Refund policy

At LUXVAE, we want you to feel confident when trying our products. If you're not completely satisfied with your purchase, we're here to help.

1. 30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on eligible LUXVAE purchases.

If you're not satisfied with your purchase, you can contact us within 30 days of receiving your order to request a refund.

We want you to have the opportunity to try LUXVAE and decide whether it's right for you.

2. Return Eligibility

To be eligible for a refund:

  • Your request must be submitted within 30 days of receiving your order.
  • You must provide your order number or other valid proof of purchase.
  • The product must have been purchased directly from the official LUXVAE website.
  • We may request additional information to verify your purchase.

For hygiene reasons, opened or used cosmetic products may generally not be eligible for return where applicable law permits.

However, this does not affect your statutory rights if the product is faulty, defective, not as described, or otherwise does not meet applicable legal requirements.

3. How to Request a Refund

To request a refund, contact us at:

info@luxvae.com

Please include:

  • Your full name
  • Order number
  • Email address used when placing your order
  • Reason for your refund request

Our customer service team will review your request and provide you with the next steps.

Please do not send your order back before contacting us and receiving return instructions.

4. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, faulty, or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Your order number
  • A description of the issue
  • Photographs of the product or packaging where appropriate

We will review the issue and, where appropriate, provide a replacement, refund, or other remedy in accordance with applicable law.

5. Refunds

Once your refund has been approved, the refund will be issued to your original payment method where possible.

Please allow additional time for your bank or payment provider to process and display the refund.

6. Shipping Costs

Unless otherwise required by applicable law, original shipping charges are generally non-refundable.

Where a product is faulty, defective, incorrect, or otherwise requires a remedy under applicable consumer law, shipping costs will be handled in accordance with the applicable requirements.

7. Cosmetics and Hygiene

For health and hygiene reasons, we may be unable to accept returns of cosmetic products that have been opened or used where applicable law permits.

This does not affect your statutory rights regarding products that are faulty, defective, not as described, or otherwise do not meet applicable legal requirements.

We recommend reviewing the product information and ingredients before use.

If you experience irritation or an adverse reaction, discontinue use.

8. Exchanges

We do not currently guarantee exchanges for different shades or products.

If you need help selecting the appropriate shade, please contact us before placing your order where possible.

9. Sale Items

Unless otherwise stated, eligible sale items are subject to the same applicable return and refund terms as full-price purchases.

Promotional pricing does not affect your statutory consumer rights.

10. Non-Returnable Situations

Where permitted by applicable law, we may be unable to accept returns or refund requests for:

  • Requests submitted outside the applicable 30-day period.
  • Products purchased from unauthorized third-party sellers.
  • Opened or used cosmetic products where health or hygiene rules prevent their return.

These exclusions do not affect your statutory rights.

11. Statutory Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or limit any statutory rights you may have under applicable consumer protection laws.

If a product is faulty, not as described, or does not meet applicable legal requirements, you may have additional rights to a repair, replacement, refund, or other remedy.

12. Changes to This Policy

We may update this Return and Refund Policy from time to time.

Any changes will be posted on this page with an updated "Last updated" date.

13. Contact Us

For questions regarding returns, refunds, or our 30-Day Money-Back Guarantee, please contact:

LUXVAE

Email: info@luxvae.com