Refund policy

Refund, Cancellation & Exchange Policy

1. Check your order at the door

Please check your order when it arrives: the product, the size, the seal and the expiry date. If anything is wrong, damaged or expired, you can refuse it on the spot at no cost to you. If the order is correct and you decide not to take it, only the delivery fee is due.

2. Refund Policy

We offer refunds under the following conditions:

• The wrong product was delivered
• The product is defective or faulty
• The product was damaged during delivery
• The product was tampered with, or arrived expired
• You return an unopened product within 10 days of delivery

If you receive a wrong, damaged, faulty, tampered or expired item and did not notice it at the door, message us on WhatsApp within 48 hours of delivery with your order number and a photo. We will replace it or refund it in full, and collect it free of charge.

For any other reason, you can return an item within 10 days of delivery if it is unopened, its seal and original packaging are intact, and it has been kept away from heat and direct sunlight. We collect the item from your address, and the $5 delivery fee is deducted from your refund.

Approved refunds are processed to the original method of payment:

• Orders paid by card are refunded to the same card. We issue the refund within 5 working days of receiving the returned item; the time it takes to appear on your statement depends on your issuing bank or payment provider.
• Orders paid in cash on delivery are refunded in cash, delivered to you by our courier within 5 working days of receiving the item.

If you prefer, an approved refund can be given as store credit.

Exceptions. Refunds are not available for:

• Products that have been opened, used or unsealed, for hygiene and safety reasons, unless they are faulty
• Products showing signs of use, damage or heat exposure
• Sets and bundles that are returned incomplete; they must be returned complete, including any free gift that came with them

Products we source for you on request follow the same rules.

3. Cancellation Policy

Orders may be cancelled free of charge at any time before they are dispatched. Cancellation requests must be submitted on WhatsApp at +961 76 370 078 or by email at info@luxepharm.co, with your order number. If the order was paid by card, the amount paid is refunded in full to the same card.

Once an order has been dispatched it can no longer be cancelled. You may still decline it at the door: if the order is correct, only the delivery fee is due.

4. Exchange Policy

We offer exchanges under the following conditions:

• The wrong product was delivered
• The product is defective, damaged or expired
• The item does not match the description

Requests for exchange must be made within 48 hours of delivery, on WhatsApp with a photo. We deliver the replacement and collect the original item free of charge.

An unopened item returned within 10 days under section 2 can be refunded as store credit to use towards another product.

Exclusions: products that have been opened, used or unsealed (unless faulty), and incomplete sets.

5. General Conditions

• We collect returned items from your address. The $5 delivery fee is deducted from the refund unless the return is due to our error.
• We inspect every returned item before approving a refund or exchange. Items that do not meet the conditions above are not accepted and will be sent back to you.
• This policy is provided to clearly inform customers of their rights and responsibilities prior to purchase.

6. Contact

For any refund, cancellation, or exchange requests, please contact us on WhatsApp at +961 76 370 078 or at info@luxepharm.co.