1. Introduction

Lustra aims to provide quality hand wash products with a reliable customer experience. We carefully check and pack products before dispatch; however, if you receive a damaged, leaked, incorrect, or defective product, you may contact us for support.

This policy applies to purchases made directly from Lustra through our website, phone number, email, WhatsApp, or any official sales channel operated by Lustra.

2. Return Eligibility

A return or replacement request may be considered only if the product meets the conditions listed below.

3. Non-Returnable Items

Due to hygiene, safety, and quality control reasons, some products may not be eligible for return or refund.

• Products that have been opened, used, or partially consumed.
• Products damaged due to customer misuse, improper handling, or poor storage.
• Products returned without original packaging or proof of purchase.
• Products reported after an unreasonable delay from the delivery date.
• Products purchased from unauthorized sellers or third-party sources not verified by Lustra.
• Change-of-mind returns after the product has been dispatched or delivered.

4. How to Request a Return or Replacement

To request a return, replacement, or complaint review, please contact Lustra customer support with complete details. This helps us review your case quickly and fairly.

5. Refund Policy

Refunds may be considered only when a replacement is not possible or when Lustra approves the refund after reviewing the issue. Refund approval depends on order verification, product condition, proof provided, and the nature of the complaint.

• Refunds are not guaranteed for every return request.
• Refunds may be processed only after the issue is verified by Lustra.
• Delivery charges may be non-refundable unless the issue is caused by Lustra or courier handling.
• Refund processing time may vary depending on payment method and internal review.
• Refunds, if approved, will be shared through a suitable method confirmed with the customer.

6. Replacement Policy

In many cases, Lustra may offer a replacement instead of a refund, especially if the product was received damaged, leaked, incorrect, or defective. Replacement is subject to stock availability and approval by our support team.

If a replacement is approved, Lustra will guide the customer about the replacement process, required information, and expected delivery timeline.

7. Return Shipping

If a product needs to be returned to Lustra for review, our team will provide return instructions. Return shipping responsibility may depend on the reason for return and the result of the review.

• If the issue is verified as a Lustra or delivery-related problem, support may be provided accordingly.
• If the return is due to incorrect customer information or change of mind, shipping charges may apply.
• Customers should not send products back without receiving return instructions from Lustra.

8. Damaged or Leaked Products

If your parcel arrives damaged, leaked, opened, or in poor condition, please contact us as soon as possible. To help us process the complaint, please share clear photos of the parcel, product, label, and affected item.

Lustra will review the case and may offer a suitable solution such as replacement, support, or refund where applicable.

9. Order Cancellation

Customers may request order cancellation before the order is dispatched. Once an order has been shipped or handed over to the courier, cancellation may not be possible.

• Cancellation requests should be made as soon as possible after placing the order.
• Dispatched orders may be treated according to delivery and return conditions.
• Lustra reserves the right to cancel an order due to stock unavailability, incorrect pricing, incomplete details, or delivery limitations.

10. Refund & Returns Summary

11. Changes to This Policy

Lustra may update this Refund & Returns Policy from time to time to reflect changes in business operations, delivery arrangements, customer support process, or legal requirements.

Any updates will be posted on this page. Customers are encouraged to review this policy before placing an order.