Refund policy

We offer a 30-day return window for all beauty tool purchases. This policy allows you to submit a return request within 30 calendar days from the date you receive your order.

To qualify for a return, your beauty tools must be brand new, unused, unaltered, and free of any signs of wear, dirt, or residue. All original accessories, tags, and factory packaging must be intact and unopened. You are also required to provide valid purchase receipts or order confirmation proof to complete your return application.

To initiate a return request, please reach out to our customer support team at support@lucalife.shop. All approved returns must be shipped back to our designated return address: 45 Hardinge Road, Hawke''s Bay 4110, New Zealand. We will not accept any returned packages that are sent back without prior official return authorization.

Once your return application is reviewed and approved, we will send you a pre-paid return shipping label along with detailed shipping guidelines, including package preparation standards and delivery instructions. Please strictly follow the guidelines to ensure smooth return processing. Feel free to contact our support team anytime if you have any questions regarding return procedures.

Damaged, Defective or Incorrect Items

Kindly inspect your beauty tool order thoroughly upon delivery. If you receive defective, damaged, faulty items or incorrect products, please contact us immediately with clear photos or videos of the issue. Our team will assess the problem promptly and provide targeted solutions including replacement, partial refund or full refund according to the actual situation.

Non-Returnable Items & Exceptions

Due to hygiene and product safety regulations specific to beauty tools, certain items are non-returnable and non-refundable to protect consumer health and product quality.

The following items are excluded from our return policy: opened, used or sanitized beauty tools, personal hygiene beauty accessories, final clearance sale items, discounted promotional products, and custom personalized beauty tool orders. Additionally, gift cards purchased from our store cannot be returned or exchanged for cash.

If you are unsure whether your product is eligible for return, please contact our support team for confirmation before submitting a request.

Exchanges

The most efficient way to get your desired beauty tool product is to complete the return process for your current item first. Once your return is received, inspected and approved, you may place a new separate order for your preferred product, style or specification. We prioritize processing verified exchange-related returns to shorten your waiting time.

European Union 14-Day Cooling-Off Period

For all orders shipped to European Union countries, customers enjoy a statutory 14-day cooling-off period. Within 14 days of receiving your goods, you have the right to cancel your order or return the products for any reason without providing additional justification.

This clause is subject to the same product condition requirements: items must be unused, unopened, with complete original packaging and tags, and accompanied by valid purchase proof. Hygiene-restricted non-returnable items mentioned above still apply to EU orders.

Refund Processing

After we receive and fully inspect your returned beauty tools, we will send you an official email notification to inform you of the refund approval result.

For approved refunds, the funds will be automatically returned to your original payment method within 10 business days. Please note that banks and credit card issuers may require additional processing time to post the refund to your account, which is beyond our control.

If you do not receive your refund more than 15 business days after our approval notification, please contact our support team at support@lucalife.shop for follow-up investigation.