Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Note the following.

  1. Used products cannot be returned: Unfortunately, we cannot accept returns for products that have been used due to hygiene and safety concerns.
  2. No returns for discounted bundle or sale items: We do not accept returns for products that were purchased as part of a discounted bundle, with a discount or on sale.
  3. We offer a replacement on a faulty product. We must be contacted within 7days of receiving the product.  
  4. Returns only for unopened single non discounted products: We offer returns for unopened single products within 30 days of purchase.
  5. Inspection before return processing: Please note that your return is not processed until we inspect the item to ensure that it meets our return policy criteria.
  6. How to initiate a return: If you would like to initiate a return, please contact our customer service team at info@lushandluxehair.co.nz with your order number and reason for return. We will provide you with further instructions on how to proceed. 
  7. When returning, we recommend using a tracked method of return delivery as we are unable to accept responsibility for lost return packages. You will be responsible for paying for your own shipping costs of returning the product.
  8. Refund process: If your return is approved, we will issue a refund for the purchase price of the product (excluding shipping costs) to your original payment method within 5-7 business days.

 

Missing Or Damaged Product

If your product was delivered damaged, please contact us at info@lushandluxehair.co.nz and provide a photo of the damage. On confirmation of the damage, we will arrange for the product to be collected, or we will send you a shipping label to return the item and the damaged product will be replaced.

If your product is missing, please first double check around the property and with your neighbours. secondly, please contact NZ couriers directly at www.couriers.co.nz and provide your tracking number and other information requested.

We cannot send a new product until the original has been confirmed missing, and are unable to assist for damaged and missing products outside the 14 day return policy time frame, and without a photo of the broken or damaged product.

SALE ITEMS  - items purchased on sale or with a discount, these sales are final. These are non refundable.

GIFT CARDS - All gift card sales are final. There are no returns on these.

 

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.