Last updated: 7 September 2026

These Terms and Conditions govern purchases made through lushfills.com and the use of our website.

Please read these Terms and the applicable supporting policies before placing an Order. Retain a copy for your records.

1. About Us

We are LUSHFILLS.

In these Terms, “we”, “us”, “our” and “Seller” refer to LUSHFILLS.

2. Definitions and Scope

For the purposes of these Terms:

• Buyer, you or your: The individual or legal entity placing an Order. Anyone ordering on behalf of an organisation confirms that they are authorised to act on its behalf.
• Products: The medical aesthetic, beauty, skincare and related goods offered through the website.
• Order: Your request to purchase Products through the website or an invoice issued by us.
• Contract: The agreement formed when we accept your Order under Section 4.
• Business Buyer: A Buyer purchasing for purposes connected with their trade, business or profession.
• Consumer: An individual purchasing outside their trade, business or profession, where recognised as a consumer under applicable law.

These Terms apply together with the following policies made available before purchase:

• Shipping Policy.
• Refund, Return and Replacement Policy.

Our Privacy Policy separately explains how we handle personal information.

If provisions conflict, the following order of priority applies:

1. Mandatory applicable law.
2. Expressly agreed written order-specific terms.
3. These Terms and Conditions.
4. The supporting policies.

An express delivery guarantee or commitment to include duties and taxes cannot be removed by a general exclusion elsewhere in our policies.

Any terms proposed by a Buyer apply only if we expressly accept them in writing.

3. Professional Eligibility and Buyer Compliance

Our website is directed primarily to licensed healthcare professionals, authorised clinics and businesses legally entitled to purchase the relevant Products.

Products restricted to professional use are not offered for unauthorised personal use or self-administration. A training certificate alone does not establish legal authority to purchase, prescribe or administer a regulated Product.

Your responsibilities before ordering

Before placing an Order, you are responsible for checking that the specific Products may lawfully be purchased, imported, possessed and used in your destination country.

If you intend to resell or distribute Products, you must also confirm that those activities are permitted.

Requirements vary by country and Product. Before ordering, you must:

• Check the regulatory status of the specific Product in the destination country.
• Confirm that you are legally eligible to purchase and receive it.
• Obtain any licences, prescriptions, import permits or other authorisations required for your purchase and intended activities.
• Confirm any applicable restrictions on storage, handling, administration, resale or distribution.
• Seek confirmation from the relevant local authority if you are uncertain about a requirement.

By placing an Order, you confirm that:

• You have checked the requirements applicable to the Products ordered.
• You hold the qualifications, licences and permissions required for your purchase and intended activities.
• All information and documents you provide are accurate, complete and current.
• You will comply with the legal requirements that apply to your activities.
• You will promptly inform us of any restriction or change that could affect lawful fulfilment.

Product availability and eligibility checks

A Product listing, an available shipping option, successful payment or acceptance of an Order does not constitute confirmation of local regulatory approval or permission to import or use a Product.

Approval or availability in one country does not establish approval in another.

We may request professional registration, business information, import permissions or other supporting documents. Any checks we perform do not replace your obligation to establish and comply with the requirements that apply to you.

Where verification or a prescription is legally required for us to supply a Product, the Order will not proceed without the required checks.

We may suspend, decline or cancel an Order where:

• Eligibility cannot be established.
• Required documentation is unavailable.
• Information is inaccurate or misleading.
• Lawful supply cannot be confirmed.

Where your failure to meet an applicable requirement causes a delay, refusal, return or other loss, you are responsible, to the extent permitted by law, for reasonable, documented costs directly resulting from that failure.

Any refund or replacement will be assessed under the applicable policies, the shipping commitments made for your Order and mandatory law.

Nothing in this section transfers to you an obligation legally imposed on us or excludes responsibility for our own breach.

Where an unrestricted Product is lawfully sold to a Consumer, applicable consumer protections remain available. A declaration that a purchase is “professional” does not override the Buyer’s legal status.

