-3 additional business days for the amount to reflect  in your account.
  • For cash on delivery transactions, we will initiate a bank transfer against  the refund amount against the billing details shared by you. This process  will be completed within 48-72 business hours of us receiving the  products back and your bank details on email. It will take additional 2-3 business days for the amount to reflect in your account.
  • In addition, we also provide the hassle-free option of refund through  Luxe Skincare coupons which can be used during future purchases.
  • If you buy a product and thereafter change your mind then we have each  and every right to charge a re-stocking fee at our sole discretion.

OUT OF STOCK ITEMS

We apologize for the inconvenience this may cause. Please recheck availability  on a later date.

CANCELLATION POLICY

CANCELLATION BEFORE SHIPMENT (ONLY VALID ON ORDERS’ PLACE &  DELIVERY IN INDIA):

If the order or the item(s) that you want to cancel have not been shipped yet,  you can write to our customer support team on info@luxeskincare.co or call us on +93709 86500 from Monday to Friday between 11:00 A.M. to 7:00P.M. IST

In such cases, the order will be cancelled, and the money will be refunded to  you within 48-72 business hours after the cancellation request is duly  processed by us.

HOW WILL I GET REFUNDED FOR THE CANCELLED ORDERS AND HOW  LONG WILL THIS PROCESS TAKE?

In case of cancellation before shipment, we process the refund within 48-72 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is  being returned, we process the refund once the products have been received  and verified at our warehouse.

  • For payments done through credit/debit cards or net banking, the  refund will be processed to the same account from which the payment  was made within 48-72 business hours of us receiving the products  back. It may take 2-3 additional business days for the amount to reflect  in your account.
  • For cash on delivery transactions, we will initiate a bank transfer against  the refund amount against the billing details shared by you. This process  will be completed within 48-72 business hours of us receiving the  products back and your bank details on email. It will take additional 2-3 business days for the amount to reflect in your account.

In addition, we also provide the hassle-free option of refund through  Luxe Skincare coupons which can be used during future purchases.

WHAT IF I USED DISCOUNT VOUCHERS OR LOYALTY POINTS DURING  TIME OF PAYMENT AND I HAVE TO CANCEL MY ORDER?

Discount vouchers are intended for one-time use only and shall be treated as  used even if you cancel the order.

If you had redeemed loyalty points for an order, the same will be credited back  to your account in the case of a cancellation.

WHERE IS THE WAREHOUSE THAT THE USERS ARE SUPPOSED TO POST  PRODUCTS TO?

Manak House, R No. 14/15 , 44 C P Tank Road,
Landmark :- Near Gulalwadi Circle,
Opp. 3rd Panjrapole Lane, 
Mumbai-400004
Maharashtra

DO YOU REFUND USERS FOR POSTAGE EXPENSE OF RETURNING THE  GOODS OR NOT?

No, we do not refund users for postage expense incurred for returning goods.

CANCELLATION BY LUXE SKINCARE

If we suspect any fraudulent transaction by any customer or any transaction  which defies the terms & conditions of using the website then we at our sole  discretion have the right to cancel such orders. We will maintain a negative list  of all fraudulent transactions and customers and would deny access to them or  cancel any orders placed by them.

In addition, we have each and every right to cancel the transactions as to our  sole discretion anytime without assigning any reasons during the course of the  transaction.