Refund policy

Refund and Return Policy

Thank you for shopping at Lurele Luxury. We strive to provide our customers with high-quality luxurious beauty and health products. If for any reason you are not entirely satisfied with your purchase, we're here to help.

THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER March 1, 2024.

Refund Policy:

Refund Eligibility:

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be with the original packaging.
Items eligible for refunds include those that are defective and/or damaged (after pickup for shipping to your address), or if you received the wrong item.
Please be sure to pair the item with the correct package and label. Items sent to us by mistake, with the wrong label, or that do not meet our return criteria won't be returned to you or refunded.

Refund Procedure:

Please contact our customer service team within 15 days of receiving your order to initiate the refund process at the following number our customer service email hello@lurele.com.
Provide your order number and details about the product you would like to return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your payment provider's policies.
We may ask you for a driver’s license or government ID to verify your identity.
Please allow 30 days for your refund to be processed if sent by mail. You will receive an email confirmation once your return has been processed. Your financial institution may take longer to reflect the transaction.

Return Policy:

Return Eligibility:

You may return most new, unopened items within 30 days of delivery for a full refund.
We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
Delivery fees are to be paid according to our local courier fees or shipping party by the customer. Contact customer service for the calculation of delivery fees from your designated area.
Customers are responsible for all shipping costs associated with returns, including any additional customs fees or taxes.
Certain products cannot be returned if they have been opened or used due to health and safety regulations.

International Returns: If your order was shipped internationally (outside Lebanon), the same policy regarding returns from local customers (eligibility and procedure) is applied, including the requirement to be responsible for paying any additional shipping costs or customs fees that may apply from the country of shipping.

Customers are responsible for all shipping costs associated with returns, including any additional customs fees or taxes.

Delivery fees are to be paid according to our local courier fees or shipping party by the customer. Contact customer service for the calculation of delivery fees from your designated area.

Please be sure to pair the item with the correct package and label. Items sent to us by mistake, with the wrong label, or that do not meet our return criteria won't be returned to you or refunded.

Return Procedure:

To return an item, please contact our customer service team to request a return authorization and a tracking number.
Once you receive approval for the return by phone or email, carefully package the item and ship it back to us with a tracking number given to you by our team.
Upon receiving the returned item, we will inspect it and notify you of the status of your refund or exchange.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days if paid by card. If the method of payment is Cash on Delivery (COD), the amount of refund will be credited back to your account on Lurele Luxury’s website for another order; cash reimbursements are not allowed.
We may ask you for a driver’s license or government ID to verify your identity.
Please allow 30 days for your return to be processed if sent by mail. You will receive an email confirmation once your return has been processed. Your financial institution may take longer to reflect the transaction.

Non-Refundable Items:

Certain items are not eligible for refunds or returns, including but not limited to:

Gift cards
Downloadable software products
Perishable goods

Exchange Policy:

Exchanges for products that are not defective or damaged, but the customer wishes to exchange them for a different item, color or size are welcomed within 24 hours of newly started order or 15 days after receiving the order on condition that the product received is not used, still in original packaging, and is in original received condition.

Customers are responsible for all shipping costs associated with returns, including any additional customs fees or taxes.

Delivery fees are to be paid according to our local courier fees or shipping party by the customer. Contact customer service for the calculation of delivery fees from your designated area.

Please be sure to pair the item with the correct package and label. Items sent to us by mistake, with the wrong label, or that do not meet our return criteria won't be returned to you or refunded.

Exceptions and Special Cases:

We understand that there may be unique situations that require exceptions to our standard refund policy.

Customers experiencing extenuating circumstances should contact our customer service team to discuss potential solutions at hello@lurele.com.

If a customer has extenuating circumstances that prevent them from returning an item within the designated timeframe (30 days from receiving the order), we may choose to make an exception.

Customers are responsible for all shipping costs associated with returns, including any additional customs fees or taxes.

Delivery fees are to be paid according to our local courier fees or shipping party by the customer. Contact customer service for the calculation of delivery fees from your designated area.

Please be sure to pair the item with the correct package and label. Items sent to us by mistake, with the wrong label, or that do not meet our return criteria won't be returned to you or refunded.

Cancellation Policy:

If you would like to cancel an order, we accept cancellations for orders that:

1. Have not yet shipped

2. Method of payment is Cash on Delivery (COD)

3. Within 24 hours of the submission of the order

Orders may not be canceled if they have been paid for by card.

Customers must contact us as soon as possible to initiate the cancellation process.

Legal Disclaimer:

Lurele Luxury monitors return activity for abuse and reserves the right to limit returns or exchanges at Lurele Luxury in all instances. Lurele Luxury Golden points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Lurele Luxury’s discretion. If a return is not approved by Lurele Luxury for any reason, the item may not be returned to you. We may ask you for a driver’s license or government ID to verify your identity.

Contact Us:

We are here to assist you and ensure your satisfaction with your shopping experience at Lurele Luxury.

If you have any questions about our refund and return policy, please contact us at hello@lurele.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lurele.com.

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Refund policy

Refund policy

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