4. Orders and Contract Formation

Product listings invite you to place an Order; they do not constitute an unconditional commitment to supply.

The ordering process is as follows:

• Submitting an Order constitutes your offer to purchase under these Terms.
• An automated acknowledgement confirms receipt of your Order and does not, by itself, constitute acceptance.
• We accept an Order when we expressly confirm acceptance in writing or dispatch the Products, whichever occurs first.
• Required eligibility and regulatory checks must be completed before supply.

Before acceptance, we may decline an Order because of stock availability, payment issues, material listing errors, delivery restrictions or regulatory requirements.

If payment has been received for an Order we decline, we will refund it.

If a Product is unavailable, we will explain the available options. We will not substitute a different Product or materially different specification without your agreement.

Please review your Order carefully and contact us promptly if any details require correction.

5. Product Information and Availability

We aim to provide accurate descriptions, quantities, specifications and prices.

Products supplied must correspond with the description and any specifications agreed when the Contract is formed.

Please note:

• Packaging, labelling and presentation may vary between markets or following manufacturer updates.
• Variations must not materially change the agreed Product or compromise required labelling, conformity or safety information.
• Relevant information about a market-specific version or reduced shelf life will be disclosed before purchase.
• Photographs are illustrative; written specifications and expressly agreed details form part of the Product description.
• Product availability may change before an Order is accepted.

Regulatory status is specific to the Product and destination. We will not knowingly fulfil an Order where supply would be unlawful.

These Terms do not authorise the supply of unapproved or restricted Products contrary to applicable law.

6. Prices and Charges

Prices are stated in the currency displayed on the website or specified in your quotation or invoice.

Before you submit your Order, we will disclose:

• The Product price.
• Shipping charges.
• Taxes collected by us.
• Any additional charges payable to us.

Where a charge cannot reasonably be calculated in advance, its basis will be explained.

Import duties, destination taxes and clearance fees depend on the shipping service selected, as described in Section 10.

Your bank or payment provider may charge transfer fees or currency conversion costs. These are separate from our prices unless we expressly agree otherwise.

Prices may change for future purchases. We will not increase the price of an accepted Order without your agreement.

If we identify a material pricing error before acceptance, we will provide the corrected price and allow you to proceed or cancel.

7. Payment

Payment must be received in full, in cleared funds, before dispatch unless alternative arrangements have been agreed in writing.

When paying:

• Use the payment instructions issued for your Order.
• Include the correct order or invoice reference.
• Pay the full amount due.
• Do not deduct bank charges or anticipated store credit unless we authorise the deduction.

A payment receipt may assist verification but does not replace confirmation that funds have cleared.

If payment is incomplete or cannot be matched to your Order, processing may be delayed while we contact you.

Nothing in this section restricts a right of set-off or withholding that cannot lawfully be excluded.

Bank Transfer Fee Support

Subject to review and approval:

• Transfers of EUR 300–800, inclusive, may qualify for up to USD 30 in store credit towards documented transfer fees.
• Transfers exceeding EUR 800 may qualify for store credit covering the full documented transfer fee.
• Transfers below EUR 300 do not qualify.

To request support:

• Submit proof within 30 days of the transfer.
• Ensure the proof shows the transfer amount, date and fee.
• Include the relevant order or invoice number.

Support cannot exceed the eligible fee actually paid. Currency exchange losses are excluded unless agreed otherwise.

For payments in another currency, we will confirm eligibility using the EUR equivalent recorded for the Order.

Approved support is issued as store credit, not a cash reimbursement. Any redemption conditions will be disclosed when the credit is approved.

This arrangement does not replace a refund required by law.

8. Our Role and Fulfilment Partners

We:

• Operate the website.
• Process Orders and confirm payments.
• Provide customer support.
• Arrange fulfilment through relevant suppliers and logistics partners.

We do not manufacture the Products or provide clinical services.

Products may be dispatched from facilities in South Korea or other locations identified for the Order. Fulfilment may involve separate consignments or delivery through a regional logistics hub.

