Return, Refund & Exchange Policy

1. Customer Protection & Satisfaction

At Lujain Beauty International Trading, we are committed to providing a secure, transparent, and reliable shopping experience from the moment an order is placed until it is delivered.

We understand that international shopping requires a high level of trust. For this reason, we strive to protect our customers and provide practical solutions for situations involving damaged, defective, incorrect, or otherwise non-conforming products.

The customer protection period under this policy is 30 days from the date of delivery, unless a different period is required by applicable law or specified for a particular product.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, visibly compromised, leaking, defective, or contains an item different from what you ordered, please contact our customer service team as soon as possible so that we can review the matter and determine the appropriate solution.

For confirmed cases attributable to shipping damage or an error on our part, we may provide one of the following solutions without charging you for the return or replacement shipping associated with the confirmed issue:

🔄 Option 1: Full Refund

• How to submit a request: Contact our customer service team through WhatsApp or email and provide clear photographs or a short video showing the condition of the product or the incorrect item received.

• Processing: Once the case has been reviewed and the refund has been approved, the eligible amount will be refunded without deductions related to the confirmed damaged or incorrectly supplied product.

• Refund confirmation: Once the refund has been processed on our side, confirmation may be sent to you by email or WhatsApp where available.

• Refund processing time: Additional time may be required for the refunded amount to appear on the original payment card or account. The timing depends on your bank or payment service provider.

📦 Option 2: Free Replacement or Reshipment

If the damaged or incorrect product qualifies for replacement, you may request a replacement shipment.

• How to request a replacement: Send clear photographs or a video demonstrating the issue to our customer support team.

• Processing: After the case has been reviewed and approved, we will arrange for the replacement product to be shipped using an available delivery service.

• Shipping costs: Customers will not be charged for replacement shipping when the replacement is required because of confirmed shipping damage or an incorrect product sent by us.

• Tracking: Where tracking is available, a new tracking number will be provided after the replacement shipment has been dispatched.

International carriers such as DHL, Aramex, or another suitable carrier, may be used depending on the destination and available shipping options.

3. Voluntary Returns & Eligible Products

Due to the health, hygiene, and personal-care nature of many of the products we offer, voluntary returns are subject to specific conditions designed to protect product quality and customer safety.

To qualify for a voluntary return, a product must generally be:

• Unopened.

• Unused.

• In its original packaging.

• Retained with its original security seals and protective packaging.

• In a condition suitable for resale.

• Complete with any accessories or components originally supplied with the product, where applicable.

Products that have been opened, used, unsealed, or removed from their original protective packaging generally cannot be accepted for voluntary return due to health, safety, and hygiene considerations.

This restriction does not affect cases involving products that are defective, damaged, or incorrectly supplied, subject to verification.

International Return Shipping Costs

For voluntary returns resulting from a change of mind or a decision not to keep the product, the customer is responsible for the international return shipping costs and any associated return-related charges, unless otherwise required by applicable law.

Because international shipping, customs clearance, and handling costs vary significantly between countries, customers should contact our support team before sending any product back to us to obtain the appropriate return instructions.

4. Order Cancellation Window

Because orders may enter automated fulfillment and shipping processes shortly after being placed, the ability to cancel or modify an order is time-sensitive.

You may request cancellation or modification within the first two hours after placing the order, provided that the order has not already entered the fulfillment or shipping process.

Once order preparation has started or the package has been handed over to a shipping carrier, cancellation or modification may no longer be possible.

In such circumstances, the return and refund procedures described in this policy may apply depending on the condition of the order, the nature of the product, and applicable laws.

5. How to Submit a Return or Refund Request

To help us process your request efficiently, please provide the following information whenever possible:

• Your order number.

• The name used when placing the order.

• A clear description of the issue.

• Clear photographs of the product and packaging when reporting damage or an incorrect item.

• A video where necessary to demonstrate the issue more clearly.

• Any additional information that may assist our team in reviewing the case.

Once your request has been received, our customer service team will review the information and advise you of the applicable resolution and next steps.

6. Customer Support & Case Resolution

If you wish to request a refund, report a damaged or incorrect product, or arrange a replacement, please contact our customer service team through the following channels:

💬 Customer Service WhatsApp:
+90 542 388 45 26

✉️ Email:
info@lujainbeauty.com

Company Address

Lujain Beauty International Trading

ADNAN KAHVECI MAH. 34528, ERENLER CAD. NO:24
BEYLIKDÜZÜ / ISTANBUL – TÜRKİYE

Lujain Beauty International Trading aims to review and resolve customer requests as efficiently and fairly as possible, while taking into account the nature of the product, international shipping requirements, and the laws and regulations applicable in the customer's destination country.