Refunds and Return Policy

Last updated: 1st August 2026

This Policy explains the circumstances in which an Order can be cancelled or Products returned, as well as when you may qualify for a refund, replacement, reshipment, exchange, price reduction or store credit.

Please review this Policy before making a purchase, together with our Terms and Conditions and Shipping Policy.

Nothing in this Policy restricts rights or remedies that applicable law does not permit us to exclude. Where mandatory law provides stronger protection, those legal protections take priority.

1. About This Policy

Throughout this Policy, “we”, “us”, “our” and “Company” mean LUSHFILLS.

Manufacturers, suppliers, fulfilment providers, carriers and payment providers are independent parties whose services may be used to fulfil Orders or assist with the investigation of Claims.

This Policy covers purchases made directly through:

lushfills.com.
An official invoice or payment request issued by LUSHFILLS.
An authorised representative acting for us.
Another sales channel expressly operated by us.

If you purchased from an independent clinic, reseller, marketplace seller or another third party, you should contact the seller from whom you purchased.

This does not affect separate Product-safety, recall or mandatory legal obligations that may apply to us.

Where this Policy conflicts with another contractual document, the priority rules contained in our Terms and Conditionsapply. General exclusions cannot override an expressly agreed delivery guarantee or tax-inclusive shipping commitment.

2. Definitions

For purposes of this Policy:

Buyer, you or your: The individual or legal entity purchasing Products from us. Anyone acting for the purchaser must have authority to do so.

Business Buyer: A Buyer purchasing in connection with their trade, profession or business.

Consumer: An individual purchasing outside their trade, profession or business where applicable law recognises them as a consumer.

Products: Goods supplied under the relevant Order, including promotional items expressly agreed as part of that Order.

Order: Your request to purchase Products. Contract formation is governed by our Terms and Conditions.

Dispatch: Physical handover of Products to a carrier or their entry into onward transportation. Preparing an Order internally, generating a shipping label or changing an Order status does not by itself constitute Dispatch.

Delivery: Physical receipt of Products by you or a recipient designated by you, subject to applicable legal requirements. Carrier records may provide evidence of Delivery but are not necessarily conclusive where receipt is genuinely disputed.

Claim: A request concerning cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit or another Order-related issue.

Return Authorisation: Written return instructions identifying the relevant Products and appropriate return destination.

Original Payment Method: The payment channel through which the relevant payment was originally received.

Business Day: Monday through Friday, excluding public holidays affecting the relevant processing office or financial institution. Statutory deadlines measured in calendar days remain unaffected.

A transaction is not automatically classified as a business purchase simply because a Product is described as being for “professional use”. Buyer status depends upon the actual circumstances and applicable law.

3. Main Reporting and Processing Timeframes

Unless mandatory law provides a different or longer period, the following timeframes generally apply:

Situation	Applicable timeframe
Cancellation of a standard Order	Contact us immediately, preferably before Dispatch
Incorrect, missing or visibly damaged Products	Report within 14 calendar days after Delivery
Hidden defect	Report promptly after discovery. Business Buyers should normally report within 14 calendar days after discovery unless another binding period applies
Voluntary change-of-mind return — eligible general cosmetics and skincare only	Request within 30 calendar days after Delivery. Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products are excluded even when unopened
Eligible EU Consumer withdrawal	Generally notify us within 14 calendar days after receipt, as explained in Section 12
Dispatch of an approved voluntary return	Normally within 14 calendar days after Return Authorisation
Claim acknowledgement or initial review	Normally within 5–7 Business Days after receiving the Claim
Ordinary approved refund	Normally initiated within 5–10 Business Days after approval, unless an earlier statutory deadline applies

The commercial 14-day reporting periods do not eliminate valid statutory Claims, including those concerning hidden defects.

Potential safety concerns should be reported immediately.

Our internal review, investigation or approval procedures do not extend any mandatory deadline for providing a refund or other remedy.

