Returns, Exchanges & Refunds

Returns, Exchanges and Refund Policy

If you would like to return any of the items you have received, Lusana offers a 14-day return policy for refund to the original payment method or store credit. This is valid from the day that you received your parcel.

• Following submission of your return request, Lusana will issue a prepaid return label. 
  
  
• To accomodate for return shipping and restocking Lusana deducts $12.00 from the total original amount.
  
  
• The merchandise must be returned in the EXACT condition, with the returns tag still assigned, in order to receive a refund or credit. Products returned that are not in exact condition as shipped will be returned to sender. Products returned that feature deodorant marks, make-up residue, heavy perfume or pet hair will be automatically returned back to sender.

• Items listed on SALE are final sale items and are not eligible to be returned for refund.
  
  
• All accessories are final sale and not eligible to be returned for refund unless faulty or damaged. 

LUSANA monitors account activity and reserves the right to refuse transactions, and/or close accounts based on order or returns behavior. 

LUSANA reserves the right to deny credits if the merchandise returned does not meet our return policy requirements.

Return Process

To make a return, please lodge your request by emailing shop@lusana.online with the subject title "Return Request Order [Order Number]".

Once your return has been approved a prepaid return label will be issued. Please drop-off the parcel at any nearest USPS, UPS or FedEx facility wherever you are located.

Once your return has arrived at our facility, please allow up to 5 business days for the refund to be processed. Lusana will issue a tracking number to monitor the progress of your return shipment.

Last Updated: 12 July 2023