Goods and Refunds FAQ

Start your return through our Returns Portal.

You may be asked to provide your order number, the email address used for the order and information about the reason for the return.

If you need assistance or cannot use the portal, contact us through our Contact page.

Please wait for the return instructions before sending a product back.

No. LUXX COSMETIC does not charge any return fee. For change-of-mind returns, you only pay the return shipping. If an item is faulty, damaged or incorrect, we cover the return shipping.

No. We never charge a restocking fee. A refund may only be reduced where permitted by law, if a product has been used or handled beyond what is necessary to inspect it.

Please see more in the Refund Policy.

Opened, tested or used cosmetics, skincare, haircare, fragrances, personal-care products and other hygiene-sensitive goods normally cannot be returned as a standard change-of-mind return.

Where a product was supplied with a hygiene or protective seal, it must normally remain unopened and intact.

If the product is faulty, damaged, incorrect, leaking or otherwise not in conformity with your order, contact us through our Contact page. Do not use or discard the product while the case is being reviewed.

A returned product must normally be in a condition that allows it to be resold as new.

It should be:

• Unused and untested
  
• Unopened where supplied sealed
  
• Returned with the original packaging
  
• Returned with all included components, accessories and documentation
  
• Free from damage, contamination, leakage, alteration or strong odours
  

Products that have been opened, used, tested, damaged, altered or returned incomplete may be rejected or refunded only partially where permitted by law.

Contact us as soon as possible through our Contact page.

Please provide:

• Your order number
  
• A description of the issue
  
• Clear photos of the product
  
• Photos of the retail packaging
  
• Photos of the outer parcel
  
• A photo of the shipping label
  
• Details of any missing components
  

Keep the product and all packaging until the case has been reviewed. Please do not return or dispose of the item before receiving instructions.

Each case is assessed individually so that the appropriate solution can be provided.

If the parcel shows visible external damage, note the damage with the carrier where possible and take clear photos before opening it.

Keep the outer parcel, shipping label, protective materials, retail packaging and affected products.

Contact us as soon as possible through our Contact page and provide your order number together with the photos. Do not discard the packaging while the matter is being reviewed.

Manufacturers may update packaging, labels, logos, promotional designs, seals or outer boxes without changing the product itself. Older and newer packaging versions may therefore be available at the same time.

A packaging difference does not automatically mean that the product is incorrect or inauthentic.

Check the product name, variant, size, quantity and other identifying information. Contact us through our Contact page if the essential product details do not match your order or if you believe the item has been opened or damaged.

For more information, see our Product Authenticity page.

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are typically processed to the original payment method within 14 days after we receive the returned item.

Your bank or payment provider may require additional time before the funds appear in your account.

Approved refunds are paid to your original payment method, typically within 14 days after we receive your return.

Alternatively, you can choose store credit with a 20% bonus (for example, 100 becomes 120 in store credit).

Store credit is optional.

After LUXX COSMETIC processes an approved refund, your bank or payment provider may need additional time to post the funds to your account.

Check the original payment method and any refund confirmation you have received.

If sufficient time has passed and the refund is still not visible, contact your payment provider first. You may then contact us through our Contact page and provide your order number and refund details.

No. LUXX COSMETIC does not currently offer direct exchanges.

To obtain another shade, fragrance, formula, size or product, return the original eligible item in accordance with our Refund Policy and place a new order.

A sale, promotional or “Final Sale” label does not remove any mandatory consumer rights.

An eligible promotional product may still be returned where the applicable return conditions are met. Any voluntary return exclusion must be legally permitted and clearly disclosed before purchase.

The product must normally remain unused and, where supplied sealed, unopened with the seal and original packaging intact.

No. Do not send a return to an address without first registering the return and receiving the applicable instructions.

Start through our Returns Portal or contact us through our Contact page.

The correct return destination and procedure may depend on the product, order, warehouse or reason for the return.

A return may be rejected or refunded only partially where permitted by law if the product does not meet the return conditions or has lost value because it was opened, tested, used, damaged, contaminated, altered or returned incomplete.

LUXX COSMETIC may also request additional documentation where a return or claim requires further assessment.

Nothing in this process limits mandatory rights relating to faulty, damaged, incorrect or non-compliant products.

Delivery claims are handled under our Shipping & Delivery procedures rather than the standard returns process.

Please check the delivery location, household members, neighbours, reception or building management and any local pickup point.

If the parcel still cannot be found, contact us as soon as possible through our Contact page and provide your order number, tracking number and delivery address.

See our Shipping Policy for further information.