Last updated: 1st August 2026

This Policy explains when an Order may be cancelled, when Products may be returned, and when a refund, replacement, reshipment, exchange, price reduction or store credit may be available.

Please read this Policy before ordering, together with our Terms and Conditions and Shipping Policy.

Nothing in this Policy limits rights or remedies that cannot lawfully be excluded. Where mandatory law provides greater protection, that protection applies.

1. About This Policy

In this Policy, “we”, “us”, “our” and “Company” refer to LUSHFILLS. Manufacturers, suppliers, fulfilment providers, carriers and payment providers are separate parties whose assistance we may use when fulfilling Orders or investigating claims.

This Policy applies to purchases made directly through:

• lushfills.com.
• An official invoice or payment request issued by us.
• An authorised representative acting on our behalf.
• Another sales channel expressly operated by us.

For purchases from an independent reseller, clinic, marketplace seller or other third party, contact the seller from whom you purchased. This does not affect any separate product-safety, recall or mandatory legal obligation that applies to us.

Any conflict between this Policy and other contractual documents will be resolved according to the order of priority in our Terms and Conditions. General exclusions do not override an express delivery guarantee or tax-inclusive shipping commitment.

2. Definitions

• Buyer, you or your: The individual or legal entity purchasing from us. A representative must be authorised to act for the purchaser.
• 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.
• Products: Goods supplied under the relevant Order, including any expressly agreed promotional items.
• Order: Your request to purchase Products. Contract formation is governed by our Terms and Conditions.
• Dispatch: Physical handover of Products to a carrier or entry into onward transportation. Internal preparation, label creation or a change in order status alone does not establish Dispatch.
• Delivery: Physical receipt by you or your designated recipient, subject to applicable legal rules. Carrier records are evidence of Delivery but are not necessarily conclusive where receipt is disputed.
• Claim: A request concerning cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit or an Order-related problem.
• Return Authorisation: Written return instructions identifying the Products and appropriate return location.
• Original Payment Method: The payment channel through which we received the relevant payment.
• Business Day: Monday to Friday, excluding public holidays affecting the relevant processing office or financial institution. Statutory calendar-day deadlines remain unaffected.

A purchase is not automatically a business transaction merely because a Product is described as “professional use”. The Buyer’s status is determined by the circumstances and applicable law.

3. Main Reporting and Processing Periods

The following periods apply, subject to any longer or different mandatory legal right:

The 14-day commercial reporting periods do not extinguish valid statutory claims, including claims concerning hidden defects.

Safety concerns should be reported immediately. Claim reviews and internal approvals do not extend a mandatory refund or remedy deadline.

4. Buyer Responsibility for Local Regulations

Before ordering, you must check that the specific Products may lawfully be purchased, imported, possessed and used in the destination country.

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

A Product listing, available shipping option, successful payment or Order acceptance does not constitute confirmation of local regulatory approval.

If an Order is affected by missing permissions, inaccurate information or another failure to meet a requirement that applies to you:

• We will assess the reason and supporting evidence.
• We may suspend fulfilment while the issue is clarified.
• We may cancel an Order where lawful fulfilment cannot be established.
• Reasonable, documented costs directly caused by your failure may be deducted or recovered only where permitted by law and the Contract.
• Any available refund, return or reshipment will be assessed against the selected shipping service, our express commitments and applicable law.

An all-inclusive shipping service covers the services and charges expressly stated. It does not grant permission to import a restricted Product.

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

5. How to Submit a Claim

Contact us through:

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

Provide the information relevant to your Claim:

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

We will request additional information only where reasonably necessary.

A claim may be submitted before every supporting document is available. Send the initial notification promptly and provide further evidence as reasonably requested.

Where another person submits a Claim on your behalf, we may verify their authority before disclosing information or arranging a refund.

6. Inspection, Evidence and Product Preservation

Inspection on receipt

Inspect your parcel promptly for:

• Incorrect or missing Products.
• Quantity discrepancies.
• Leakage, breakage, punctures or crushing.
• Compromised seals or signs of tampering.
• Incorrect batch or expiry information.
• Other concerns affecting Product identity or condition.

