Effective Date: 20 August 2026
We want you to understand the return process before ordering. All sales are final except for eligible returns described below or where your mandatory legal rights apply.
1. The 14-day return period
To request any eligible change-of-mind return, you must email Lushkacosmetics@gmail.com within 14 calendar days after the day your order is delivered. Your email must include:
- your name;
- order number;
- the item you wish to return;
- the reason for the request, if you choose to provide one; and
- photographs where the item is damaged, faulty or incorrect.
We will review the request and, if eligible, send return authorisation and instructions by email. Do not send an item back until the return has been authorised. Sending an item without authorisation may delay processing, but does not limit any right that cannot lawfully be excluded.
After notifying us of a valid cancellation, send the goods back without undue delay and no later than 14 calendar days after the cancellation. A return is not complete until the goods have been received and inspected.
2. Condition required for change-of-mind returns
For a change-of-mind return to be eligible, every item must be:
- unused, unworn and untested;
- unopened and in exactly its original condition;
- returned with every seal, protective covering, label and hygiene strip intact;
- in its complete, undamaged original packaging, with all accessories and gifts included; and
- accompanied by proof of purchase.
Please package returns securely. We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to inspect an item, where the law allows.
3. Items that cannot be returned for a change of mind
Unless faulty or otherwise required by law, we do not accept change-of-mind returns for:
- products that have been opened, used, tested, worn, washed, altered or damaged after delivery;
- sealed products that are not suitable for return for health-protection or hygiene reasons once the seal has been broken;
- personalised, customised or made-to-order goods;
- goods that deteriorate or expire rapidly;
- digital content once supply has begun after any required consent and acknowledgement; or
- gift cards or other non-refundable items clearly identified before purchase, where the law permits.
Sale, promotional and clearance items are final sale unless they meet the unopened-return requirements above and applicable law gives you a cancellation right, or unless they are faulty, damaged or misdescribed.
4. Faulty, damaged, unsafe, misdescribed or incorrect goods
The unopened-condition rule does not apply where it would prevent you from exercising mandatory rights relating to faulty, damaged, unsafe, misdescribed or incorrect goods.
Please email Lushkacosmetics@gmail.com as soon as possible—preferably within 14 days after delivery—with your order number, a description of the issue and clear photographs where practical. Keep the item and packaging until we provide instructions.
Our voluntary 14-day process does not shorten any longer mandatory right or remedy you may have under applicable consumer law.
5. Return shipping
For an accepted change-of-mind return, you are responsible for return shipping costs unless we state otherwise or applicable law requires us to pay. Original delivery charges are handled as required by law; for a valid cancellation, this may include the cost of our least expensive standard delivery option but not any additional cost of express or premium delivery.
If an item is confirmed faulty, damaged, unsafe, misdescribed or incorrect, we will provide or reimburse reasonable return shipping as required by law.
Use a tracked service and keep proof of postage. You are responsible for the item until it reaches us, except to the extent applicable law provides otherwise. Do not send returns cash-on-delivery.
Return address: 68 Nantwich Drive, Edinburgh, Scotland, EH7 6RB. Please obtain return authorisation before sending any item.
6. Inspection and approval
We inspect returned goods before approving a refund. If a change-of-mind return does not meet this Policy—for example, because it is opened, used, missing packaging or sent outside the applicable period—we may refuse the refund or make a lawful deduction. We will contact you about the available options. You may be responsible for the cost of sending an ineligible item back to you.
7. Refunds
Approved refunds are made to the original payment method unless we agree otherwise. We process a refund without undue delay and, where applicable law requires, no later than 14 days after we receive the returned goods or you provide acceptable evidence that they were sent back, whichever occurs first. We may withhold a change-of-mind refund until then where the law permits.
Your bank or payment provider may take additional time to show the refund. Shipping charges, gift wrapping, duties and taxes are refunded only where this Policy or applicable law requires.
8. Exchanges
We do not guarantee direct exchanges. Unless we confirm otherwise, return an eligible unopened item under this Policy and place a new order for the replacement. This does not affect remedies available for faulty or incorrect goods.
9. Order cancellations before dispatch
To request an order cancellation or change before dispatch, email Lushkacosmetics@gmail.com within 24 hours after placing the order. Include your name, order number and the requested change. We process orders quickly and cannot guarantee that we can stop or amend an order, even when the request is made within 24 hours.
If the order has already been dispatched, it cannot be recalled through our order-cancellation process. You must receive the parcel and, if eligible, request an authorised return under the 14-day process above. No refund for a dispatched order will be processed until the returned item has been received and inspected, except where applicable law requires us to refund sooner. This operational rule does not limit any cancellation right that applicable law gives you.
10. Mandatory legal rights
Nothing in this Policy excludes or limits rights that cannot lawfully be excluded. If there is a conflict between this Policy and mandatory consumer law, the mandatory law applies.
11. Contact
Return and refund requests must be authorised through:
Email: Lushkacosmetics@gmail.com
Business: LUSHKACOSMETICS LTD, trading as Lushka
Postal address: 68 Nantwich Drive, Edinburgh, Scotland, EH7 6RB
Website: lushkacosmetics.com
12. Model cancellation form
If you have a legal right to cancel, you may copy and email the following form. You do not have to use this form; any clear statement containing the necessary information is sufficient.
To: LUSHKACOSMETICS LTD, trading as Lushka, 68 Nantwich Drive, Edinburgh, Scotland, EH7 6RB, Lushkacosmetics@gmail.com
I give notice that I cancel my contract for the sale of the following goods:
Ordered on / received on:
Order number:
Customer name:
Customer address:
Date:
