Refund policy

Commercial exchanges for products damaged or defective 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:

1. the product arrived damaged or defective; and
2. 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 or exchange processing will be completed within seven days.

To request support, contact contact@luscentra.com with your order number, a description of the issue, and clear photographs of the product and its packaging. Please do not send the product back until Luscentra provides the next steps. Luscentra will review the request and remain your point of contact for the resolution.

Eligible defective returns under this commercial policy are resolved by an exchange of the affected product after approval, return and inspection. Change-of-mind returns and change-of-mind exchanges are not eligible under this commercial policy. This does not limit remedies required by applicable law.

Pickup, inspection and refunds

For eligible damaged or defective 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 do not charge a restocking fee.

We inspect the returned product within two working days after receiving it. Working days are Monday–Friday.

These processing commitments do not change the eligibility requirements above or limit the separate rights under applicable law below.

Prepaid orders not delivered within 30 days

If your prepaid order has not been delivered within 30 days of order placement, you may request cancellation and a refund by contacting contact@luscentra.com with your order number.

Refund processing

For eligible refunds under the non-delivery rule or applicable law, approved refunds are initiated within one working day after approval and any required inspection. 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.

This does not limit remedies required by applicable law.

Rights under Indian consumer 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 commercial return policy 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.