Refund policy

Eligibility for Returns:

Items must be returned within 7 days of the purchase date.
Items must be unused, in their original packaging, and in the same condition that you received them.

Non-Returnable Items:

Return Process:

To initiate a return, please contact our Customer Service at cs@5luxescents.com with your order number and reason for return.
Once your return is approved, you will receive instructions on how to send your item back to us.

Return Shipping:

Customers are responsible for return shipping costs unless the item is defective or damaged.
We recommend using a trackable shipping service as we cannot guarantee that we will receive your returned item.

Refunds:

Refund Eligibility:

Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Late or Missing Refunds:

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at cs@5luxescents.com.

Exchanges:

Eligibility:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at cs@5luxescents.com.

Exchange Process:

Follow the return process above and specify that you would like an exchange.
Once we receive and inspect the item, we will send out a replacement item at no additional cost.

Contact Information:

For any questions related to returns and refunds, please contact our Customer Service at cs@5luxescents.com or call us at +6012 2008 293.

Thank you for shopping with 5Luxe Scents Co.