Refund and Cancellation Policy
At Lua Cosmetics, customer satisfaction is our top priority. Please read our Refund and Cancellation Policy carefully before placing your order.
1. Cancellation Policy
- Orders can only be cancelled within 2 hours of placing the order.
- To request a cancellation, please email us at admin@luacosmetics.com with your order number and reason for cancellation.
- Once your order is processed or shipped, we will not be able to cancel or modify it.
2. Refund & Replacement Policy
We accept returns and offer replacements only under the following condition:
Product Damaged or Defective
- If you receive a product that is damaged or defective due to our error, please notify us within 48 hours of delivery.
- Send us clear photos/videos of the damaged item along with your order number to admin@luacosmetics.com.
- After verification, we may offer a replacement or refund, depending on product availability and our discretion.
Note: We do not accept returns or issue refunds for reasons like change of mind, dislike of texture/fragrance, or personal skin reactions. Please read product details carefully before ordering.
3. Return Process
- If eligible, we will guide you through the return process.
- Returned items must be unused, sealed, and in their original packaging.
- Any shipping costs for returns (unless otherwise specified) must be borne by the customer.
4. Refund Timeline
- Approved refunds will be processed to your original payment method within 7–10 business days.
- In case of delay, please contact your bank or payment provider first.
- For any queries, please contact our support team at:
- admin@luacosmetics.com
- 8438961885
Thank you for choosing Lua Cosmetics!