Refund policy

Refund & Return Policy

Last updated: May 26, 2025

At Luelix, your satisfaction is important to us. Because our products are custom made-to-order, we handle returns and refunds differently than traditional stores.

Return Window

We accept return or refund requests within 30 days of your delivery date. Items must be in their original condition, unused, and in original packaging. We do not accept returns on custom, personalized, or sale items.

Return Authorization Required

All returns must be pre-approved before sending any items back. Please email us at hello@luelix.com or call +1 361-271-0833 with your order number and reason for return to request authorization. Returns sent without prior approval will not be accepted.

Customers are responsible for all return shipping costs unless the item received was defective, damaged, or incorrect. We recommend using a trackable shipping method, as we are not responsible for items lost in transit on the way back to us.

Non-Returnable Items

We cannot accept returns on personalized orders, gift cards, items marked Final Sale, or opened/used skincare and personal care items (for hygiene reasons). Please note that individual skincare results may vary — we are unable to accept returns based on personal preference or expected results once a product has been opened and used.

Order Issues or Damaged Items

Please inspect your order upon arrival. If you receive a defective, damaged, or incorrect item, contact us within 7 days of delivery at hello@luelix.com with your order number and a clear photo of the issue so we can make it right.

Please note: We are not responsible for packages lost or stolen after carrier delivery confirmation. If your order is marked as "Delivered" but cannot be located, please contact the carrier directly for assistance. We are happy to help initiate a carrier trace if needed.

Subscription Orders

Subscription orders are subject to the same return and refund policy as one-time purchases. To avoid being charged for an upcoming subscription order, cancellation or modification requests must be submitted at least 48 hours before your next scheduled billing date. Orders that have already been processed and fulfilled cannot be cancelled or refunded.

Exchanges & Remakes

We do not offer direct exchanges. If your item is eligible, we may remake the item or issue store credit. Contact us at hello@luelix.com with your request.

Discount Codes & Promotions

Promotional codes must be entered at the time of checkout to be valid. They cannot be applied to past purchases, combined with other discounts, or redeemed for cash value. Each promotion may have an expiration date or usage limit.

Refunds

Once your return is approved, refunds will be processed back to your original payment method within 7–10 business days. If you have not received a refund after 15 business days, please contact your bank or payment provider.

Questions?

Contact us anytime at: hello@luelix.com