4. Buyer Responsibility for Local Regulations

Before ordering, you are responsible for checking whether the specific Products may legally be purchased, imported, possessed and used in the destination country.

You must obtain licences, prescriptions, import permits or other permissions where these are legally your responsibility.

A Product appearing on lushfills.com, availability of a shipping option, successful payment or acceptance of an Order does not constitute confirmation that the Product has regulatory approval in your jurisdiction.

Where an Order is affected because of missing permissions, inaccurate information or failure to satisfy a requirement applicable to you:

We will consider the circumstances and available supporting evidence.
Fulfilment may be suspended while the matter is clarified.
We may cancel the Order where lawful fulfilment cannot be established.
Reasonable and documented costs directly resulting from your failure may be recovered or deducted only where permitted by the Contract and applicable law.
Any refund, return or reshipment will be assessed according to the shipping service purchased, commitments expressly made for the Order and applicable law.

An all-inclusive shipping option covers only the services and charges expressly included in that service. It does not itself provide regulatory permission to import a restricted Product.

Nothing in this section transfers our own legal obligations to the Buyer or excludes responsibility for our breach.

5. How to Submit a Claim

Claims can be submitted through:

Email: info@lushfills.com
Phone / WhatsApp: +372 5360 2282

Please provide information relevant to your Claim, including where applicable:

Order number and purchaser's name.
Product name and affected quantity.
A clear explanation of the problem.
Delivery date or the date the issue was discovered.
Photographs of the Product, packaging and shipping label.
Batch or lot information and expiry date.
Relevant payment, carrier or customs correspondence.
Your preferred resolution.

Additional information will only be requested where reasonably necessary.

You may notify us of a Claim before every supporting document is available. The initial notification should be submitted promptly, with further evidence supplied where reasonably requested.

If another person submits a Claim for you, we may verify that person's authority before providing information or arranging reimbursement.

6. Inspection, Evidence and Product Preservation

Inspection After Delivery

Please inspect your shipment promptly and check for:

Incorrect or missing Products.
Quantity differences.
Leakage, breakage, punctures or crushing.
Broken seals or signs of tampering.
Incorrect batch or expiry information.
Any other concern affecting Product identity or condition.

Before reporting smaller items as missing, check internal cartons, protective pouches, insulation and other packing materials.

Some Orders may arrive through separate consignments.

Supporting Evidence

A continuous unboxing video is strongly recommended, particularly for Claims involving quantity discrepancies, hidden damage or suspected tampering.

However, an unboxing video is not automatically required in order to qualify for a remedy.

Photographs, parcel weights, packing records, correspondence and other relevant evidence may also be considered.

We may examine our own records and consult appropriate suppliers, carriers or qualified specialists.

No individual piece of evidence—including a carrier scan or packing video—is automatically decisive.

Evidence should be genuine and must not be altered in a way that misrepresents the Claim. Irrelevant personal information may be redacted.

Preservation and Safety

Keep affected Products and reasonably relevant packaging until we provide instructions or the Claim has been resolved.

Where you suspect that a Product is damaged, contaminated, defective or otherwise compromised:

Stop using or distributing it.
Separate it from usable inventory.
Continue following its labelled storage requirements.
Do not further open, alter, relabel or resell it.
Contact us for further instructions.

Any urgent safety or legal requirement should be followed without waiting for our approval.

Where disposal becomes necessary, retain photographs and other evidence where doing so is reasonably safe and practical.

Using a Product before discovering a hidden defect does not automatically invalidate a Claim.

7. Cancellation Before Dispatch

You may request cancellation of a standard Order before Dispatch.

Please provide:

Your Order number.
Purchaser's name.
Email address associated with the Order.
A clear statement requesting cancellation.

We will make reasonable efforts to stop fulfilment.

A standard commercial cancellation becomes confirmed when we notify you in writing.

Orders may enter transportation quickly even where tracking information has not yet updated. If cancellation cannot be completed because the shipment has already entered onward transportation, we will explain this.