Using third-party suppliers, warehouses or carriers does not exclude our contractual obligations or responsibilities imposed by applicable law.

Responsibilities relating to sale, distribution, importation, traceability and product safety depend on the actual transaction and supply arrangements.

9. Delivery

Delivery options, charges and estimated times are provided at checkout, in the Shipping Policy or in your written quotation.

Delivery times are estimates unless expressly guaranteed. Where processing and transit times are stated separately, both should be considered when estimating arrival.

Buyer responsibilities

You must:

• Provide a complete and accurate delivery address.
• Provide current contact details.
• Monitor available tracking information.
• Arrange for receipt of the shipment.
• Respond reasonably to carrier requests and requests from our support team.
• Notify us promptly of delivery problems.

We remain your contact for assistance with delivery issues.

If we need stock confirmation, documentation or another decision from you, we may request a response within 24 hours to maintain the anticipated processing schedule. A later response may delay fulfilment.

Separate shipments and delivery problems

We may use separate consignments where appropriate. Additional shipping charges require your agreement before they are incurred.

Where an incorrect address, unjustified refusal or failure to provide required information causes additional costs, we may seek reasonable, documented costs where permitted by law. We will explain these before arranging a chargeable redelivery.

A tracking status alone does not prevent investigation of a disputed delivery.

Applicable rights concerning delayed or failed delivery remain unaffected.

10. Customs, Duties and Import Requirements

Services excluding import charges

Where disclosed before purchase, you are responsible for applicable destination duties, taxes and clearance charges not included in the Order total.

Services including import charges

Where the selected service expressly includes customs clearance, duties and import taxes, we are responsible for the services and charges covered by that commitment.

If a carrier requests payment of a covered charge:

• Contact us promptly.
• Provide the payment notice and shipment reference.
• If you have already paid, provide proof of payment.

We will review the charge and arrange payment or reimbursement of a verified amount covered by the service.

Regulatory permissions

Before ordering, you must verify the destination country’s import requirements for the specific Products and obtain any permissions that are your legal responsibility.

You must provide accurate recipient details and documents required from you for lawful clearance.

A service that includes duties, taxes or customs-clearance support does not grant regulatory approval or replace required licences, prescriptions or import permissions.

Any importer-of-record arrangement must reflect the actual shipment and applicable law. We remain responsible for our express shipping commitments and obligations legally imposed on us.

Customs delays or refusals

Authorities may inspect, delay or refuse a shipment.

If this occurs, we will assess:

• The reason for the action.
• The requirements applicable to the shipment.
• Each party’s responsibilities.
• The shipping service purchased.
• Any applicable delivery guarantee.
• The remedies required by law.

A customs event does not automatically remove refund or replacement rights. Equally, the purchase of shipping does not excuse a Buyer’s failure to obtain permissions that are legally their responsibility.

11. Receipt, Inspection and Storage

Please inspect your delivery promptly for:

• Missing or incorrect Products.
• Visible damage.
• Compromised seals or packaging.
• Other concerns affecting the condition or identity of the Products.

Report problems using the procedure in our Refund, Return and Replacement Policy.

Where reasonably available, provide:

• Your order number.
• A description of the issue.
• Photographs of the Products and packaging.
• Relevant batch or lot details.
• The delivery date.

Keep affected Products and packaging available for investigation. Do not use or resell a Product suspected to be damaged, defective or compromised.

Prompt reporting helps us investigate carrier and supplier claims. Signing for delivery, opening an outer shipping carton or failing to identify a hidden defect immediately does not waive rights that cannot lawfully be excluded.

After receipt, Products must be stored and handled in accordance with their labelling and the manufacturer’s requirements.

12. Temperature-Sensitive Products

Temperature-sensitive Products must be prepared and transported using arrangements appropriate to their documented requirements.

Insulated packaging and cooling materials are used where required.

The condition of an ice pack alone does not establish whether a Product remains suitable for use. Concerns must be assessed using relevant product requirements and available shipment information.

