Refund policy
Return & Refund Policy
At Lushe, we want you to feel confident in your purchase. This policy explains how returns, refunds, replacements, and our 60-day satisfaction guarantee work for orders placed through.
1. Our 60-Day Satisfaction Guarantee
If you are not satisfied with an eligible Lushe product, you may request a return or refund within 60 calendar days after delivery. Our satisfaction guarantee also applies to products that have been opened and reasonably tried, subject to the conditions below. You do not need to claim that an item is defective to request a return.
To start a request, email contact@buylushe.store within the 60-day period and include your order number and the item you wish to return. We will explain the next steps and whether the item must be sent back.
2. Return Eligibility
- The product must have been purchased directly from trylushe.store.
- The request must be made within 60 calendar days of confirmed delivery.
- We may ask for your order number, proof of purchase, and, where relevant, photos of the item or packaging.
- Products may be opened and reasonably used under our 60-day satisfaction guarantee. Items that have been intentionally damaged or materially altered may be ineligible, except where consumer law provides otherwise.
- Promotional and bundle items are reviewed according to the actual amounts paid and discounts applied to the order. Any refund calculation will be explained before processing.
Nothing in this policy limits non-excludable consumer rights under applicable law.
3. How to Return an Item
Contact contact@buylushe.store before sending anything. If a physical return is required, we will provide return instructions and confirm the correct destination.
Return mailing address: [INSERT YOUR REAL RETURN ADDRESS BEFORE PUBLISHING]
Do not send returns to the address printed on the shipping label unless our support team confirms it is the appropriate return destination. Please use a tracked shipping service and retain your receipt when sending a return.
4. Return Shipping Costs and Fees
For a change-of-mind or satisfaction-guarantee return, the customer is responsible for the cost of return shipping unless we explicitly offer a prepaid label or applicable law requires otherwise. For a damaged, defective, or incorrect item, we cover reasonable return shipping costs or supply a prepaid return label when a return is required.
We do not charge a restocking fee. Original delivery charges are generally non-refundable for change-of-mind returns, unless the offer terms or applicable law require a refund. Our 60-day money-back promise covers the amount paid for eligible products, including applicable product taxes.
5. Refund Processing
After your return is received and reviewed, or after we approve a refund without requiring a return, we will email you the outcome. Approved refunds are issued to the original payment method, generally within 5–10 business days after approval. Your card issuer or payment provider may require additional time to display the credit.
If your refund does not appear after this period, please contact contact@buylushe.store with your order number so we can investigate.
6. Damaged, Defective, Incorrect, or Missing Items
If an item arrives damaged, defective, incorrect, or incomplete, email us as soon as reasonably possible, preferably within 7 days of delivery. Include your order number and, when possible, photos of the product and package. We will review the issue and offer an appropriate replacement or refund at no additional cost when the issue is our responsibility. Reporting after seven days does not remove any statutory rights you may have.
7. Cancellations and Changes
If you need to cancel or change an order, contact us promptly. We will try to help before the order is dispatched. Once it has shipped, the return process above will apply.
8. Optional Shipping Protection
If an optional Shipping Protection product is offered during checkout, its price must be displayed separately and you may remove it before placing your order. Contact us if you believe it was added or charged in error. Any optional protection service does not replace or reduce your legal rights if goods are lost, damaged, or not delivered.
9. Contact
For return instructions, refund updates, or questions about this policy, email contact@buylushe.store