If the entire Order is successfully cancelled before Dispatch, we will refund:

The amount paid for the cancelled Products.
Taxes collected on those Products.
Shipping charges relating to the shipment that will no longer take place.

For partial cancellations, we will refund the cancelled Products together with shipping or other charges that are no longer payable.

A valid statutory withdrawal does not depend on our discretionary approval. Consumer withdrawal rights are addressed separately in Section 12.

8. Cancellation After Dispatch and Special Orders

Once Products have been Dispatched, ordinary pre-Dispatch cancellation is no longer available.

Any available remedy will instead be considered under the provisions concerning:

Statutory withdrawal.
Voluntary returns.
Incorrect, damaged or defective Products.
Failed Delivery.
Applicable shipping guarantees.

Simply refusing a parcel or failing to collect it does not automatically communicate a valid cancellation or withdrawal.

You should contact us directly and clearly state your intention.

Special and Business Orders

Separate cancellation conditions may apply to customised manufacturing, dedicated procurement or another expressly agreed business arrangement.

Any special conditions must be disclosed and agreed before the Buyer becomes committed to the purchase.

Merely reserving standard inventory, obtaining ordinary Products from a supplier, preparing packaging or processing a large Order does not automatically remove a Consumer's statutory withdrawal rights.

An exception concerning personalised or made-to-specification goods applies only when its legal requirements are satisfied.

9. Order Changes and Cancellation by LUSHFILLS

Before Dispatch, you may request changes to Product selection, quantity, recipient information, delivery address or shipping method.

Whether a requested amendment can be completed depends upon:

Stock availability.
Operational feasibility.
Regulatory requirements.
Necessary pricing or shipping adjustments.
Our written confirmation.

If the requested change cannot be completed, we will explain the available alternatives.

Until an amendment or cancellation is confirmed, the original Order remains in place, subject to applicable statutory rights.

We may decline an Order before acceptance or cancel an accepted Order where permitted under the Contract or applicable law, including where:

Required payment or eligibility checks cannot be completed.
Lawful supply cannot be established.
Fraud or unauthorised payment is reasonably suspected.
Fulfilment becomes impossible.
Another valid contractual or legal cancellation ground applies.

A pricing mistake or general operational preference does not automatically give us the right to cancel an already binding Contract.

Where we cancel an Order, we will refund amounts due for the cancelled Products and services that will not be provided.

Funds affected by binding legal, regulatory or banking restrictions will be handled according to those requirements.

10. Incorrect Products, Missing Items and Damage

Incorrect Products

If we supply a Product that materially differs from the accepted Order, please notify us promptly and retain the Product while the matter is investigated.

Where our error is confirmed, an appropriate remedy will be arranged. Depending on the circumstances, this may include providing the correct Product, replacement or refund.

We will cover reasonable necessary return and replacement shipping costs resulting from our confirmed mistake.

Customer Ordering Errors

Ordering an incorrect Product, strength, variation, pack size or quantity does not constitute a fulfilment error by LUSHFILLS.

Before Dispatch, we will determine whether the mistake can still be corrected.

After Dispatch, any return will be assessed under the voluntary-return or statutory-withdrawal provisions.

Missing Products

Check all packaging and information concerning separate shipments before reporting an item as missing.

Where a paid Product was omitted, we will arrange delivery of the missing quantity or another appropriate remedy, including a refund where applicable.

You will not be charged additional shipping to correct an omission confirmed to be our responsibility.

Promotional Products

A promotional Product expressly included in an accepted Order forms part of our commitment.

Where such a Product is omitted, we will provide it or agree an appropriate alternative resolution.

A complimentary item does not automatically have an independent cash-refund value.

Discretionary extras that were not expressly promised are not guaranteed.

Damaged Products

Please report damaged Products promptly and avoid using them.

Minor damage to the outer shipping carton does not necessarily mean that the Product itself is defective.

Assessment may consider seal integrity, primary packaging, labelling, safety, contractual presentation and intended use.

