Effective Date: 2-23-2025
At Lutrawell, we want you to be completely satisfied with your purchase. If you are not, we’re here to help. Please review our Return and Refund Policy below.
1. Eligibility for Returns
We accept returns under the following conditions:
- Items must be returned within 14 days of receiving your order.
- Items must be in new and unused condition, in their original packaging, with all tags and labels attached.
- Items that are damaged, used, or not in their original packaging will not be eligible for return.
Non-Returnable Items:
For hygiene reasons, certain products (e.g., opened beauty products) cannot be returned. Items marked as “Final Sale” are also non-returnable.
2. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact us at info@lustrawell.store with your order details, reason for the return, and any supporting photos if applicable.
- Our team will review your request and provide return instructions, including the return address.
- Ship the item(s) back to us using a trackable shipping method.
Return Shipping Costs:
- If the return is due to an error on our part (e.g., wrong item sent, defective product), we will cover the return shipping costs.
- For all other returns, the customer is responsible for return shipping costs.
3. Refund Process
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved Refunds: Refunds will be processed to your original payment method within 5-10 business days after approval.
- Rejected Refunds: If the item does not meet our return criteria, it will be sent back to you at your expense.
4. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order for the desired item.
5. Damaged or Defective Items
If your order arrives damaged or defective:
- Contact us within 48 hours of receiving the item at info@lustrawell.store with your order number and photos of the damaged or defective product.
- We will review your request and offer a replacement or refund, depending on availability.
6. Cancellations
Orders can be canceled if the cancellation request is received before the order is processed. Once the order is shipped, it cannot be canceled.
7. Contact Us
If you have any questions about our Return and Refund Policy, please don’t hesitate to reach out:
Email: info@lustrawell.store
Phone: +4478635197