Refund policy
We want you to love what you buy from Lustrelle. If something isn't right, you have 30 days from the delivery date to request a return or an exchange.
Return window
Returns must be requested within 30 days of the date your order was delivered. Requests made after 30 days can't be accepted.
Condition of items
- Items must be unused and in their original condition.
- All original packaging, accessories, charging cables and inserts must be included.
- For hygiene reasons, used replacement heads, brush collars and other consumable parts can't be returned unless the item arrived damaged or faulty.
How to start a return
- Contact us through our Contact page with your order number and the reason for the return.
- We reply within 2 business days with return instructions and the return address. Please don't ship anything back before you receive them.
- Pack the item securely and send it with a tracked service, keeping your tracking number.
Refunds
Once your return arrives and passes inspection, we issue a refund to your original payment method within 5 business days. Your bank or card issuer may take a further 3 to 10 business days to post the funds. Original shipping charges are not refunded unless the return is the result of our error.
Who pays return shipping
If an item is faulty, damaged in transit, or not what you ordered, we cover return shipping. For change-of-mind returns, return shipping is paid by the customer.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.
Faulty or damaged items
Contact us within 7 days of delivery with photos of the item and its packaging. We will arrange a replacement or a full refund at no cost to you.
Cancellations
If you need to cancel an order, contact us within 12 hours of placing it. Once an order has been processed for shipping it can no longer be cancelled, but you can still return it under this policy.
Items we can't accept
- Gift cards
- Items marked final sale or clearance
- Used consumable and hygiene-sensitive parts, as described above
Late or missing refunds
If more than 15 business days have passed since we confirmed your refund and it still hasn't reached you, contact us and we will trace it with our payment provider.
Your statutory rights
Nothing in this policy affects any rights you have under the consumer law that applies where you live.
Questions
Reach us any time through our Contact page. We answer messages Monday to Friday.