Check internal boxes, protective pouches, insulation and other packing materials before reporting small items as missing. Some Orders arrive in separate consignments.

Evidence requirements

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

An unboxing video is not an automatic condition of eligibility for a remedy. Photographs, packing records, parcel weights, correspondence and other relevant evidence will also be considered.

We may review our records and consult relevant suppliers, carriers or qualified specialists. No single record, including a packing video or carrier scan, is automatically conclusive.

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

Preservation and safety

Retain affected Products and reasonably relevant packaging until we provide instructions or the Claim is resolved.

If you suspect a Product is damaged, defective, contaminated or compromised:

• Stop using or distributing the affected Product.
• Keep it separate from usable stock.
• Follow its labelled storage requirements.
• Do not alter, relabel, resell or open it further.
• Contact us for instructions.

Follow any urgent safety or legal requirement without waiting for our approval. Where disposal is necessary, preserve photographs and other evidence where reasonably safe and practicable.

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.

Provide:

• Your order number.
• The purchaser’s name.
• The email address associated with the Order.
• A clear cancellation request.

We will make reasonable efforts to stop fulfilment. Standard commercial cancellation is confirmed when we notify you in writing.

Orders may move quickly into transportation, and tracking information may appear later. We will explain if a request cannot be actioned because the shipment has already entered onward transportation.

Where we successfully cancel the entire Order before Dispatch, we will refund:

• The amount paid for the cancelled Products.
• Taxes collected on those Products.
• Shipping charges for the shipment that will no longer occur.

For partial cancellations, we will refund the cancelled Products and any shipping or other charges no longer payable.

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

8. Cancellation After Dispatch and Special Orders

After Dispatch

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

Any remedy will instead be assessed under the provisions governing:

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

Refusing or failing to collect a parcel does not, by itself, communicate a valid cancellation or withdrawal. Contact us directly with a clear statement.

Special and business Orders

Special cancellation conditions may apply to customised manufacturing, dedicated procurement or other expressly agreed business arrangements.

Such conditions must be disclosed and agreed before the Buyer commits to the relevant purchase.

Reserving ordinary stock, obtaining standard Products from a supplier, preparing packaging or handling a large Order does not by itself remove a Consumer’s statutory withdrawal right.

Any statutory exception for personalised or made-to-specification goods applies only where its legal conditions are met.

9. Order Changes and Cancellation by Us

You may request changes to Product selection, quantity, recipient details, delivery address or shipping method before Dispatch.

Changes depend on:

• Stock availability.
• Operational feasibility.
• Regulatory requirements.
• Any necessary price or shipping adjustment.
• Our written confirmation.

If a requested change cannot be made, we will explain the available options. Until a change or cancellation is confirmed, the original Order remains in place, subject to statutory rights.

We may decline an Order before acceptance, or cancel an accepted Order where permitted by the Contract or 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 legal or contractual cancellation ground applies.

A pricing error or general operational preference does not automatically permit cancellation of a binding Contract.

Where we cancel, we will refund amounts due for the cancelled Products and any services not provided. Funds subject to binding legal, banking or regulatory restrictions will be handled according to those restrictions.

10. Incorrect Products, Missing Items and Damage

Incorrect Products

If we supplied a Product materially different from the accepted Order, notify us promptly and retain it for investigation.

Where our error is confirmed, we will arrange an appropriate remedy, which may include supplying the correct Product, replacement or refund, subject to applicable rights.

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

Customer ordering errors

Ordering the wrong Product, strength, variation, pack size or quantity is not a fulfilment error by us.

Before Dispatch, we will assess whether correction is possible. After Dispatch, any return will be assessed under the voluntary-return or statutory-withdrawal provisions.

Missing Products

Check all packaging and any separate shipment information before reporting an omission.

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

You will not be required to pay additional shipping for us to correct a confirmed omission.

Promotional items

A promotional item expressly included in an accepted Order forms part of our commitment. If omitted, we will provide it or agree an appropriate resolution.

A free item does not automatically have an independent cash refund value. Discretionary extras that were not promised are not guaranteed.

Damaged Products

Report damage promptly and avoid using affected Products.

