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.

For a standard return, such as a change-of-mind return, you are responsible for the return shipping cost unless otherwise stated during the return process.

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

If a product is faulty, damaged, incorrect or otherwise not in conformity with your order, contact us before returning it so that we can assess the issue and provide appropriate instructions.

LUXX COSMETIC’s current Refund Policy does not apply a standard fixed restocking fee to every eligible return.

A refund may be reduced where legally permitted if a product has been handled beyond what is necessary to inspect it, has lost value, or does not meet the applicable return conditions.

Any return cost, deduction or optional store-credit offer applicable to your case will be communicated during the return process.

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.

An approved refund is normally issued to the original payment method used during checkout.

Where available, you may be offered optional store credit instead. Store credit is voluntary and may include an additional bonus only when this is clearly stated during the return process.

You do not have to select store credit where a refund to the original payment method is available under the applicable return rules.

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.