Refund policy

LushLips Return & Refund Policy

We stand behind the quality and formulation of our products. However, if you are not entirely satisfied with your purchase, we are here to help.

Our strictly enforced return window lasts 14 days from the date your tracking number marks the package as "Delivered." If 14 days have passed since you received your item, we unfortunately cannot offer you a refund or exchange under any circumstances.

1. Eligibility for Returns

To be eligible for a return and protect the integrity of our inventory, your item must meet all of the following criteria:

  • Timeframe: The return request must be submitted within 14 days of the delivery date.

  • Condition: The item must be completely unused, unaltered, and in the exact same condition that you received it.

  • Packaging: It must be returned in its original, undamaged packaging with all accessories, tubes, and protective safety seals entirely intact.

  • Proof of Purchase: A receipt, order number, or valid proof of purchase is required.

2. The Hygiene & Personal Care Clause (Strictly Enforced)

Due to the nature of our products (cosmetics and lip care), strict hygiene protocols apply. For health, safety, and sanitary reasons, we do not offer refunds on items that have been opened, unsealed, swatched, or applied to the lips or skin.

If a returned item shows any signs of use, broken safety seals, makeup residue, fingerprints, or cosmetic blemishes, the return will be unequivocally rejected. The item will be disposed of for sanitary reasons, and no refund will be issued.

3. Non-Returnable Items

The following items cannot be returned:

  • Products marked as "Final Sale" or purchased during a clearance event.

  • Gift cards.

  • Items heavily damaged or altered after delivery.

4. How to Initiate a Return

Do not send your purchase back to the manufacturer or the address on the shipping label without prior authorization. To start a return, you must follow these steps:

  • Email our support team at [Insert Your Support Email Here] with the subject line: Return Request - Order #[Your Order Number].

  • Include a brief explanation for the return and attach clear photos of the product and its packaging (specifically showing the intact safety seals) to prove its unopened and unused condition.

  • If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and the exact shipping address for our returns facility.

Note: Returns sent to us without prior authorization and an RMA number will not be processed, returned to you, or refunded.

5. Return Shipping Costs

The customer is 100% responsible for paying all shipping costs associated with returning the item. Original shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your total refund amount.

If you are shipping an item over £50/$50, you must use a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item, and we are not liable for returns lost in transit.

6. Damaged or Defective Items

We meticulously inspect our products, but if your cosmetic product arrives defective or damaged during transit, we will replace it at no extra cost to you.

  • You must notify us at [Insert Your Support Email Here] within 48 hours of delivery.

  • You must include video or photographic evidence of the defect or shipping damage.

  • Once verified, we will send a replacement immediately. We do not offer full refunds for items damaged in transit; we offer direct replacements.

7. The Refund Process

Once your return is received and inspected at our facility, 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 based on the strict hygiene and condition inspection.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days, depending on your bank's processing times.