Returns & Refund Policy
Luxova Returns & Refunds Policy
Returns & Refunds Policy – Luxova
At Luxova, customer satisfaction is important to us, and we strive to provide a premium online skincare shopping experience with quality products and reliable service. This skincare return policy outlines the conditions under which skincare returns, skincare refunds, product exchanges, and order cancellations are handled.
Please read this policy carefully before placing your order.
Eligibility for Returns
To ensure hygiene, safety, and product quality standards, products may be eligible for return only under specific circumstances.
Products Eligible for Return
Luxova accepts returns for the following:
Damaged skincare products received during delivery
Defective skincare products
Incorrect products received
Unopened and unused products in original packaging
Returns requested under these conditions may qualify for replacement, exchange, or refund after verification.
Products Not Eligible for Return
The following products are not eligible under our skincare returns policy:
✘ Opened skincare products
✘ Used skincare products
✘ Products damaged after delivery due to misuse or improper handling
✘ Promotional, discounted, or sale items (unless received damaged or incorrect)
✘ Products without original packaging or proof of purchase
Hygiene & Safety Standards
As a premium skincare brand, Luxova follows strict hygiene and safety practices.
Due to health and quality standards, opened or used skincare products cannot be accepted for returns or refunds. Once a skincare product has been opened, we cannot guarantee product integrity, contamination control, or customer safety.
Return Window
Customers must initiate return requests within:
7 days from the date of delivery
Requests submitted beyond the return window may not be approved.
Skincare Return Process
To ensure a smooth skincare return process, please follow these steps:
Step 1: Contact Customer Support
Reach out to Luxova customer support through:
Email: contact@luxova.in
Step 2: Provide Required Information
Please include:
• Order ID
• Product name
• Reason for return request
• Images of the product
• Video proof (if product is damaged or defective)
Incomplete information may delay processing.
Step 3: Verification & Approval
Our team will review the submitted details and inspect:
• Product condition
• Damage evidence
• Order details
• Eligibility requirements
Verification generally takes:
24–72 business hours
Step 4: Pickup / Shipping Process
If approved:
• Luxova may arrange pickup depending on service availability.
OR
• Customers may be requested to ship the item to our return address.
Products should be securely packed in original packaging.
Refund Policy
If the return request is approved, refunds will be processed as follows:
Refund Timeline
Approved refunds are generally processed within:
5–10 business days
Refund Method
Refunds may be issued through:
• Original payment method
• Bank transfer
• Wallet credit
• Credit card or debit card refund
Processing Delays
Banks and payment providers may take additional time to reflect the amount.
Luxova is not responsible for delays caused by:
• Banking systems
• Payment gateways
• Technical interruptions
Order Cancellation Policy
Cancellation Before Shipment
Orders may be cancelled before shipping confirmation.
Cancellation After Shipment
Orders that have already been shipped cannot be cancelled.
Non-Cancellable Conditions
Orders may not be cancelled if:
• Product has been shipped
• Product has already been delivered
• Promotional products are involved
Skincare Product Exchange Policy
Luxova may provide skincare product exchange only under the following conditions:
Damaged products received
Wrong product delivered
Manufacturing defects
Exchange requests must be submitted within 7 days of delivery.
Shipping Charges for Returns
Customer Responsibility
Customers may be responsible for return shipping charges in situations involving:
• Preference changes
• Incorrect orders placed by customer
Luxova Responsibility
Luxova will bear shipping costs when:
• Wrong product is shipped
• Damaged product received
• Defective product received
International Orders
For international skincare orders:
• Return eligibility may vary by country
• International shipping costs are non-refundable
• Customs duties, taxes, and import charges are customer responsibility
• Delivery timelines may vary by destination
Missing Orders
If your order status shows delivered but has not been received:
Please contact our skincare customer support team within 48 hours.
Include:
• Order number
• Contact details
• Delivery information
Lost Packages
If a package is confirmed lost during transit:
Luxova will investigate the issue with shipping partners and provide resolution options where applicable.
Non-Delivery Situations
Orders may fail to deliver due to:
• Incorrect shipping address
• Recipient unavailable
• Delivery restrictions
• Courier service limitations
Customers are requested to verify delivery details before placing orders.
Fraud Prevention & Misuse Protection
Luxova reserves the right to reject return requests if suspicious activity is detected, including but not limited to:
• Repeated return abuse
• False damage claims
• Manipulated product evidence
• Fraudulent transactions
Customer Support
For skincare order tracking, skincare refunds, skincare returns, or product assistance:
Email: contact@luxova.in
Website: www.luxova.in
Phone: +91-97174-46444
Frequently Asked Questions (FAQ)
Can I return an opened skincare product?
No. Opened or used skincare products cannot be returned due to hygiene and safety reasons.
How long does the refund process take?
Approved refunds generally take 5–10 business days.
Can I exchange a product?
Yes. Exchanges are available for damaged, defective, or incorrect products.
What if I receive a damaged product?
Please contact customer support within 7 days with photos and video proof.
Can I cancel my order after shipment?
No. Orders cannot be cancelled once shipped.
