Refund policy
1. Conditions for exercising the right to withdraw
The Customer has the right to rethink his purchase and return the purchased items without having to specify a reason.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, therefore unused, with tags and seals not removed, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at luciamagnanishop@gmail.com, indicating in the object of the mail “item return” and, in the text of the email, the description of the products to be returned and the reference order number.
When we receive your email, we will send you a return shipping label, which must be included in the return package, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We also point out that the shipping costs for returns are at your expense, while the shipping costs you originally incurred for delivery will be refunded to you, unless you have expressly chosen a type of delivery other than the least expensive type of delivery we offer. In the latter case, the additional costs will not be reimbursed.
You can always contact us for any return question at luciamagnanishop@gmail.com
2. Exceptions / non-returnable items
Certain types of items cannot be returned according to the provisions of article 1, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and sealed products that are not suitable for return for hygienic reasons or related to health protection and have been opened after delivery (such as cosmetic products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item, by sending an e-mail to store.london@luciamagnaniskincare.com
Unfortunately, we cannot accept returns on sale items, items bought through official discount codes or gift cards.
3. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
4. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
5. Damages and issues
Please inspect your order upon reception and contact us immediately by email at luciamagnanishop@gmail.com. if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We may ask you for information to evaluate the issue and we will tell you the procedure to follow for the return of the defective, damaged or wrong item.
Once we have received the products, we will verify that these products are actually defective, damaged or wrong with respect to the order. If this verification is positive, we will replace the product and send it to you as soon as possible and in any case within 15 days from receipt of the products.
Shipping costs will be entirely at our expense.
In the different case in which, after examining the returned products, we believe that the products cannot be considered defective, damaged or wrong with respect to the order, we will notify you and we will return the products to you, with a charge for shipping costs, done without prejudice to your right of withdrawal where the conditions still exist.