At LuxenLavis, customer satisfaction and product authenticity are our top priorities. To ensure hygiene, safety, and privacy, we follow a closed-box delivery policy for all orders.
Please read our policy carefully before making a purchase.
📦 Closed Box Delivery Policy
All products are delivered in sealed packaging to prevent tampering and ensure authenticity. For this reason, opened or used products are generally not eligible for return or refund.
✅ Eligible for Replacement / Refund
You may request a replacement or refund only if:
- You receive a damaged, defective, or incorrect product
- The issue is reported within 3 days of receiving the order
- You provide clear photo or video proof of the issue immediately after opening the package
Our Customer Support Team will review your request and consult with management to determine whether a replacement or payment adjustment will be provided.
❌ Not Eligible for Return or Refund
For hygiene and safety reasons, we do not accept returns or refunds if:
- The product has been used, swatched, or tested
- The product is liquid or semi-liquid and has been opened
- The seal or packaging has been broken or damaged
- You change your mind after purchase
- You dislike the smell, texture, color, or design
- The product does not suit your skin
Once purchased, products cannot be returned or exchanged under these circumstances.
🔁 Wrong Product Ordered
If you mistakenly place an order for the wrong product:
- An exchange may be possible, depending on the product type and management approval
- Return and re-shipping costs must be covered by the customer
📄 Return Requirements
For any approved return or exchange, you must provide:
- Original invoice
- Original product packaging
- Any intact seals, boxes, or accessories (if applicable)
Returns without proper documentation or packaging may be rejected.
🚚 Return Process & Shipping Costs
- If your return request is approved, our Customer Service team may arrange a free pick-up (*conditions apply)
- Customers outside Dhaka must return the product via Pathao Courier Service
- If the return is validated, courier costs will be refunded
- If the claim is invalid, the customer must keep the product and bear all return and shipping costs
📞 Need Assistance?
For further support, please contact us:
Hotline: 01764710537
Email: officiallavisbd@gmail.com
✨ LuxenLavis is committed to transparency, fairness, and customer care. Thank you for trusting us with your skincare needs.