Return and refund policy
🧴 Our 30-Day "We'll Make It Right" Guarantee
✅ Money Back Guarantee for 30 days.
✅ Not completely happy? Contact us and we'll make it right
Our foundation is engineered with an exclusive, state-of-the-art adaptive micro-capsule technology designed to respond dynamically upon application; specifically, the moment the dispenser is depressed, a sophisticated activation sequence is triggered allowing the particles to effectively merge with your unique skin tone, a delicate reaction that is fundamental to the product's color-changing efficacy but also renders the formula strictly non-reversible once initiated. In light of this, and to absolutely guarantee that every item maintains its structural integrity and original state for all our customers, we must respectfully inform you that we are unable to accommodate return requests for any products where the pump mechanism has been pressed or engaged, as this action signifies the permanent activation of the formula.
If our foundation doesn't live up to your expectations:
- Email info@luxeresearchlab.com within 30 days of delivery
- Tell us what didn't work and share a quick photo of the product
- Our team will work with you to make it right
We might offer:
- Tips to optimize your results (sometimes it's just application technique)
- A replacement if something was off with your bottle
- A full refund if it genuinely isn't for you
- Or another solution that leaves you happy
Why we do it this way:
Because we're confident in our pH-reactive technology, and we've found that when customers reach out, we can usually help them get amazing results. But if we can't? We'll absolutely make sure you don't lose money.
📩 How to Request Help
Email us at info@luxeresearchlab.com with:
- Your order number
- What didn't work (color match? texture? oxidation?)
- A photo of the product (helps us troubleshoot or verify the issue)
We typically respond within 24 hours with a solution.
💸 Refund, Return & 100% Satisfaction Guarantee
At Luxe Research, we strive for your satisfaction with our high-quality products. We have two important policies that support this:
1. 100% Money back Guarantee, that covers trying our products (within first 14 days) for the first time and;
2. A reassuring, and industry leading 30-day money back policy, for any other issues experienced with your purchase.
Please review our return and refunds policies below for details on how to use these.
If I have a problem - How to initiate a refund/return?
With either of the 2 policies you will need to contact us to let us know about your dissatisfaction.
Here you can follow the simple instructions to register the important details we require to initiate a refund, credit, exchange or return (if deemed necessary).
Have to hand your: Order number, email address used on the order, any photographic evidence, details of the issue.
The fastest and most effective way to do this is by emailing our Customer Support Team at:
info@luxeresearchlab.com
Please include the following information so we can assist you efficiently:
-
Your order number
-
The email address used for the order
-
A brief explanation of the issue
-
Photographic evidence of the product (when applicable)
We aim to respond within 24 hours (Monday–Friday). If you do not hear back within this time, please check your spam or promotions folder.
Important things to note
1. We do not have a Returns Form, although some unrelated websites offer an incorrect return address/form - do not use these. If we need you to return the products/order we will give you clear instructions.
2. DO NOT send anything back to us, without PRIOR discussion/agreement via Help, Chat or email, as this will affect your successful refund/exchange.
3. Items purchased through our Website/App cannot be returned to a store. Likewise, We are unable to accept returns on products not purchased online in LuxeResearchLab.com. We are unable to assist with items purchased through third-party retailers.
Our Satisfaction Guarantee
If after using our product you feel it does not meet your expectations for any reason, please contact us and we will work with you to make it right. You will be refunded in full! (*see T&C’s for details).
We can also exchange your order for something of the same value that could be a better fit. Most of the time you won’t even need to send the product back to us! We only ask that you give us reasons and, if possible, pictures or videos, to let us know what was the problem. We want to keep improving our products and your feedback helps us on this mission!
In some cases however, we may ask you to return the product to us (e.g. factory defect for example, or if you have bought several items of the same product). This will depend on the reason
for your refund request, your location and the value of your purchase, but a customer support member will confirm during your communication.
