Refund, Return, and Replacements Policy
Effective Date: January 12th, 2025
This Refund, Return, and Replacements Policy (the “Policy”) outlines the terms under which refunds, returns, and replacements are processed when you purchase from our company. By placing an order, you agree to this Policy.
For any questions, please contact us at info@lushfills.com
Scope of Policy
We process refunds, returns, or replacements only under the following conditions:
- Received wrong product
- Missing items in the order
- Damaged products
Terms and Conditions
1. Received Wrong Product or Missing Items
Inspection Responsibility:
Upon receiving your parcel, you are required to inspect the contents thoroughly, including bubble wrap or any other packaging material. Small items such as saline or disposables may be tucked inside the packaging.
Acknowledgment:
By accepting the parcel, you acknowledge your responsibility to inspect all items before disposing of any packaging materials.
Verification Process:
We maintain video records of the packing process. If you claim that an item is missing or incorrect, we will review our records. If an error on our part is confirmed, we will offer either a replacement or a refund.
Evidence Requirement:
To process your claim, you must provide an unboxing video clearly showing the issue.
2. Damaged Products
Notification Timeline:
Any issues involving damaged products must be reported within 30 days of delivery to info@lushfills.com. Claims submitted after this period will not be accepted.
Required Evidence:
A clear video or photograph of the damaged product must be provided. This evidence will be reviewed by our team and, where applicable, by the manufacturer.
Resolution:
If the damage is confirmed to be the result of manufacturing or shipping, we will either replace the product or refund the product cost. Shipping fees for approved replacements will be covered by us.
3. Buyer’s Simple Remorse
Eligibility:
Refunds based on buyer’s remorse are available only if the return request is made within 30 days of delivery.
Condition of Products:
Returned products must be unopened, unused, undamaged, and in their original packaging. Any deviation from these conditions will result in rejection of the return.
4. Product Expiration
Expiration Policy:
Products with a remaining shelf life of more than three (3) months at the time of delivery are considered valid. Refunds or replacements will not be provided for products that expire after being in the customer’s possession for an extended period.
5. Delivery Issues
Recipient’s Absence:
It is the customer’s responsibility to be available for delivery or to reschedule with the carrier if unavailable. Refunds or replacements will not be issued if a package is returned due to recipient unavailability.
Customs Delays or Issues:
Customer Responsibility:
Customers are solely responsible for resolving customs-related issues, including submission of required documentation and payment of applicable duties or taxes.
Options for Stuck Packages:
-
Reshipment: Customers may request one (1) free reshipment.
-
Store Credit: If customs issues remain unresolved, a refund in the form of store credit may be issued.
Subsequent Issues:
If a package is held at customs multiple times, we reserve the right to change shipping providers or limit refunds to store credit only.
6. Duplicate Payments or Orders
If duplicate payments or orders are made, one payment will be refunded as store credit, unless otherwise agreed.
In the case of duplicate orders, one order will be shipped while the other will be held pending customer confirmation.
7. Refunds for Defective Products
Partial Damage:
For partially damaged orders, refunds will apply only to the affected items. Full documentation (photos or videos) is required.
Refund Process:
Refunds will be issued to the original payment method unless the customer requests an alternative method.
8. Refunds to Bank Accounts
Accuracy Requirement:
Customers must ensure all bank account details provided are accurate.
Responsibility:
We are not responsible for refunds sent to incorrect accounts due to customer error.
Verification:
We may request additional information if discrepancies are identified during the refund process.
How to File a Claim
To file a refund, return, or replacement request, please email info@glowfills.com with:
- Order number
- Description of the issue
- Supporting evidence (photos, videos, or unboxing video)
Our team will review your claim and provide a resolution within 5–7 business days.
Exclusions
- Claims for damage resulting from customer misuse or negligence will not be accepted.
- Refunds will not be issued for products returned without prior approval.
- Free items or complimentary gifts (including saline or promotional items) are not refundable or replaceable if missing.
Amendments to the Policy
We reserve the right to update this Policy at any time to reflect operational, legal, or regulatory changes. Customers are encouraged to review this Policy periodically.
Contact Us
Email: info@lushfills.com
Phone / WhatsApp: +372 5360 2282
We are committed to resolving issues fairly, efficiently, and in line with this Policy.
