Refund policy
Refund & Return Policy — LuxePetalry
30-Day Return Window
You have 30 days from the date you receive your item to request a return.
Eligibility
To be eligible, the item must be in the same condition you received it: unused, unworn, unwashed, with all tags, and in the original packaging (including accessories, manuals, and protective materials). You’ll need the receipt or proof of purchase.
How to Start a Return
Email us at LuxePetalry@gmail.com with your order number, the item(s) you want to return, and the reason.
If your return is approved, we’ll send you a Return Merchandise Authorization (RMA), a return shipping label (where applicable), and the return address.
Items sent back without an approved RMA will not be accepted.
Damages, Defects, or Wrong Item
Please inspect your order upon delivery and contact us within 7 days if any item is defective, damaged, or incorrect. Include photos or video of the issue and the shipping box.
If confirmed, we’ll replace the item or refund you (your choice), and provide a prepaid label if a return is required.
Hygiene & Safety — Non-Returnable Items
For hygiene and safety, opened/used personal-care items and any item that touches the skin or face cannot be returned.
- Items that touch the skin or face directly (e.g., face wash sponges, cleansing pads/brushes, reusable masks, facial cups, extractors, derma rollers, massage tools).
- Personal care/beauty products that have been opened, used, or had seals broken.
- Custom or personalized items.
- Hazardous materials, flammable liquids, or gases.
- Gift cards and sale/clearance items.
We cannot accept returns that show signs of use (residue, odors, scratches) or are missing parts/packaging. If an item is returned ineligible, it will be returned to you and no refund will be issued.
Exchanges
The fastest way to get what you want is to return the item (once approved) and then place a new order for the replacement.
European Union — 14-Day Cooling-Off Period
If your order ships into the EU, you have the right to cancel or return within 14 days for any reason. Items must be unused, with tags, and in original packaging, with proof of purchase.
International Returns (Outside the U.S. & Canada)
For returns shipped from outside the U.S. & Canada, an RMA is still required. If the return is not due to defect or our error, the customer must arrange and pay for a trackable return shipping service to the address provided with the RMA.
Please declare the parcel as “Return — No Commercial Value” and include the RMA number on the label to avoid additional customs charges. Any duties/taxes paid to your local customs are not refundable by us (you may check with your local customs office about reclaim options).
We are not responsible for customs charges on returned parcels or for returns rejected/abandoned by customs due to unpaid fees or incorrect declarations. Refunds are processed only after the return is received and inspected.
Refunds
Once we receive and inspect your return, we’ll notify you of approval or denial.
Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund.
If it’s been more than 15 business days since approval, please contact us at LuxePetalry@gmail.com.
Return Shipping Costs
If the item is defective, damaged, or we sent the wrong item, we cover return shipping. For all other returns (e.g., change of mind, size/color preference), the customer is responsible for return shipping costs.
Contact
Email: LuxePetalry@gmail.com
(We’ll provide the correct return address with your RMA.)