If you suspect a temperature-related problem:

• Keep the Product separate from stock intended for use or resale.
• Follow its labelled storage requirements.
• Contact us promptly with the relevant shipment details.
• Do not use or distribute it until its suitability has been established.

This section does not exclude responsibility for inadequate packaging, unsuitable transport arrangements or a Product supplied in a compromised condition.

13. Cancellations, Returns, Refunds and Replacements

Our Refund, Return and Replacement Policy explains the procedures and supporting information required for claims.

Order changes and cancellations

Submit requests promptly. Once fulfilment has started, changes may no longer be operationally possible.

Any applicable statutory cancellation rights remain unaffected.

Returns

Return restrictions may apply because of a Product’s condition, broken seals, perishability or another legally recognised ground.

Classification as a medical, aesthetic or skincare Product does not by itself remove all return rights.

Where a Consumer has a statutory withdrawal right, the applicable period, procedure, return costs and lawful exceptions will be explained in the Refund, Return and Replacement Policy. This generally includes a 14-day withdrawal period for eligible EU distance purchases, subject to applicable exceptions.

Rights concerning defective, incorrect or misdescribed Products are separate from change-of-mind returns.

Refunds and replacements

• Claims will be assessed against the Contract, applicable policies and mandatory law.
• Store credit will not be imposed in place of a monetary refund that we are required to provide.
• Any permitted deduction must have a lawful basis and be explained.
• Replacement arrangements must comply with the requirements applicable to the Product and destination.

Please obtain return instructions before sending Products back. An administrative authorisation process does not prevent the valid exercise of statutory rights.

14. Product Quality, Professional Use and Safety

Products supplied must match the Contract and meet applicable legal requirements.

Any manufacturer’s warranty is additional to rights available against us.

Professional responsibility

We do not provide:

• Medical advice.
• Prescribing services.
• Clinical training.
• Patient-specific treatment recommendations.

Website content and customer support communications do not replace professional judgement or official product information.

The treating professional is responsible for patient assessment, informed consent, lawful administration and appropriate follow-up.

We do not guarantee a particular clinical or aesthetic result. An adverse outcome is not automatically evidence of either a product defect or user error; concerns must be assessed on their evidence.

Product concerns and safety reporting

Please report suspected defects, authenticity concerns or adverse incidents promptly, including relevant Product and batch information.

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

We will cooperate with relevant suppliers and authorities where required, including in relation to safety notices and recalls.

Business Buyers must:

• Maintain traceability records where required by law.
• Cooperate with applicable investigations and corrective action.
• Follow relevant recall or safety instructions.
• Stop using or distributing affected Products where required.

15. Title and Risk

Ownership passes when payment has been received in full and the Products have been identified to the Contract.

Risk of loss or damage passes upon physical delivery to you or your designated recipient, subject to mandatory legal rules.

For a Consumer, delivery to a carrier appointed by us is not delivery to the Consumer. Any different arrangement involving a carrier independently commissioned by the Consumer is governed by applicable law.

Transfer of risk does not remove rights relating to defects or non-conformity existing at delivery.

16. Liability

Each party remains responsible for its own acts, omissions and legal obligations.

To the extent permitted by law, we are not responsible for loss caused by:

• Improper storage or handling after delivery.
• Misuse or unauthorised administration.
• Inaccurate or misleading information supplied by the Buyer.
• Failure to obtain permissions that are legally the Buyer’s responsibility.
• Unlawful resale or distribution.

These exclusions apply only to the extent that the relevant conduct caused the loss. They do not exclude responsibility where our own breach contributed to it.

For Business Buyers, we exclude indirect or consequential commercial losses to the extent permitted by law, including indirect losses arising from business interruption or cancelled appointments.

Nothing in these Terms excludes or limits liability for:

• Fraud or fraudulent misrepresentation.
• Death or personal injury caused by negligence.
• Mandatory product liability.
• Any other liability that cannot lawfully be excluded or limited.

These Terms do not exclude mandatory consumer rights or our express refund, replacement and delivery commitments.

