Shipping and Returns Policy

Order & Shipping Policy:

• Upon placing your order, we will send you an email confirmation to acknowledge receipt of your order. Another email will be sent to confirm the dispatch of your order, indicating acceptance.
• Please note that the dispatch of ordered product(s) may occur at different times.
• Prior to handing over the product(s), we inspect and package them carefully with the assistance of our trusted delivery partners.
• Our delivery partners will make every effort to deliver the package to you as soon as possible. If they are unable to reach the provided address or deliver at a suitable time, they will contact you to resolve the issue.
• We aim to dispatch most orders within 2 business days, excluding Sundays and public holidays.
• Prepaid orders are eligible for free shipping. However, for all cash on delivery (COD) orders, there will be a shipping charge of INR 200 per item.
• Any disputes or issues related to shipping and delivery must be communicated to us within 24 hours via email (contact@luscentra.com), preferably within 24 hours, to facilitate a resolution.
• Currently, Luscentra does not offer international shipping.

Do I have to pay for shipping?
We provide free shipping across India for all prepaid orders. For cash on delivery orders, a nominal convenience fee of Rs. 200 will be added during checkout. Please note that this convenience fee is non-refundable.

How long will it take for my order to reach me?
Orders from our warehouse are dispatched from Monday to Friday and will be shipped to you within 7-10 working days from the order placement. You will receive tracking details to locate your package.

Estimated Delivery Time: For areas serviced by reputed couriers, delivery usually takes 3 to 5 business days after shipping (excluding Sundays and holidays). For other areas, delivery may take 5-7 days depending on the location.
Please note that the delivery date displayed during the order placement process and in the order confirmation email is tentative and subject to change once the order is shipped. After the shipment, an Estimated Delivery Date will be provided to track the status of your order.
While Luscentra strives to deliver products as per the communicated Estimated Delivery Date, there might be unexpected delays due to logistics challenges beyond our control. In such cases, Luscentra is not liable, and we request your cooperation. Additionally, Luscentra reserves the right to cancel an order at its sole discretion if it takes longer than the usual delivery time or if the shipment is physically untraceable. In such cases, a refund will be issued for the cancelled product(s).

How can I track my order?

Once your order is dispatched, you will receive an email containing the tracking number and the courier company responsible for processing your order.

Does Luscentra ship internationally?
We are working on expanding international delivery to many other countries. Stay tuned for updates!

Cancellation Policy:
Once placed and processed, your order cannot be cancelled. If you need to change the address or contact information after placing the order, please email us at contact@luscentra.com. We can accommodate these changes within 12 hours of order placement or before the order is shipped, whichever occurs earlier. Unfortunately, once the order has been shipped, we cannot accommodate these changes.

How can I determine if an item is eligible for return?
To be eligible for a return, you must initiate the return within 1 day of receiving a product if it is damaged or defective. Once a product has been used, it is no longer eligible for return. To schedule a return, please email us at contact@luscentra.com.

Please note the following regarding returns:

• Any returned item that is received in a damaged condition or has been used will not be refunded.
• Items for which the return request is initiated more than 2 days after delivery will not be eligible for return.

Only regular-priced items are eligible for a refund. Items purchased during sale events or using discount codes are not eligible for refund or exchange. E-gift cards are non-refundable.

The following items cannot be returned once opened:

•  Vitamin C Capsules
•  Microfiber Cloth Filters
•  Antibacterial Ceramic Balls

Our products, once opened or used, cannot be repackaged or resold due to the broken seal. For the safety of our customers, we do not accept returns on used merchandise.

Returns will only be accepted under the following circumstances:
Products that have been physically damaged in transit or have physical defects (e.g., broken bottles) or if the incorrect product has been shipped. To request a return, please email us at contact@luscentra.com within 24 hours of receiving the order and include photos of the damaged/incorrect/missing product. The damage should be evident in the photos, and acceptance of the return is subject to final approval. Failure to provide photos within 24 hours will result in the inability to process a damage complaint. Acceptable returns must be returned in proper condition in the original box and properly wrapped in the safety packaging it was shipped in.

• Returns will not be accepted if the product has been used/opened/tried or if the serial number has been tampered with. Upon receipt of the returned product, we will inspect it to validate the claim.
• Once a return is approved, a replacement will be issued. If the product is found to be ineligible for return, it will be couriered back to you.
• For any claims regarding missing items or shortages, please report them to customer service on the day of delivery or within 24 hours of the delivery date, including photos of the shipping box and a clear description of the issue, sent via email to contact@luscentra.com. Failure to report beyond this time window may impact the resolution of the issue.

Exchange or return of a product due to reasons such as personal dislike, fragrance preference, or color preference without proof of quality issues with the product itself is not applicable.

How do I initiate a return?
To return your shipment, please email contact@luscentra.com with your order number, photos of your shipment, and the reason for return.

What should I do if I have received a damaged product?
We are dedicated to ensuring that your products reach you safely. However, if you have received a damaged or incorrect product, please submit a return request. Please note that Luscentra is not responsible for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Remember to save all packaging materials and damaged goods before filing a claim.
Please be aware that only the product cost (minus any applicable restocking fee) will be eligible for a refund. Costs related to shipping, cash on delivery charges, custom packaging, etc., will not be eligible for a refund.

How long will it take to process my return?
Typically, it takes 10-15 working days for you to receive a replacement product or a refund.