Shipping and Returns Policy
Shipping
All orders are dispatched within two working days of order placement. Working days are Monday–Friday.
Prepaid orders: Free express shipping. Estimated transit time is 3–5 days after dispatch.
Cash on Delivery orders: Regular shipping. Estimated transit time is 7–12 days after dispatch. A ₹500 Cash on Delivery charge applies once to the entire order at checkout, regardless of the number of products or quantity ordered.
The ₹500 Cash on Delivery charge does not apply to prepaid orders and is not added more than once to an order. Dispatch time and transit time are separate. Transit ranges are estimates measured from dispatch.
Commercial returns for products damaged on arrival
You may submit a commercial return request within seven days from the date your order is delivered. To be eligible under this commercial policy, both of the following must apply:
- the product arrived damaged; and
- the product remains unused.
Opening the packaging to inspect the product does not, by itself, make the product used. An undamaged product is not eligible for a change-of-mind return or refund, including when the request is made within seven days. A used product is not eligible under this commercial policy.
The seven-day period is the deadline for submitting a request. It is not a promise that assessment, collection, replacement or refund processing will be completed within seven days.
To submit a request, email contact@luscentra.com with your order number and clear photographs of the product and packaging. Luscentra remains your point of contact; customers are not required to resolve a damaged, incorrect or missing order directly with the carrier.
We offer replacements only for eligible damaged items; we do not offer general exchanges. This does not remove existing eligible refunds.
Pickup, inspection and approved refunds
For eligible damaged returns under this commercial policy, Luscentra arranges pickup and pays the return shipping cost after the customer confirms readiness, subject to courier availability. Please do not send the product back before Luscentra provides pickup instructions.
We inspect the returned product within two working days after receiving it. Approved refunds are initiated within one working day after inspection and approval. Once initiated, refunds generally reach your original payment method within 7–10 working days, depending on your bank or payment provider. Working days are Monday–Friday.
These processing commitments do not change the eligibility requirements above or limit the separate rights under applicable law below.
Rights under applicable law
This commercial returns policy does not limit any remedy that cannot lawfully be excluded under applicable Indian consumer law. If a product is defective, deficient, spurious, incorrect, materially different from its description or advertised or agreed features, or delivered later than the stated delivery schedule, contact contact@luscentra.com. Late-delivery rights remain subject to the force-majeure qualification in the Consumer Protection (E-Commerce) Rules, 2020.
These matters are assessed separately from the damaged-and-unused commercial return above. They will not be rejected solely because the product has been used or because the seven-day commercial request window has passed where applicable law requires a remedy. Any available remedy and the next steps will depend on the facts and applicable law. This paragraph does not create a change-of-mind or satisfaction guarantee.