Refund policy

Lucessentia Return & Refund Policy

We want you to be completely satisfied with your purchase. We have a strictly enforced 14-day return policy, which means you have 14 days from the date your item is delivered to request a return.

1. Eligibility for Returns Due to the health, safety, and hygiene standards of topical skincare and body products, we are extremely strict on return conditions. To be eligible for a return, your item must be:

• Unopened and entirely unused.
• The tamper-evident safety seal must be completely intact.
• In its original, undamaged packaging.
• Accompanied by the original receipt or proof of purchase.

Note: If a bottle has been opened, unsealed, or used in any capacity, we cannot legally resell it, and the return will be unequivocally denied.

2. Initiating a Return Do not send items back to us without authorization. To start a return, you must contact us at hello@lucessentia.com with your order number and the reason for the return.

If your return request is authorized, we will provide you with the return shipping address and instructions on how to send your package.

3. Return Shipping Costs

• Customer Responsibility: For general returns (e.g., changed your mind, ordered the wrong item), the customer is 100% responsible for all return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee we will receive your returned item.
• Lucessentia Responsibility: If the return is due to our error (e.g., you received an incorrect or defective item), Lucessentia will cover the return shipping costs and provide a prepaid shipping label.

Note: If a returned item claimed as defective is found to be in perfect working condition upon inspection, the cost of the prepaid return label will be deducted from the final refund.

For international orders, Lucessentia is not responsible for any customs duties, taxes, or fees. If a shipment is refused or returned due to unpaid customs charges, the original shipping cost is non-refundable

4. Damages and Order Issues Please inspect your order immediately upon delivery. If your item is defective, damaged in transit, or if you received the wrong item, you must contact us at hello@lucessentia.com within 48 hours of delivery. Please include clear photos of the damaged item and packaging so we can evaluate the issue and make it right immediately.

5. Non-Returnable Items We strictly do not accept returns on:

• Items that have been opened, unsealed, or have a broken safety seal.
• Items explicitly marked as "Final Sale".
• Gift cards.

6. Exchanges We do not offer direct exchanges. The fastest way to ensure you get the item you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.

7. European Union 14-Day Cooling-Off Period If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days without justification. However, under Article 16 of the Consumer Rights Directive, the right of withdrawal is completely revoked for sealed goods that were unsealed after delivery due to health protection and hygiene reasons. Therefore, the products must remain fully sealed and unopened to qualify.

8. Refunds We will notify you once we’ve received and inspected your return. We will let you know if the refund was approved or denied based on the condition of the safety seals.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@lucessentia.com.