Minor damage to an outer shipping carton does not necessarily mean the Product itself is defective. Assessment will consider seal integrity, primary packaging, labelling, safety, contractual presentation and intended use.

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

11. Defective Products, Performance Concerns and Recalls

A Product may be non-conforming where it:

• Does not match its contractual description.
• Fails to meet an agreed specification.
• Has a manufacturing defect.
• Has compromised packaging affecting integrity or safety.
• Has a substantiated authenticity concern.
• Otherwise fails applicable legal conformity requirements.

Report hidden defects promptly after discovery. The initial reporting period for visible damage does not eliminate valid claims concerning hidden defects.

We may request relevant storage, handling or usage information and obtain a manufacturer or independent technical assessment. Manufacturer approval is not a prerequisite to exercising rights you hold against us.

Performance and treatment outcomes

An unexpected treatment result does not, by itself, establish a defect. Equally, it does not establish user error.

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

A Claim will not be rejected solely because a concern arose after use or because the Product had to be opened before the concern could become apparent.

Available remedies

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

• Replacement.
• Repair, where appropriate for the Product.
• A proportionate price reduction.
• Refund.
• Another agreed and lawful remedy.

Where law provides a choice or sequence of remedies, that rule applies. A required remedy must be provided without charge, within a reasonable time and without significant inconvenience where those protections apply.

For qualifying EU Consumer purchases, the legal guarantee is generally at least two years, and national law may provide longer protection. This does not extend a Product’s expiry date or guarantee suitability after its intended shelf life.

Safety concerns and recalls

Report suspected safety issues promptly. Do not send identifiable patient information unless necessary and through an agreed secure channel.

We will cooperate with applicable safety investigations and recalls. Business Buyers must maintain required traceability records and follow relevant corrective-action instructions.

12. Statutory Consumer Withdrawal

This section applies where the transaction qualifies for a statutory withdrawal right. It does not make restricted Products available to ineligible purchasers.

Eligible EU distance purchases

For eligible EU Consumer purchases, you generally have 14 calendar days to notify us that you wish to withdraw, without giving a reason.

The period normally begins on the day after you or your designated recipient takes physical possession. For multiple goods ordered together and delivered separately, the applicable period generally begins after receipt of the last item.

You may notify us before Delivery.

Send a clear statement through the contact channels in this Policy. You may use the model form at the end, but using it is optional.

Our approval or Return Authorisation is not required to make a valid withdrawal notification.

Returning goods

Unless we arrange collection, return the goods within 14 calendar days after notifying us of withdrawal.

Contact us promptly for the correct return location and follow reasonable instructions. Our administrative processes must not obstruct the exercise of your right.

You bear direct return costs only where that responsibility was properly disclosed before purchase and applicable law permits it. We bear return costs where required by law or expressly agreed.

Withdrawal refunds

For a valid withdrawal, we will reimburse the amounts legally due without undue delay and generally within 14 calendar days after receiving your withdrawal notification.

For withdrawal from an entire eligible Order, this includes the cost of our least expensive standard outbound delivery option. Additional costs for an expressly selected premium service need not be refunded where law permits their exclusion.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of return, whichever occurs first.

Refunds use the Original Payment Method unless you expressly agree otherwise and incur no refund fee.

A lawful deduction may apply for diminished value caused by handling beyond what was necessary to establish the goods’ nature, characteristics and functioning. Any deduction must be explained and supported.

Exceptions

Withdrawal exceptions apply only where the legal conditions are satisfied. Relevant examples may include:

• Sealed goods unsuitable for return for health-protection or hygiene reasons that have been unsealed after Delivery.
• Goods liable to deteriorate or expire rapidly.
• Goods made to the Consumer’s specifications or clearly personalised.

Being described as professional, medical, injectable or temperature-sensitive does not automatically establish an exception.

Different statutory rules may apply in other jurisdictions. Any applicable mandatory rights remain available.

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

In addition to mandatory rights, we offer a 30-calendar-day period after Delivery to request a voluntary return of eligible general cosmetics and non-injectable skincare Products only.

Botulinum toxin products, dermal fillers and other injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns, even if unopened, unused or still sealed.

