Refund policy

Return, Replacement & Refund Policy

At LUSHR, we strive to deliver excellence in every package. Due to the personal nature of our products and to maintain the highest hygiene standards, we adhere to a strict No Return/No Refund policy, except in specific cases of damage or error.

1. Cancellations & Modifications

  • Timeframe: You may cancel or modify your order within 1 hour of placement.
  • Process: Email us at ccare.lushr@gmail.com with the relevant details.
  • Post-Dispatch: Once an order has been shipped, it cannot be cancelled or modified.

2. Replacements for Damaged or Incorrect Items

If you receive a product that is damaged, leaking, expired, or incorrect, we will make it right.

  • Reporting Window: You must report the issue within 48 hours of delivery.
  • Requirement: To process your claim, we require clear images or an unboxing video showing the damage, the shipping label, and the batch details.
  • Condition: Items must be returned in their original packaging. LUSHR reserves the right to deny a replacement if the product shows signs of use or tampering.

3. Non-Returnable Scenarios

We cannot accept returns or offer refunds for the following:

  • Personal Preference: Issues related to fragrance, texture, or colour preference.
  • Allergic Reactions: We recommend a patch test before use. As skin types vary, we cannot offer refunds for skin reactions.
  • Incorrect Selection: If you accidentally purchased the wrong variant or product.
  • Promotional Items: Products bought during sales, giveaways, or as part of a kit.

4. Refund Process

  • Prepaid Orders: If a refund is approved (e.g., order cancellation within 1 hour or out-of-stock items), the amount will be credited to your original payment method within 5–7 business days.
  • Payment Failures: If money is deducted from your account but the order is not confirmed, please contact your bank first. If the issue persists after 7 days, reach out to our team.

5. Shipping for Returns

  • If a return is required for inspection, LUSHR will arrange a reverse pick-up where available.
  • In areas where reverse pick-up is unavailable, the customer must self-ship the product. Shipping costs for self-shipping are non-refundable unless the return is due to LUSHR error.