Refund policy

This Return and Refund Policy explains how returns, refunds, faulty items, damaged items, and incorrect items are handled when you shop with LUXX COSMETIC. Nothing in this policy limits any mandatory consumer rights that apply to you.

Returns at a Glance

Topic Summary
Return window Eligible items may be returned within 30 calendar days after delivery. This includes the statutory 14-day withdrawal period, where applicable, plus a voluntary 16-day extension provided by LUXX COSMETIC.
Condition Products must be unused and, where supplied sealed, unopened with the original seal, packaging, and included components intact where applicable.
Sealed and hygiene-sensitive goods Sealed goods may be excluded from return after unsealing where the applicable health-protection or hygiene exception applies.
Refund method Approved refunds are issued to the original payment method, unless optional store credit is selected where offered.
Exchanges LUXX COSMETIC does not currently offer direct exchanges. Return the original product and place a new order.

Return Window

If you are a consumer, you have a statutory 14-day right of withdrawal from the day you receive your order, subject to applicable legal exceptions. LUXX COSMETIC voluntarily extends the return period by an additional 16 calendar days, providing a total return window of 30 calendar days from delivery for eligible items. To use the statutory right of withdrawal, you must notify us within the first 14 days. Returns requested during days 15 to 30 are accepted under our voluntary extension and remain subject to the conditions in this policy. Nothing in this extension limits any mandatory consumer rights.

Conditions for Returns

Returned items must be in a condition that allows them to be resold as new, unless the return concerns a faulty, damaged, incorrect, or non-compliant item.

  • Cosmetics, skincare, haircare, fragrance, personal-care products, beauty tools, and related accessories must be unused and, where supplied sealed, unopened with the original seal intact. Products must be returned with their original packaging and included components where applicable.
  • Do not test or apply products directly to the skin, hair, lips, eyes, nails, or body if you intend to return them under the standard right of withdrawal. Where appropriate, you may inspect the external packaging and product information without opening a hygiene or protective seal.
  • Products showing signs of use, testing, opening, tampering, contamination, leakage, damage, missing components, altered packaging, strong odours, or handling beyond what is necessary to inspect them may be rejected or refunded only partially, where permitted by law.
  • Sealed goods that are not suitable for return for health protection or hygiene reasons may be excluded from the right of withdrawal once unsealed after delivery, where permitted by applicable law. This may apply to certain cosmetics, skincare, haircare, personal-care products, applicators, brushes, sponges, and similar hygiene-sensitive goods.
  • A Final Sale or promotional label does not remove any mandatory withdrawal, refund, or product-conformity rights. Any voluntary return exclusion applies only where permitted by law and clearly disclosed before purchase.

How to Start a Return

To start a return, use the Returns Portal or contact us through the Contact page if you need assistance.

You may be asked to provide your order number and relevant photos, depending on the reason for the return.

Return Shipping Costs

For standard returns, such as change of mind, return shipping costs are the responsibility of the customer unless otherwise stated during the return process.

If an item is faulty, damaged, incorrect, or non-compliant, contact us before returning the item so we can assess the case and provide instructions.

We recommend using a tracked return method and keeping your shipping receipt until the return has been processed.

Refunds

Once we have received and inspected the returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original payment method used at checkout.

Refunds are typically processed within 14 days after we receive the returned item. Depending on your payment provider, it may take additional time before the funds appear in your account.

Optional Store Credit

Where available, customers may choose store credit instead of a refund to the original payment method. Store credit is optional and may include an additional bonus amount where this is clearly offered during the return process. Choosing store credit does not affect your right to request a refund to your original payment method where applicable.

Damaged, Faulty, Incorrect, or Non-Compliant Items

If you receive a damaged, faulty, incorrect, or non-compliant item, contact us as soon as possible through the Contact page.

To help us assess the issue, we may request photos of the item, the outer packaging, and the shipping label. Each case is reviewed individually to determine the appropriate solution.

Exchanges

LUXX COSMETIC does not currently offer direct exchanges. If you would like a different shade, fragrance, formula, size, or product, please return the original item in accordance with this policy and place a new order.

Related Information

For delivery and tracking information, see the Shipping Policy. For country-specific delivery estimates, see the Country List.

Updated at: 19 JUL 2026