Refund policy
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:
- Â Vitamin C Capsules
- Â Microfiber Cloth Filters
- Â 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.