ORDER & REFUND POLICY
 

ORDERS

We hope you are delighted with your purchase. However, please note that we do not offer refunds or exchange if you change your mind after placing your order, or if the product has been opened and used.

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We reserve the right to reject any order at our discretion, including, but not limited to, situations where payment authorization cannot be obtained, the product is unavailable, or we need to restrict or limit the quantity of a particular product being shipped to a single customer or address.

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RETURNS

Due to health, safety, and hygiene reasons, we do not accept returns on opened or used products.

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We take great care to ensure your order arrives in perfect condition. While it is normal for the shipping carton to show some wear, if the product(s) inside are damaged, please contact us immediately, and we will do our best to resolve the issue.

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As our products are handcrafted, please be aware that there may be slight variations in quality (e.g., color) between batches.

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We do not offer refunds or returns on products that have been used, ordered incorrectly, stolen or are unsuitable for your needs. Additionally, we do not refund shipping fees, and redelivery charges may apply.

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In the unlikely event that a product purchased from our website is faulty or damaged, please contact us immediately, and we will follow our returns process.

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RETURNS PROCESS

If you believe your product is faulty, please follow the steps below:

 

Step 1: Contact Us
Email us immediately at luismaskincare@gmail.com with the following details:

• Your name

• Phone number

• Order number

• Product name

• Batch number and expiry date

• The reason you believe the product is faulty

 

Step 2: Provide Photos
If your item arrives damaged or there is an issue with the product, please take clear photos and email them to us.

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Step 3: Replacement Confirmation
Once your claim has been reviewed and approved, we will send out a replacement product.

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Step 4: Return the Product
In some cases, we may request that you return the original, faulty product for further inspection. You will be responsible for the return shipping costs, which are non-refundable.

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