17. Events Beyond Reasonable Control

Events beyond reasonable control may affect performance, including:

• Severe weather or natural disasters.
• Significant transport disruption.
• Government restrictions.
• Widespread service failures.
• Other comparable events that could not reasonably be prevented.

Where such an event affects your Order, we will take reasonable steps to reduce its impact and communicate material changes.

This provision does not allow us to retain payment indefinitely for Products we cannot supply. Applicable cancellation and refund rights continue to apply.

18. Promotions and Sale Orders

Promotions apply for the stated period and are subject to their disclosed conditions.

Unless expressly stated otherwise:

• Eligibility requirements and minimum purchase conditions apply as advertised.
• Offers are subject to available stock.
• Discount codes cannot be combined.
• Requests to amend sale Orders after confirmation may not be possible.
• Refunds for discounted Products are based on the amount actually paid, together with any other amounts refundable under applicable law.

A promotional gift expressly included in an accepted Order forms part of that Order.

Discretionary extras and special requests are not guaranteed unless confirmed.

High demand may affect processing estimates. Material changes will be communicated where they affect your Order.

Promotional terms do not remove rights relating to defective Products or other mandatory protections.

19. Reviews and Submitted Content

Reviews must reflect genuine experiences.

Submitted content must not contain:

• Unlawful material.
• Threats or harassment.
• Confidential information.
• Another person’s personal data without appropriate permission.
• Material that infringes another party’s rights.

We may moderate content that breaches these requirements. We will not remove a review merely because it is negative or present reviews in a misleading way.

By submitting a review directly to us, you grant us non-exclusive, royalty-free permission to reproduce it in connection with our business, subject to applicable privacy and advertising laws.

We will not alter its meaning or imply an endorsement you did not provide.

Reviews submitted through another platform are also subject to that platform’s rules. Any permissions required for identifiable photographs, videos or testimonials will be obtained separately.

20. Website Use and Intellectual Property

You must not:

• Use the website fraudulently or unlawfully.
• Submit false documents or impersonate another person.
• Interfere with website security or operation.
• Access systems or information without authorisation.
• Introduce malicious software or other harmful material.

Website content, branding and materials belong to us or their respective rights holders.

You may use them to browse and make lawful purchases. Other commercial reproduction or use requires appropriate permission.

We may restrict access where reasonably necessary to address misuse, security risks or legal requirements. Such action does not remove our obligations relating to existing Orders.

21. Personal Information

We handle personal information in accordance with our Privacy Policy and applicable data protection law.

Information may be shared with relevant:

• Payment providers.
• Fulfilment partners.
• Carriers.
• Verification providers.
• Authorities.

Sharing will take place where necessary and lawful for order processing, verification, delivery or regulatory compliance.

Acceptance of these Terms does not by itself constitute consent to optional marketing.

22. Governing Law and Disputes

These Terms are governed by the laws of the United Arab Emirates, subject to mandatory laws applicable to the transaction.

If you have a complaint, contact us with:

• Your order number.
• A clear description of the issue.
• Relevant supporting information.
• The resolution you are requesting.

We will investigate and seek a resolution.

Disputes may be brought before a court with jurisdiction under applicable law.

Nothing in these Terms requires a Consumer to give up mandatory protections or rights to bring proceedings in a legally available forum.

23. Changes and General Provisions

We may update these Terms for future transactions. The updated version will display its publication date.

The version made available when you placed your Order governs that Order unless a change is required by law or expressly agreed with you.

Later updates do not retrospectively remove agreed rights.

If a provision is found invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.

A failure or delay in enforcing a right does not constitute a waiver of that right.

These Terms, the applicable supporting policies and expressly agreed order-specific terms form the agreement for your purchase.

Nothing in this section excludes liability for misleading statements or representations that cannot lawfully be excluded.

24. Contact Us

For questions about these Terms, Orders, delivery or complaints, contact:

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

Please include your order number where relevant.

Contact us for the appropriate return address before sending Products. The business address above is not automatically the returns destination.