Refund policy

RETURN AND REFUND POLICY

We want you to be completely satisfied with your shopping experience. However, if you are not entirely happy with your purchase, we are here to help through our Return and Refund Policy below.

1. Return Window

You have the right to request a return within 15 days from the date of successful delivery. Beyond this timeframe, we unfortunately cannot process refund or exchange requests.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be brand new, unused, unwashed, and in the exact same condition that you received it.

  • Packaging: The item must be in its original packaging with all tags attached.

  • Proof of Purchase: A receipt, Order ID, or valid proof of purchase is required.

3. Non-Returnable Items

Certain types of items cannot be returned due to hygiene, safety regulations, and the nature of the products:

  • Personal care products, cosmetics, or liquids where the protective seal has been broken.

  • Gift cards.

  • Items marked as Final Sale or clearance items.

4. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to our support team at sp.lushrefuge@gmail.com with the subject line "Return Request - [Your Order ID]". Please attach clear photos or a video if the item has a manufacturing defect or was damaged during shipping.

  2. Await Confirmation: Our team will review your request and reply with detailed instructions and the specific warehouse address for the return. (Important Note: Please do not send your purchase back to the manufacturer's address printed on the original package).

  3. Pack and Ship: Pack the item securely to prevent any damage during transit. Please provide us with the return Tracking Number via email so we can monitor the shipment.

5. Return Shipping Costs

  • Store Fault: We will cover the full cost of return shipping if the item is defective, damaged, or if you received the incorrect product.

  • Personal Reasons: If the return is due to a change of mind, you will be responsible for paying the shipping costs for returning your item. Original shipping costs are non-refundable.

6. Refund Process

Once your return is received and inspected by our warehouse, we will send you an email notification:

  • If your refund is approved, the funds will be automatically processed and applied to your original method of payment (Credit Card, PayPal, etc.) within 5 to 10 business days.

  • If the item does not meet the return conditions (e.g., used, damaged by the user), we reserve the right to deny the refund and will provide you with a specific reason.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.

  2. Contact your credit card company, as it may take some time before your refund is officially posted.

  3. Contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at sp.lushrefuge@gmail.com.