Where damage is our responsibility, we will provide the appropriate remedy and cover reasonable necessary return and replacement shipping costs.

11. Defective Products, Performance Concerns and Recalls

A Product may be considered non-conforming where it:

Does not correspond with its contractual description.
Fails to satisfy an agreed specification.
Contains a manufacturing defect.
Has compromised packaging affecting safety or integrity.
Raises a substantiated authenticity concern.
Otherwise fails applicable legal conformity requirements.

Hidden defects should be reported promptly after discovery.

A reporting period applying to visible damage does not eliminate valid Claims concerning hidden defects.

We may request relevant information concerning storage, handling or use and may seek assessment from a manufacturer or independent technical specialist.

Manufacturer approval is not required before you can exercise rights you hold against us.

Performance and Treatment Outcomes

An unexpected treatment result does not by itself establish that a Product was defective.

Likewise, an unexpected result does not automatically prove user error.

We will assess the available evidence, including relevant Product, storage, handling and professional-use information.

A Claim will not be rejected solely because the concern became apparent after use or because the Product had to be opened before the issue could reasonably be identified.

Available Remedies

Depending on the circumstances and applicable law, available remedies may include:

Replacement.
Repair where suitable for the Product.
A proportionate reduction in price.
Refund.
Another agreed and lawful remedy.

Where applicable law provides a particular choice or order of remedies, that requirement will apply.

Where legally required, a remedy must be provided without charge, within a reasonable period and without significant inconvenience.

For qualifying EU Consumer purchases, the legal guarantee is generally at least two years, although applicable national law may provide longer protection.

This does not extend the Product's expiry date or guarantee suitability beyond its intended shelf life.

Safety Concerns and Recalls

Potential Product-safety issues should be reported promptly.

Avoid sending identifiable patient information unless necessary and through an agreed secure channel.

We will cooperate with applicable safety investigations and Product recalls.

Business Buyers must maintain traceability records where legally required and comply with relevant corrective-action instructions.

12. Statutory Consumer Withdrawal

This section applies where a transaction qualifies for a statutory withdrawal right.

It does not make restricted Products available to purchasers who are not legally eligible to obtain them.

Eligible EU Distance Purchases

For qualifying EU Consumer purchases, you generally have 14 calendar days to notify us that you wish to withdraw from the Contract without providing a reason.

The withdrawal period ordinarily begins on the day after you or your designated recipient physically receives the Products.

Where multiple goods ordered together are delivered separately, the applicable period generally begins after receipt of the final item.

You may also notify us of withdrawal before Delivery.

Send a clear withdrawal statement using the contact details provided in this Policy.

The model form included in Appendix A may be used, but it is optional.

Our approval or Return Authorisation is not necessary for a valid statutory withdrawal notification.

Returning Products

Unless we arrange collection, Products should be returned within 14 calendar days after notifying us of withdrawal.

Our administrative procedures must not interfere with the valid exercise of your statutory rights.

You are responsible for direct return costs only where this responsibility was properly disclosed before purchase and applicable law permits it.

We will bear return costs where required by law or expressly agreed.

Withdrawal Refunds

Following a valid withdrawal, amounts legally due will be reimbursed without undue delay and generally within 14 calendar days after receiving your withdrawal notification.

For withdrawal from an entire eligible Order, reimbursement includes the cost of our least expensive standard outbound delivery option.

Where you expressly selected a more expensive premium shipping service, the additional cost does not have to be refunded where applicable law permits its exclusion.

Unless we have agreed to collect the Products, reimbursement may be withheld until the Products are received or you provide evidence that they have been returned, whichever occurs first.

Refunds will be issued using the Original Payment Method unless you expressly agree otherwise, and no refund fee will be charged.

A lawful deduction may apply where Product value has been reduced through handling beyond what was reasonably necessary to establish its nature, characteristics and functioning.

Any deduction must be supported and explained.

Exceptions

Statutory withdrawal exceptions apply only when their legal conditions have been satisfied.

