At Luxelook.ae, customer satisfaction is important to us. This Return and Refund Policy explains the conditions under which products purchased through our platform may be returned, exchanged, or refunded.

Return Eligibility

Customers may request a return within five (5) calendar days from the date the order is delivered. Return requests submitted after this period may not be accepted. To qualify for a return, the product must remain in its original purchase condition.

Condition of Returned Items

All returned products must be unused, unopened, and in resalable condition. Product packaging must be intact, unaltered, and free from damage or markings. For hygiene and safety reasons, any cosmetic product that has been opened, tested, or tampered with will not be eligible for return. A valid proof of purchase, such as an order confirmation or tax invoice, must accompany all return requests.

How to Request a Return

To initiate a return, customers must contact our customer support team within the eligible return period. Return requests can be submitted via email at returns@[yourdomain].com or through our official WhatsApp support channel. Once your request is reviewed and approved, our team will provide clear instructions on the return process.

Return Collection and Shipping

After receiving return authorization, the product must be securely packaged in its original packaging. Our designated courier partner will arrange collection from the address provided by the customer. Items returned without prior authorization may not be accepted.

Refund Process

Once the returned item is received, it will be inspected to ensure it meets the return conditions. If the return is approved, the refund will be processed either to the original payment method or as store credit, depending on the customer’s preference and eligibility. Refund processing times may vary depending on the payment provider and financial institution policies.

Exchanges

If you wish to exchange a product for the same item, you may request an exchange within the same five (5) day return period. Exchanges are subject to product availability and must meet the same return conditions as outlined above. If the requested replacement item is unavailable, a refund or store credit may be offered instead.

Non-Returnable Items

For health and hygiene reasons, certain items may not be eligible for return, including but not limited to opened cosmetic products, used items, promotional items, or products marked as final sale. These exclusions will be clearly communicated at the time of purchase where applicable.

Damaged or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please notify us as soon as possible after delivery. We will review the issue and arrange a replacement or refund in accordance with this policy.

Policy Updates

We reserve the right to update or amend this Return and Refund Policy at any time. Any changes will be published on our website and will apply to orders placed after the updated effective date.

Contact Us

For any questions regarding returns, refunds, or exchanges, please contact our customer support team:

Email: returns@[yourdomain].com
WhatsApp Support: [Your WhatsApp Number]

Thank you for shopping with [Your Brand Name]. We appreciate your trust and are committed to delivering quality products and excellent customer service.