This covers eligible change-of-mind requests and customer ordering errors. It is separate from statutory withdrawal and defect remedies.

To qualify, the Product must generally be:

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

Contact us before sending a voluntary return. Written Return Authorisation is required.

Unless otherwise agreed, dispatch the approved voluntary return within 14 calendar days after authorisation.

The Buyer bears disclosed reasonable costs of a voluntary return, including return carriage and applicable customs charges. Optional insurance is the Buyer’s choice.

Original outbound shipping is not refunded for a voluntary change-of-mind return unless we agree otherwise or law requires it.

Any proposed deduction or return cost will be explained. No undisclosed restocking fee will be imposed.

14. Products Excluded from Voluntary Returns

The voluntary-return offer is limited 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 apply even where the Product remains unopened, unused or sealed.

Within the eligible general cosmetics and skincare categories, voluntary returns will generally not be accepted for:

• Opened, used, punctured or altered Products.
• Products with broken security seals or compromised sterile barriers.
• Mixed, diluted or reconstituted Products.
• Contaminated or damaged Products.
• Products with altered labels or batch details.
• Products stored outside required conditions after Delivery.
• Personalised or specially manufactured Products.
• Other Products expressly excluded from the voluntary-return offer before purchase.

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

The professional-use Products expressly excluded above do not qualify for voluntary returns. For otherwise eligible Products, a voluntary return may also be refused where traceability, safety or lawful resale cannot be established.

These exclusions concern voluntary returns. They do not remove applicable statutory withdrawal rights or remedies for incorrect, damaged or non-conforming Products.

15. Shelf Life and Expiry

Unless a different shelf life is disclosed and agreed before purchase, our commercial standard is more than three months of remaining shelf life at Delivery.

This standard does not override:

• A longer period expressly promised.
• Product-specific legal requirements.
• Applicable conformity obligations.
• A particular purpose expressly accepted by us.

If a longer shelf life is important for bulk purchasing, resale or planned use, request confirmation before ordering.

Products supplied with a shorter period than our stated standard must be identified and agreed before purchase.

Notify us promptly if you receive:

• An expired Product.
• Less remaining shelf life than agreed.
• Incorrect or misleading expiry information.

Expiry after a Product has remained in your possession does not, by itself, create a refund entitlement where the Product met the Contract at Delivery.

16. Return Instructions and Inspection

Return instructions will identify the appropriate address and may specify:

• Products and quantities to return.
• A return reference.
• Packaging and storage requirements.
• Relevant documentation.
• Shipping arrangements.
• An applicable dispatch deadline.

Do not send Products to an office, supplier or warehouse without confirming the appropriate destination. For statutory rights, obtaining administrative instructions is not a condition of a valid withdrawal notice or Claim.

Package returns appropriately and retain evidence of dispatch.

Responsibility for transit loss depends on the return arrangement and applicable law. For voluntary returns using a carrier independently chosen by you, transit risk generally remains with you until receipt at our designated location.

You are not responsible for damage caused by us after receipt.

We may inspect returned goods for identity, completeness, condition, seal integrity and compliance with applicable return conditions.

Inspection must not be used to delay a refund beyond a statutory deadline. An otherwise valid statutory remedy will not be rejected solely because an administrative reference is missing.

17. Refund Amounts and Deductions

A refund may include:

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

Discounted Products are refunded at the amount actually paid.

An issue affecting part of an Order does not automatically justify refunding unaffected goods. A broader remedy will be provided where required by law or where the issue materially affects the whole transaction.

Deductions may be made only where justified under the relevant return category and permitted by law.

We will explain:

• The reason for the deduction.
• The amount.
• The supporting calculation or evidence.

We will not deduct costs attributable to our own error or ordinary inspection of a valid defect return.

A reduced refund will not be imposed as a substitute for a different remedy to which you are legally entitled.

18. Refund Methods and Timing

Refunds will ordinarily use the Original Payment Method.

If that method is unavailable, we will arrange an alternative lawful method with the necessary verification and agreement. We may request accurate account details and proof that the recipient is entitled to receive the refund.