Examples may include:

Sealed Products unsuitable for return for health-protection or hygiene reasons after being unsealed.
Products that deteriorate or expire rapidly.
Products made according to the Consumer's specifications or clearly personalised.

Describing a Product as professional, medical, injectable or temperature-sensitive does not automatically establish a statutory exception.

Other jurisdictions may provide different withdrawal rights. Any mandatory protections applicable to the transaction remain available.

13. Voluntary 30-Day Returns — General Cosmetics and Skincare

In addition to mandatory legal rights, LUSHFILLS offers a 30-calendar-day period after Delivery in which you may request a voluntary return of eligible general cosmetics and non-injectable skincare Products.

Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products are excluded from voluntary change-of-mind returns, even where they remain unopened, unused or sealed.

The voluntary-return programme covers eligible change-of-mind requests and customer ordering errors.

It is separate from statutory withdrawal rights and remedies concerning defective Products.

To qualify, the Product must generally be:

Unopened, unused and unaltered.
Undamaged and uncontaminated.
In its original packaging with intact seals.
Within its expiry period.
Properly stored following Delivery.
Suitable for lawful return and resale.

Unless another arrangement is agreed, an approved voluntary return should normally be dispatched within 14 calendar days after authorisation.

The Buyer is responsible for disclosed reasonable costs associated with a voluntary return, including return transportation and applicable customs charges.

Optional return-shipment insurance remains the Buyer's choice.

Original outbound shipping charges are not refunded for voluntary change-of-mind returns unless we agree otherwise or applicable law requires reimbursement.

Any applicable return cost or deduction will be explained. No undisclosed restocking fee will be charged.

14. Products Excluded from Voluntary Returns

Our voluntary-return programme is restricted to eligible general cosmetics and non-injectable skincare Products.

It does not apply to:

Botulinum toxin products.
Dermal fillers.
Other injectable Products, including injectable skin boosters.
Sterile professional-use Products.

These exclusions remain applicable even if the Product is unopened, unused or sealed.

Within otherwise eligible cosmetic and skincare categories, voluntary returns will generally not be accepted for Products that are:

Opened, used, punctured or modified.
Missing intact security seals or sterile barriers.
Mixed, diluted or reconstituted.
Contaminated or damaged.
Altered in relation to labels or batch details.
Stored outside required conditions after Delivery.
Personalised or specially manufactured.
Specifically excluded from the voluntary-return programme before purchase.

Temperature-sensitive Products may also be excluded where their storage history or integrity cannot reasonably be verified.

The professional-use Products expressly excluded above are not eligible for voluntary returns.

For otherwise eligible Products, a voluntary return may also be declined where safety, traceability or lawful resale cannot be established.

These restrictions apply only to voluntary returns.

They do not remove applicable statutory withdrawal rights or remedies concerning incorrect, damaged or non-conforming Products.

15. Shelf Life and Expiry

Unless another shelf life has been disclosed and agreed before purchase, our commercial standard is to supply Products with more than three months of remaining shelf life at Delivery.

This standard does not override:

A longer shelf-life commitment expressly made for the Order.
Product-specific legal requirements.
Applicable conformity obligations.
A particular purpose expressly accepted by us.

If you require a longer shelf life because of bulk purchasing, resale or planned use, request confirmation before ordering.

Where a Product will be supplied with less remaining shelf life than our normal commercial standard, this must be identified and agreed before purchase.

Please notify us promptly if you receive:

An expired Product.
A Product with less remaining shelf life than agreed.
Incorrect or misleading expiry information.

Where a Product complied with the Contract at Delivery, expiry occurring later while the Product remains in your possession does not automatically create an entitlement to a refund.

16. Return Instructions and Inspection

Return instructions will identify the appropriate destination and may include:

Products and quantities that must be returned.
A return reference.
Packaging and storage requirements.
Relevant supporting documentation.
Shipping arrangements.
An applicable Dispatch deadline.

Do not send Products to an office, supplier or warehouse without first confirming the correct destination.

For statutory rights, obtaining administrative return instructions is not a condition for making a valid withdrawal notification or submitting a Claim.

Returns should be packaged appropriately, and evidence of Dispatch should be retained.

Responsibility for loss during return transportation depends upon the return arrangement and applicable law.

For voluntary returns sent using a carrier independently selected by you, transit risk will generally remain with you until the shipment reaches our designated return location.

You are not responsible for damage caused by us after we receive the Products.

Returned Products may be inspected for identity, completeness, condition, seal integrity and compliance with applicable return requirements.

Inspection cannot be used to delay a refund beyond a mandatory statutory deadline.

An otherwise valid statutory remedy will not be rejected solely because an administrative return reference is absent.

17. Refund Amounts and Deductions

Depending on the circumstances, a refund may include:

The amount actually paid for the affected Products.
Refundable taxes collected by us.
Shipping or other charges refundable under the Contract or applicable law.

Discounted Products are refunded based on the amount actually paid.

An issue affecting only part of an Order does not automatically justify reimbursement for unaffected Products.

A broader remedy will nevertheless be provided where required by law or where the issue materially affects the transaction as a whole.

Deductions may only be made where justified under the applicable return category and legally permitted.

Where a deduction applies, we will explain:

Why the deduction is being made.
The amount deducted.
The supporting calculation or evidence.

We will not deduct costs caused by our own error or ordinary inspection costs associated with a valid defect return.

A reduced refund will not be imposed instead of another remedy to which you are legally entitled.

18. Refund Methods and Timing

Refunds will ordinarily be issued through the Original Payment Method.

Where the Original Payment Method is unavailable, another lawful refund method will be arranged following any necessary verification and agreement.

We may request accurate account information and evidence that the intended recipient is entitled to receive the refund.

For ordinary commercial refunds, payment is normally initiated within 5–10 Business Days after approval.

Any earlier deadline required by law takes priority.

The statutory withdrawal timetable in Section 12 cannot be extended through our internal approval, inspection or processing procedures.

The time required for a refund to appear in your account depends partly on your bank or payment provider.

We will provide available payment confirmation and reasonably assist in tracing a delayed or returned refund.

Where incorrect banking information prevents successful payment, we will request corrected details.

An unsuccessful transfer does not itself extinguish an outstanding refund obligation.

Where currency conversion was involved in the original payment, we will refund the amount due in the original transaction currency where reasonably practicable.

Independent exchange-rate movements and bank conversion charges are not ordinarily reimbursed unless required by law or caused by our error.

19. Replacements, Reshipments and Exchanges

A replacement or reshipment may be provided where lawful, available and appropriate.

Where applicable law gives the Buyer a choice of remedy, that choice will be respected subject to lawful limitations.

Where replacement or reshipment is agreed, we will confirm:

Product and quantity.
Any necessary return arrangements.
Expected Dispatch timing.
Applicable shipping arrangements.
Any allocation of costs permitted under the Contract and law.

You will not be charged additional return or replacement shipping where the replacement is required to correct our confirmed error.

A replacement must not materially reduce an express delivery guarantee or tax-inclusive shipping commitment attached to the remedy.

Where an agreed replacement cannot be supplied, we will provide the refund or alternative remedy required by law.

Supplying a different Product or store credit requires your agreement.

Voluntary exchanges are subject to the same Product eligibility conditions and exclusions applicable to voluntary returns under Sections 13 and 14.

For qualifying voluntary exchanges:

Where the replacement Product costs more, the agreed difference must be paid.
Where the replacement Product costs less, the difference will be repaid or issued as store credit if you agree.
Any additional shipping charges must be disclosed and agreed beforehand.

20. Failed Delivery and Customs-Related Claims

If a parcel is lost, returned, rejected by authorities or otherwise cannot be delivered, please contact us with the relevant tracking information and correspondence.

