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.

Returns Process for USA customers
  • To make a return, please lodge your request by emailing shop@lusana.online with the subject title "Return Request Order [Order Number]"
  • Following submission of your return request, please return the item to our specified warehouse address. 

  • You are responsible for the returned order until it reaches our facility. Any shipping charges incurred during the returns process are your responsibility. We recommend using a tracked and insured service; there is no compensation for lost packages.

  • Lusana deducts a USD$12.00 restocking fee from the total original amount per returned item. 

  • Shipping fees are not refundable. 

  • The customer has up to 7 calendar days to ship the package. Thereafter, the return will not be accepted. 

  • 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 a refund or exchanged for a different item.
Returns Process for Australia customers
  • To make a return, please lodge your request by emailing shop@lusana.online with the subject title "Return Request Order [Order Number]".
  • Following submission of your return request, Lusana will issue a prepaid return label. 

  • To accomodate for return shipping and restocking Lusana deducts AUD$15.00 from the total original amount per returned item.

  • Shipping fees are not refundable. 

  • The customer has up to 7 calendar days to ship the package. Thereafter, the return will not be accepted. 
  • 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 a refund or exchanged for a different item.

  • 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.

Returns Process for non-Australia and USA Customers

    For customers not based in Australia or the USA you will be responsible for paying for your own shipping costs for returning your item except in the case of faulty goods.

    Shipping costs are non​-refundable except in the case of faulty goods.

    Refund Process

    Once your return has arrived at our facility, please allow up to 10 business days for the refund to be processed. 

    Giveaway Redemption

    All giveaway gift cards are to be redeemed for full priced items only and cannot be redeemed on any markdown items. 

    Last Updated: 13 September 2024