If we require you to return the product(s), you will need to do some things in order to ensure your product refund:
1. Follow the process detailed above to contact us at Customer Support.
2. For damaged, faulty or incorrect products. As part of this process provide us with clear pictures of the item, the product packaging and the shipping box from each angle (so we can see any damage, expiry date, LOT number, shades, product names etc) before your request can be processed.
3. For multiples of the same product. Returned items will go through an inspection for quality and hygiene reasons. Multiple items bought on the same order will need to be returned unopened and unused. Items that appear opened, used, or with damaged packaging will not pass inspection and will have to be safely discarded without refund. This is to ensure the safety of all our customers. We never sell 2nd hand products.
Our foundation is formulated with advanced adaptive technology that activates upon first use. Once the pump mechanism is pressed, the formula is permanently activated and cannot be returned to its original state.
For hygiene, safety, and quality control reasons, this means products are not suitable for traditional returns.
That said, your satisfaction remains our priority.
Depending on the nature of your request, we may offer:
-
Personalized guidance or application tips to improve results
-
A replacement product if there is a defect or issue
-
A full or partial refund where appropriate
-
An alternative solution to ensure you are satisfied with your experience
When we may request additional information
In certain cases, such as damaged, faulty, or incorrect items, we may ask you to provide:
-
Clear photos of the product
-
The product packaging
-
The shipping box (if relevant)
This helps us investigate the issue and continuously improve our products and quality control.
Refund Terms & Conditions
1. The refund request must be initiated within 14 days of receiving the product. Any requests made beyond this period will not be eligible for a refund under this policy.
2. This policy applies only to our cosmetics products. Any accessories and tools we offer in our store are not included in this offer. These items are covered by our industry leading 30 day (from receiving the product) money back guarantee.
3. This 100% Guarantee offer does not apply to bundles or multi-packs. Its to support you trying our products out with confidence. So don’t buy more than 1 of the same product if you are trailing it.
4. We want you to be able to try our cosmetics without worrying whether the product is right for you! This is why this is a one-time offer for customers trying our products for the first time. It cannot be applied to any customers ordering the same product again.
5. Refunds will be issued to the original form of payment used for the purchase. It can take up to 14 days from the date of accepting your refund request by our Customer Service Team to process the refund.
6. If you used a discount or promotion on your purchase, your refund will be calculated based on the discounted price you paid, not the base price of the product without the discount.
7. If your order qualifies for free shipping, but after your product refund this brings the total cost of the order to under the free shipping qualifier, then the cost of shipping will be deducted from your refund. This is due to our third-party distribution policy. We are unable to recover that fee from our partners.
8. Free gifts are not eligible for this policy. Including Buy One Get One, and Checkout gift with purchase promotions.
9. Engraved or personalized items are not eligible for refund or turn unless faulty once opened.
10. Any misuse or abuse of this policy will result in forfeiture of the refund eligibility.
For non-makeup products, our standard return policy applies.
We can only accept, returns for unused cosmetics with unopened packaging. We would encourage you to share any unwanted products with friends or family, who may have a different experience with the product. We also believe in sustainability and want to reduce the carbon footprint of our products, so on most occasions it is not necessary to return products
DO NOT RETURN PRODUCTS UNLESS YOU HAVE OBTAINED AN RETURNS AUTHORIZATION CODE. If you return products to us BEFORE speaking to
customer support to obtain a returns label and returns authorization code, then your refund or replacement cannot be processed. As all returns must be processed with returns authorization codes at our warehouse.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us at info@luxeresearchlab.com within 7 days of delivery and include photographic evidence.
In these cases, we will arrange a replacement or refund as appropriate. Returned items are generally not required unless specifically requested by our support team.
Disclaimer
Luxe Research Lab reserves the right to amend this policy at any time without prior notice. Any changes will take effect immediately upon publication on our website. By making a purchase on our website, you agree to the terms outlined in this policy.
❓ Questions?
Email info@luxeresearchlab.com
Real humans. Real help. Usually within 24 hours.
Because beautiful skin shouldn't come with buyer's remorse.