We will assess:

Whether Delivery occurred.
Why Delivery failed.
The shipping service purchased.
Any express delivery guarantee.
Whether either party failed to meet an applicable obligation.
Available carrier, customs and fulfilment evidence.

Where we remain responsible for an undelivered Order, the remedy required by the Contract and applicable law will be provided.

Costs caused by the Buyer may only be recovered where they are justified, documented and legally permitted.

We will not require repeated unsuccessful reshipments where a refund is legally due.

Any proposed reshipment must have a lawful and reasonably viable delivery route.

Carrier investigations do not suspend mandatory deadlines for providing remedies.

21. Store Credit

Store credit may be provided where you agree to receive it or where it is expressly offered as a separate promotional benefit.

We will not require you to accept store credit instead of a monetary refund to which you are legally entitled.

Where store credit is issued, we will disclose:

Its value.
Where it can be redeemed.
Any legally permitted expiry date.
Any applicable redemption restrictions.

Unless otherwise agreed, store credit is non-transferable and cannot be exchanged for cash, subject to mandatory legal rights.

For Orders paid partly using store credit and partly using money, any refund will reflect the relevant original sources of payment.

We will explain how a partial refund has been allocated and will not convert an amount that should be refunded as money into additional store credit without your agreement.

22. Duplicate Orders, Payments and Compensation

Before Dispatch, we will determine whether cancellation remains possible.

A confirmed duplicate payment for the same Order will be refunded unless you expressly agree to another lawful arrangement.

A Buyer cannot receive compensation more than once for the same loss.

Relevant refunds, replacements, insurance payments or payment reversals may therefore be taken into account when determining any remaining remedy.

If an original shipment is later recovered after compensation has been provided, contact us.

Where appropriate, we will arrange return at our expense or agree another reasonable solution.

We will not require you to withdraw a lawful payment dispute simply as a condition for assessing your Claim.

23. Claim Review and Decisions

We normally acknowledge or begin assessing a Claim within 5–7 Business Days after receipt.

More complicated matters may require additional investigation.

Where appropriate, we will provide reasonable updates and explain significant delays.

If information necessary to assess the Claim is missing, we may request it and provide a reasonable period for response.

Ordinarily, a Claim may be marked administratively inactive after 14 calendar days without a response.

Administrative closure does not extinguish a valid legal right.

Where appropriate and within applicable legal periods, subsequently provided information can still be reviewed.

Internal processing targets and investigations do not extend mandatory deadlines.

Only an authorised representative may approve a discretionary refund, replacement, exchange or voluntary return arrangement.

An automated acknowledgement does not constitute approval.

This does not make statutory rights dependent upon our discretionary authorisation.

Where a Claim is declined or reduced, we will explain the principal reasons.

You may request a further review and provide additional supporting evidence.

Suspected dishonesty will be assessed according to the evidence available.

A Claim will not automatically be considered fraudulent simply because it is disputed or insufficiently documented.

24. Changes to This Policy

The version of this Policy available when your Order was placed governs that Order unless an amendment is required by law or expressly agreed with you.

Future revisions will display an updated publication date and apply to future transactions.

Updates will not retrospectively remove rights already agreed.

This Policy operates together with our Terms and Conditions, Shipping Policy and any expressly agreed Order-specific terms.

25. Contact Us

LUSHFILLS

Email: info@lushfills.com
Phone / WhatsApp: +372 5360 2282

Please include your Order number where relevant.

Our business address is not automatically the authorised return address. Contact us before sending Products back so that we can provide the correct return destination.

Appendix A — Model Consumer Withdrawal Template

Complete and send this template only if you wish to withdraw from an eligible Consumer distance Contract.

You may instead provide another clear statement communicating your decision to withdraw.

Email: info@lushfills.com

I/we hereby give notice that I/we withdraw from my/our Contract for the purchase of the following Products:

Order number:
Products:
Order date:
Date received:
Consumer name:
Consumer address:
Consumer email:
Date of this notice:
Signature (only if submitted on paper):

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