Refund Policy

OUR GUARANTEE

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or a replacement. We offer a 100% money back or a replacement at no additional cost for the following:

  • Faulty item(s)

    • Item(s) damaged upon arrival 

  • Item(s) significantly not as described/ Incorrect item(s)

    • Incorrect colour/style/size mistakenly sent to you.

Please contact us at support@lushmod.com within 48 hours of receiving your order. We have no liability to you unless you notify us of any damaged, defective or incorrect quantity item(s) within 48 hours of delivery. Please note, this policy does not cover general wear and tear defects, minor scratches/superficial marks, misuse, accidental damage, negligence, or abuse of the purchased item(s)

  • Item(s) not received

Due to high demand, please allow up to 50 days for delivery before making any claims. Please note, this policy does not cover errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries).

In case of item(s) not received, we will not issue any refund/ replacement due to the following circumstances:

  • Order not received due to incorrect delivery address/ stolen/ lost/ abandoned/ refused (except damaged upon arrival)/disposed of.
  • Order not received but tracking status shows ‘delivered’.

If your package was delivered but you did not receive it, it is your responsibility to contact the post office and resolve the issue and file a claim for the missing package. 

RETURNS (IF APPLICABLE)
We accept returns only if the item(s) are faulty or for items significantly not as described. Unfortunately we do not offer returns for change of mind purchase and incorrect sizing due to the nature of our products. In some circumstances and to avoid hassle on your part, we may decide to refund you without the need for a return.  


EXCHANGES (IF APPLICABLE)
We only replace an item if it is defective or damaged. If you need to exchange it for the same item, send us an email at: support@lushmod.com

In order to be eligible for a Return, please follow the steps below:

Please contact us at support@lushmod.com with the subject [RA# REQUEST] to request for a Return Authorisation Number within 48 hours of receiving your order and provide the following details: 
  • Order number

  • Proof of purchase

  • Video or photo of the faulty product 

  • Complete delivery address

  • Contact telephone number

Our team will inspect/verify videoclip/ photo(s) before we issue out a RN#. Upon approval you will receive the RA# and the address of the closest warehouse where you can mail the product you would like to return. 

Upon the receipt of your package, your products will be examined. Lush Mod reserves the right to refuse any returns that does not meet the our criteria. Each case is subjected to the sole discretion of the management.

REFUNDS (IF APPLICABLE)
We will notify you of the approval or rejection of your refund within a reasonable period of time. If you are approved, then your replacement will be redelivered or refund will be processed, and a credit will automatically be applied to your credit/debit card, or original method of payment.

IMPORTANT:
  • Please do not ship a product back unless it has been approved.
  • Please do not send your purchase back to the manufacturer or you will not be issued any replacement/refund.

Our customer service team is always here to help you with your concerns. Send us an email at support@lushmod.com and we will get back to you within 24 hours.  

SALE ITEM(S) (IF APPLICABLE)
All reduced price and sales items are final sale and cannot be returned, refunded or exchanged. This includes all items bought with a discount code, during a promotional event, free products, or marked down items. However, if you received faulty item(s), item(s) significantly not as described/ incorrect item(s)/ did not receive your order, we offer a full refund or a replacement at no additional cost.

ORDER CANCELLATION
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours following payment. Please do not forget to indicate your order number in the subject line and make the subject of the email [CANCELLATION] so that we can spot the enquiry and prioritize it. Please note, once the packaging and shipping process has started, it can no longer be cancelled.

Please Note: If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 30% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

OUT OF STOCK ITEMS

When an item is out of stock and we are not able to get it in quickly we will offer an alternative. We are happy to offer a full refund if there is not a suitable alternative on offer. 

LATE OR MISSING REFUNDS
You can generally expect a refund to appear on your card-issuing bank or original mode of payment within 5-10 business days. If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@lushmod.com