Shipping & Returns

If my refund gets validated, how and when will I get reimbursed?

The refund process begins after we have completed the Quality Check on your returned product. The quality check process may take 1 to 2 days from the date we receive the returned item. We will notify you of the result as soon as the quality check is complete.

As a refund, you can either claim a store credit Refund Voucher of the amount you had paid for your returned item or you could ask for a complete cash refund. In case of a store credit voucher, you can use the store credit voucher for a new purchase on the website subtracting that amount from the new total. In case of a cash refund, the refund based on the amount will either be refunded via an online bank transfer into your bank account or via a cheque mailed to your address.

In the case of credit card payments, a refund can either be claimed as a store credit Refund Voucher or via transaction reversal.

Reimbursed time frame post quality check:

What is a Refund Voucher?

A Refund Voucher is a return mechanism of equal worth to the value paid for the item that you have returned.

You can use a Refund Voucher at checkout to discount the amount of the voucher from your next purchase. This Refund Voucher can be used on multiple purchases (if the purchase value is less than the amount of the refund voucher) until your refund voucher balance amount is Rs. 0.

A refund voucher is valid for 90 days you need to use your voucher during this period, post which the voucher will expire and cannot be used.

How do I use my Refund Voucher?

If you have been issued a Refund Voucher, you will receive a discount voucher code via email.

Please enter this code in the discount code box and click “Apply Code” during checkout at the payment step. A corresponding deduction will be applied to your total amount.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item. Please make sure you are available at the corresponded time to accept the item at your doorstep. Failure to deliver will result in us holding your item for a 30 day period which you can collect yourself from our office.

I have bought an item on promotion or with a Discount Code. What amount will you refund me?

For items purchased on sale, if a refund is allowed on the sale item, the amount refunded will be the exact amount paid for the item, and not its original value.

For example: If you purchased an item on sale for Rs. 500 and its original value was Rs. 1000, we will refund you Rs. 500 only.

If you purchased an item with a Refund voucher, we will refund you the sum of the amount you paid (including the amount of the refund voucher used).

Please read through our Return Policy on this page to understand our return procedures and make sure your item is eligible for return.

You will have 3 days after an item is delivered to you to notify us that you want to return the item. This means if your item was delivered e.g. on the 5th of the month, you have till the 12th to initiate a return. If the item you wish to return meets the criteria mentioned below, your return can be initiated by calling our helpline at (0092)-333-1133LUSH (5874) which is available 24/7

Returning an item is simple, just follow the steps mentioned below:

• • Check if your product meets all requirements
• • Call the LushCollections helpline and request a return
• • Fill out the return form
• • Pack items and attach the return label
• • Arrange product pick up or drop off
• • Your returned item will be Quality Checked

If validated and Quality Check passes, you will be refunded for the item

What are the conditions for returning an item and what is the procedure?

Your item cannot be returned if it belongs to one of the following restricted categories. (These categories are restricted from returns owing to certain business, health or hygiene reasons).

• • Cosmetics
• • Sunglasses
• • Skin-care or hair-care products
• • Innerwear or Swimwear
• • Perfumes and Fragrances
• • Custom or Made to Order products
• • Imported On Order products
• • Certain Sale products

If you bought a General Merchandise or Electronic item (anything other than a Fashion or Beauty product), please refer to the requirements stated in the chart below.

All Fashion and Beauty products that are not in one of the above-restricted categories, can be returned for any reason, provided they meet the requirements stated in the chart below.

How to Request a Return?

You can request to initiate a return by contacting our helpline at (0092)-333-133LUSH (5874) or [email protected] to confirm that your product is eligible for return. We will explain to you the return procedure, and We will explain to you the return procedure and confirm the nearest service provider location where you can drop off the product. or confirm the nearest service provider location where you can drop off the product.

Please be prepared to give the following pieces of information:

• Your order number.
• The reason for the return.
• The method of refund that you would like and the necessary information associated (bank account number, etc.)

Can I request a replacement rather than a refund?

If you prefer to replace your product, just let our Customer Service executive know your choice and we will call you as soon as your initial product has been received, and we have looked into the availability of the replacement product. If you choose a refund voucher, you can use it to buy a similar product or a different product on LushCollections yourself using the amount originally paid for the returned item.

If my returned product is not validated for return, how am I informed?

If your return does not meet the Quality Check criteria, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note: We will make 2 attempts to return the product to you. Please make sure to be available for scheduled delivery.