Refund policy

 60-Day Home Trial

You have 60 days from the delivery date to try Luscent at home and initiate a return if your purchase isn't quite right for you.

Order Cancellations & Address Details

We process orders quickly to get them to you as soon as possible. Because of this, once an order has been dispatched, we are unable to cancel or amend it. If you wish to return an order that has already shipped, you will simply need to follow our standard return process once it arrives.

Please double-check your shipping details at checkout. If an order is returned to us or lost due to an incorrect or incomplete address provided by the customer, original shipping charges are non-refundable and additional fees may apply for reshipment.

How to Start a Return

To initiate a return, use our online return request form. If you cannot use the form, email info@luscentred.com. Our support team will review your request and provide the appropriate return address and instructions if approved. Please do not send items back without prior authorization, as unapproved returns cannot be accepted. Once your return is approved and instructions are provided, the item must be handed over to the courier within 14 days; otherwise, the return authorization will expire.

Return eligibility is assessed based on the circumstances of the request and the condition of the returned item. We may request additional information where needed. Items that do not meet the approved return conditions are not eligible for a return or refund.

Shipping Your Return & Exchanges

Please note that returns are to be made by post, and customers are responsible for obtaining their own return shipping label and covering their own shipping costs for returning items, as well as the shipping costs for any standard exchanges (such as swapping for a different variant). Because we cannot be held liable for return packages that are lost or damaged in transit, we highly recommend using a trackable shipping service or purchasing shipping insurance. Keeping your tracking number and postage receipt will help ensure your return can be monitored until it safely reaches our facility.

Transit Damage & Out-of-the-Box Faults

If your item experiences transit damage or arrives with an out-of-the-box fault (e.g., delivered broken, defective, or incorrect), please notify us within 7 days of delivery. Contact info@luscentred.com and our team will review the issue and provide the appropriate next steps. Approved replacements or exchanges are subject to stock availability, and we will cover the associated replacement shipping costs. Please note that this 7-day reporting window applies specifically to transit damage and delivery errors; long-term manufacturing defects are handled separately in accordance with your statutory consumer guarantees.

Refund Processing

For an approved return, a restocking fee of up to 20% may apply. Any applicable fee is calculated on the amount paid for the returned product after discounts, with the original retail price excluded from the calculation. Free bonuses included with your order may be kept, with no deduction made for unreturned digital or physical bonuses. The final refund will be issued to your original method of payment within 10 days of the returned item reaching our facility. Please allow additional time for the funds to officially post to your account, as processing times can vary depending on your bank or credit card provider. Original shipping charges are non-refundable unless the return is for a verified fault, transit damage, or an incorrect item. Any applicable customs duties or taxes are non-refundable. Any ineligible returns sent to our facility cannot be refunded and will only be shipped back to the customer at the customer's expense.

2-Year Device Warranty

Your Luscent device is covered by a 2-year warranty from the delivery date against verified manufacturing defects under normal use. Warranty claims are subject to review and verification.