RETURNS

GENERAL RETURNS

Dear customer if for any reason you do need to return an item, you can do so within 14 days of receipt of the item(s).
Please note only unopened and unused items can be returned. Returned items cannot be exchanged, only a refund of the original price minus any delivery charges can be given for items returned. If we receive a return that appears to be used we will regrettably not be able to offer a refund, or return the item to you.
Please follow the instructions below so that we can process your return as quickly as possible.
 

  • If you need to return an item please contact us at info@luxegel.com and we can advise further and supply you with an order return form.
  • Please note exchanges are not accepted only a refund can be applied if deemed eligible.
  • You will be responsible for arranging to have the item(s) returned to us and for any costs incurred. We strongly recommend that you use a traceable courier service to return your items to us, as we will be unable to offer refunds on items that do not reach us.
  • You will be notified by email once your returns have been received and processed.
  • Please be aware that International customs duties and sales taxes are not refunded for shipments outside of the EU.
  • Postage and packaging charges payed are also not refundable.

 

MISSING OR INCORRECT ITEMS

Please note you should notify us within 72 hours from the date your order is delivered of any missing or incorrect items in your order. Unfortunately we will not be able to action any requests once this time has passed. Get in touch at info@luxegel.com

DAMAGED GOODS

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”. Or you can refuse delivery and ask that the package be returned to sender. Once received we can then process a full refund for the order.
If your goods are received as faulty or damaged once opened you must notify us within 72 hours of parcel delivery. To do so please get in touch at info@luxegel.com


Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.