Refund and Return Policy

Lustrella
Website: www.lustrellashop.com
Email organicbeauty.organichealth@gmail.com
Effective Date: August 27, 2026
Last Updated: August 27, 2026

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At Lustrella, your satisfaction is our priority. We want you to love every product you receive. If something isn't right, we're here to make it right — fairly, quickly, and without unnecessary hassle.

Please read this policy carefully before placing your order. By purchasing from www.lustrellashop.com, you agree to the terms outlined below.

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## 1. Our Return Window

We accept return requests within **14 days of the date you receive your order.** This is the standard return window required by our fulfillment partners on the Modalyst platform.

Return requests submitted after 14 days of confirmed delivery will not be eligible for a refund or exchange, except in cases of verified product defects or damage (see Section 4).

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## 2. Eligibility for Returns

To qualify for a return, your item must meet **all** of the following conditions:

- ✅ Returned within **14 days** of the delivery date
- ✅ In its **original, unused condition** — not opened, tested, or applied to the skin
- ✅ In its **original packaging**, including all boxes, pouches, accessories, and inserts
- ✅ With all **original tags and labels** still attached and intact
- ✅ Free from **damage, odors, stains, or signs of use**
 

⚠️ **Important — Skincare & Hygiene Products:** Because we sell facial skincare tools and beauty devices that come into direct contact with the skin, we are **unable to accept returns on items that have been opened, used, or removed from their original sealed packaging.** This policy exists strictly for the health, safety, and hygiene of all our customers. Please review product details carefully before purchasing.

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## 3. Non-Returnable Items

The following items are **not eligible for return or refund** under any circumstances:

- Products that have been opened, used, or applied to the skin
- Products returned without original packaging or with missing accessories
- Products returned after the 14-day return window has passed
- Items purchased during final sale or clearly marked as non-returnable
- Gift cards and store credits
- Items damaged due to misuse, improper care, or accidents after delivery

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## 4. Damaged, Defective, or Incorrect Items

If you receive an item that is **damaged, defective, or not what you ordered**, we sincerely apologize and will resolve the issue as a priority.

Please contact us within **48 hours of delivery** at **organicbeauty.organichealth@gmail.com** with the following:

1. Your order number
2. A clear description of the issue
3. Photographs of the damaged or defective item and its packaging

Once we review your claim, we will offer one of the following resolutions at no cost to you:

- A **full replacement** of the item shipped to you free of charge
- A **full refund** to your original payment method
 

📸 **Please do not discard the packaging or the item** until your claim has been reviewed — this may be required for our fulfillment partner's damage assessment process.

Damage or defect claims submitted more than 48 hours after delivery may not be eligible for resolution. We strongly encourage you to inspect your order as soon as it arrives.

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## 5. How to Request a Return

If your item meets the eligibility requirements in Section 2, follow these steps to initiate your return:

**Step 1 — Contact Us**
Email us at **organicbeauty.organichealth@gmail.com** with the subject line: *"Return Request — Order #[Your Order Number]"*

Include:
- Your full name
- Your order number
- The item(s) you wish to return
- The reason for your return

**Step 2 — Wait for Approval**
We will review your request and respond within **1–2 business days.** If your return is approved, we will send you the return shipping address provided by our fulfillment partner. **Do not ship your item back before receiving this address** — returns sent to the wrong address cannot be processed.

**Step 3 — Ship the Item Back**
Carefully repackage the item in its original packaging and ship it to the address provided. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit during the return process.

**Step 4 — Receive Your Refund**
Once the item is received and inspected by our fulfillment partner, your refund will be processed within **5–10 business days.**

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## 6. Return Shipping Costs

| Return Reason | Who Pays for Return Shipping |
|---|---|
| Changed your mind / no longer want the item | Customer is responsible |
| Item arrived damaged or defective | Lustrella covers the cost |
| Wrong item received | Lustrella covers the cost |
| Item does not match description | Lustrella covers the cost |
 

For customer-initiated returns (change of mind), you are responsible for the cost of return shipping. We recommend using a trackable shipping service. Lustrella is not responsible for return packages that are lost or damaged in transit.

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## 7. Refunds

Once your returned item has been received and inspected by our fulfillment partner, we will notify you by email of the approval or rejection of your refund.

**If approved**, your refund will be processed and automatically applied to your original payment method within **5–10 business days**, depending on your bank or payment provider:

- **Credit/Debit Card:** 5–10 business days to reflect on your statement
- **PayPal:** 3–5 business days
- **Apple Pay:** 5–10 business days
- **Google Pay:** 5–10 business days
 

Please note that original shipping costs are **non-refundable**, unless the return is due to a defective, damaged, or incorrect item sent by us.

**If your refund has not appeared after 10 business days**, please first check your bank account and contact your card issuer, as processing times can vary. If you still have not received your refund after this, contact us at **organicbeauty.organichealth@gmail.com** and we will investigate immediately.

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## 8. Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please initiate a return for the original item (if eligible) and place a new order for the item you'd like.

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## 9. Order Cancellations

If you need to cancel your order, please contact us **immediately** at **organicbeauty.organichealth@gmail.com.** Because our orders are routed to our fulfillment partners quickly, we can only cancel orders that have not yet entered the fulfillment process.

If your order has already been shipped, it cannot be cancelled. Please wait for delivery and follow the return process outlined in Section 5 if needed.

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## 10. Late or Missing Refunds

If you haven't received your refund within the stated timeframe, please:

1. Check your bank account or PayPal account again
2. Contact your credit card company or bank — it may take additional time before your refund is officially posted
3. If you have done all of the above and still have not received your refund, contact us at **organicbeauty.organichealth@gmail.com** with your order number and we will resolve it promptly

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## 11. International Returns

Customers outside the United States are welcome to request returns under the same 14-day policy. However, please note:

- International return shipping costs are the responsibility of the customer unless the item is damaged, defective, or incorrect
- Customs fees, duties, or taxes paid on delivery are non-refundable
- International return shipping times may be longer — please ensure your item is shipped back within the 14-day window from the date of delivery

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## 12. Contact Us

If you have any questions about your order, a return, or this policy, please don't hesitate to reach out. We aim to respond to all inquiries within **1–2 business days.**

 Lustrella
🌐 Website: www.lustrellashop.com
📧 Email: organicbeauty.organichealth@gmail.com

We're committed to making your Lustrella experience a great one — before, during, and after your purchase.

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*This Refund & Returns Policy was last reviewed and updated on August 27, 2026. Lustrella reserves the right to update this policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. Continued use of our website after changes are posted constitutes your acceptance of the revised policy.*