✦ return policy ✦
we believe in the quality of what we create — every drop, every detail, every ritual. but if something isn’t quite right, here’s how we handle returns:
unopened products
you may return unopened items in their original condition within 14 days of delivery for a full refund, excluding shipping costs. all packaging must be intact and unused.
opened or used products
due to the nature of skincare and beauty products, we cannot accept returns on any items that have been opened, used, or tampered with. this is to ensure the highest standard of hygiene and product integrity for all clients.
damaged or incorrect items
if your order arrives damaged or you receive the wrong item, please contact us within 72 hours of delivery. we’ll make it right — whether that means a replacement or a refund. photographic proof may be required.
return process
to initiate a return, email help@luxael.co with your order number and reason for return. if eligible, we’ll provide return instructions. return shipping is the responsibility of the customer unless the return is due to an error or damage on our part.
non-returnable items
opened skincare or beauty products
gift cards or promotional items
limited edition or final sale products
refund timing
approved refunds will be processed within 5–7 business days after we receive and inspect your return. funds may take additional time to appear on your statement depending on your payment provider.
—
questions?
our team is here to help — reach out to help@luxael.co, or text us at (305)-647-7679
own your aura.