Return Eligibility
To be eligible for a return, items must be unused, unopened, and in their original packaging. You must initiate the return process within 30 days of receiving your order. If the return request is made after this period, we may not be able to accommodate your request. Certain items, such as personalized products or those marked as final sale, are not eligible for return.
How to Request a Return
To initiate a return, you must send an email to [email protected]. In your email, please include your order number, the item(s) you wish to return, and the reason for the return. We will respond with further instructions on how to proceed. Please allow up to 3 business days for us to process your request and provide you with the necessary information.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We do not guarantee that we will receive your returned item, and you may be responsible for any loss or damage during the return shipping process.
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please note that it may take several business days for your bank or credit card company to process and post the refund to your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different product, you must return the original item for a refund and place a new order for the desired item. This ensures that you receive the correct product in a timely manner. Please follow the return process outlined above to initiate your return.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of receiving your order at [email protected]. Include your order number and a description of the issue, along with any supporting photos. We will assess the situation and determine the best course of action, which may include a replacement or refund.
Contact Information
If you have any questions regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your concerns are addressed promptly. Our customer service team typically responds within 1-2 business days. Thank you for shopping with luxetrueessence.com, and we appreciate your understanding of our policies.