Refund policy
RETURNS & EXCHANGES
30-Day Return & Exchange Policy
We offer a 30-day return and exchange period from the date you receive your order. To ensure that a return is accepted, the following conditions must be met:
- The product must be in its original condition, completely unused and unopened
- The package must remain sealed and untouched
- All original packaging, including bottles, boxes, and seals, must be included in perfect condition
Important: This return policy is separate from our 90-Day Money-Back Guarantee, which applies only to products that have been opened and used as directed.
If these requirements are met, we will be happy to process your return.
How to Initiate a Return
To start the return process:
- Contact our customer support team at support@lustreeco.com
- Provide your order number, proof of purchase, and clear photos of the unopened package, along with the reason for the return
- We will send you the return form and return address for your shipment
Important: Returns without prior notice will not be accepted. Please contact us before returning an item.
The customer is responsible for arranging and covering the cost of return shipping.
Exchanges
If you would like to exchange an unopened item, you can do so within 30 days of receiving your order.
Once we receive your returned item in its original, unopened condition, we will process your exchange promptly. For questions about exchanges, please contact us at support@lustreeco.com for assistance.
Damaged or Incorrect Items
If you receive an order that is incorrect or faulty, such as:
- Wrong product or quantity
- Damaged or defective items
- Tampered or opened seals
Contact us immediately at support@lustreeco.com with a description of the issue and supporting photos. We will prioritize resolving the issue by sending a replacement or providing a refund.
Refunds
Refunds will be processed after we have received and inspected your returned item to ensure it meets our return conditions (unopened and in original condition). If approved, the refund will be issued to your original payment method.
- Processing Time: Refunds will be processed within 7 business days after approval
- Return Shipping Costs: Shipping costs are non-refundable unless the return is due to a defective or incorrect item
Important Information
Customers are responsible for return shipments. If a return is not received at our distribution center, we cannot initiate a refund or exchange.
Order Cancellations
- Cancellation Window: Orders can only be cancelled within 24 hours of purchase. Due to our fast fulfillment process, orders are typically processed and shipped within 24 business hours.
- After Shipment: Once an order has been shipped from our warehouse, it cannot be cancelled or intercepted with the shipping carrier
- How to Cancel: If you need to cancel your order within the 24-hour window, immediately email our support team at support@lustreeco.com with your order details
Order Modifications
Once an order is confirmed, changes (including address updates) are no longer possible due to our automated fulfillment system. If you notice an error, contact our customer support as soon as possible at support@lustreeco.com