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

Earlier legal deadlines take priority. The statutory withdrawal timetable in Section 12 is not extended by our approval, inspection or internal processing procedures.

Bank arrival times vary. We will provide available payment confirmation and reasonably assist with tracing a delayed or returned refund.

If inaccurate banking details prevent payment, we will request corrected details. A failed transfer does not, by itself, extinguish an outstanding refund obligation.

For payments involving currency conversion, we refund the amount due in the original transaction currency where practicable. Independent exchange-rate movements or 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 offered where it is lawful, available and appropriate.

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

We will confirm:

• The Product and quantity.
• Any required return arrangements.
• Expected dispatch timing.
• Applicable shipping arrangements.
• Any cost allocation permitted by the Contract and law.

We will not charge additional return or replacement shipping to correct our confirmed error.

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

If the agreed replacement cannot be supplied, we will provide the refund or other remedy required by law. A different Product or store credit requires your agreement.

Voluntary exchanges are subject to the same Product eligibility requirements and exclusions as voluntary returns under Sections 13–14.

For eligible voluntary exchanges:

• A higher-priced Product requires payment of the agreed difference.
• A lower-priced Product results in repayment of the difference, or store credit if you agree.
• Any additional shipping costs must be disclosed and agreed.

20. Failed Delivery and Customs-Related Claims

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

We will assess:

• Whether Delivery occurred.
• The reason for failure.
• The selected shipping service.
• Any express delivery guarantee.
• Whether either party failed an applicable obligation.
• Available carrier, customs and fulfilment evidence.

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

Customer-caused costs may be recovered only where justified, documented and legally permitted.

We will not require repeated unsuccessful reshipments where a refund is legally due. A proposed reshipment must have a lawful and reasonably viable delivery route.

Carrier investigations do not suspend mandatory remedy deadlines.

21. Store Credit

Store credit may be issued where agreed with you or expressly provided as a separate promotional benefit.

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

When issuing credit, we will disclose:

• Its value.
• Where it can be used.
• Any expiry date permitted by law.
• Any redemption restrictions.

Unless otherwise agreed, store credit is non-transferable and is not redeemable for cash, subject to mandatory rights.

For Orders paid partly with credit and partly with money, refunds will reflect the relevant original funding sources. A partial refund allocation will be explained and will not convert a monetary refund into additional credit without agreement.

22. Duplicate Orders, Payments and Compensation

Contact us promptly if you place a duplicate Order. Before Dispatch, we will assess whether it can be cancelled.

Confirmed duplicate payments for the same Order will be refunded unless you expressly agree to another lawful arrangement.

A Buyer cannot receive duplicate compensation for the same loss. Relevant refunds, replacements, insurance payments or payment reversals may be considered when determining any remaining remedy.

If an original parcel is recovered after compensation, contact us. Where appropriate, we will arrange return at our expense or agree another reasonable resolution.

We will not require you to withdraw a lawful payment dispute merely to have a Claim assessed.

23. Claim Review and Decisions

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

Complex matters may require additional investigation. We will provide reasonable updates and explain material delays.

If information is missing, we may request it and allow a reasonable response period. Ordinarily, we may mark a Claim administratively inactive after 14 calendar days without a response.

Administrative closure does not extinguish a valid legal right. We will reassess later information where appropriate and within applicable legal periods.

Internal targets and investigations do not extend mandatory deadlines.

Only an authorised representative may confirm a discretionary refund, replacement, exchange or return arrangement. An automated acknowledgement is not approval. This does not make statutory rights dependent on discretionary approval.

If we decline or reduce a Claim, we will explain the principal reasons. You may request a further review and provide additional evidence.

Suspected dishonesty will be assessed on evidence. A disputed or insufficiently documented Claim will not automatically be treated as fraudulent.

24. Changes to This Policy

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

Updates apply to future transactions and will show a revised publication date. They do not retrospectively remove agreed rights.

This Policy operates together with the Terms and Conditions, Shipping Policy and expressly agreed order-specific terms.

25. Contact Us

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

Include your order number where relevant.

The business address is not automatically the return address. Contact us for the correct return location.

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 send another clear statement of withdrawal.

Email: info@lushfills.com

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: