Refund policy
Returns and Refunds Policy
- About returns
We do not accept returns or exchanges for customer reasons, except where there is a defect, damage, an incorrect delivery or any other cause attributable to us.
If you wish to return an item, please contact the official Luxora LINE account within 3 days of the delivery date.
When you contact us, please tell us the following.
- Your order number
- Your name
- The reason for the return
Returned items sent without contacting us in advance cannot be accepted.
Return shipping costs are paid by the customer.
However, if the product is defective, we pay the shipping cost.
Bank transfer fees and other costs incurred when a refund is made are also paid by the customer.
- Returns cannot be accepted in the following cases
We cannot accept a return or refund in the following cases.
- The item has been soiled or damaged through the customer's own responsibility
- Customer reasons such as "it is different from the image" or "I no longer need it"
Please check the product details carefully before buying, and contact us beforehand if you have any questions.
- About defective products
We take every care over product quality, but in the unlikely event that an item is defective, we will exchange it for a sound item in accordance with our inspection standards.
If no exchange item is in stock, we will refund the price of the product to the account you specify.
Shipping costs for an exchange due to an initial defect are paid by us.
- If an item is missing or differs from your order
In the unlikely event that an item differs from your order, or that an item is missing, we will resend or exchange it for the correct item as ordered.
Shipping costs arising from the exchange or resending are paid by us.
However, in the following cases we may be unable to help, or may ask you to pay the shipping cost.
- More than 7 days have passed since the item arrived
- Scratches or damage caused by the customer are confirmed
- Cancelling a subscription delivery
If you wish to cancel a subscription delivery, please contact us at least 2 days before your next billing date
through the official Luxora LINE account.
Once preparation of the next shipment has begun we may be unable to accept a cancellation, so please contact us with time to spare.
- Special terms for Luxora Pass and subscription plans
- Once a Luxora Pass order is complete, no cancellation or refund for customer reasons can be accepted, even before the medical consultation or before you receive the medication.
- For subscription plans with a minimum number of deliveries, such as "2 deliveries required", you cannot cancel part-way through or receive a refund until payment for the stated number of deliveries is complete. The charge for the second delivery arises even if you have not received the first.
- If you wish to cancel a subscription plan (after the stated number of deliveries is complete), please contact us through the official LINE account at least 2 days before your next billing date.
