Refund policy

Return, Exchange & Cancellation Policy

At Lush, we take pride in creating fresh, handmade, and cruelty-free cosmetics. We want you to love every product you purchase with us. In case you are not fully satisfied, please review our return and exchange guidelines below:

  • 1. Eligibility for Returns/Exchanges (damaged, defective, or incorrect product)
  • To be notified within 48-72 hours
  • Replacement and exchange will be delivered within in 7days
  • Condition of Products: Products must be unused, unopened, and in original packaging with labels intact.
  • Images/videos to support the complaint with Batch details clearly visible, without which we cannot process the request
  • All products to be exchanged must be sent back to us packed in the same packaging as it was received in and physically accompanied in the reverse pick-up by the original receipt and a document that states the following:
    • Address of dispatch
    • Name & Address of the customer
    • Order number/Invoice Number
    • Order date/Invoice Date
    • Contents of the package

 

  • We will arrange a reverse pick-up and issue either:
    • A replacement of the same product,
  • If the desired product is out of stock, a refund will be processed instead.

3. Refund Process

  • Prepaid Orders: Refund will be credited to the original payment method within 15 working days after quality check.
  • Cash on Delivery Orders: Refunds will be processed via bank transfer or Lush Credit (details required at the time of return initiation). after quality check.
  • Partial Returns: If part of a bundle or set is returned, refunds will be adjusted proportionally. after quality check.

5. Return Logistics

  • Reverse Pick-up: Available from serviceable pin codes

6. Special Notes

  • All returns are subject to inspection and quality check at our warehouse.
  • Lush reserves the right to approve/refuse returns that do not meet policy requirements.
  • Policy applies only to orders placed via the official Lush India online website. Purchases from retail stores or third-party platforms must follow respective platform policies.

 

Cancellation Policy

If you wish to cancel your order, you can do so by sending us an email on customercare@lush.in within 24 hours of placing the order. You can also call our Customer Care on 080-62182160 (Timings: 10:00 am - 06:00 pm IST), (Monday to Friday) within 24 hours of placing the order. Once orders have been dispatched, they cannot be cancelled. In case of cancellation of the order within the timeline, refunded to the cardholder and credited through the same payment instrument within 15 working days or as per the Bank’s guidelines.

COD Policy

1.      Refund Timelines

  • COD Orders: Refunds will be processed via bank transfer or Lush credit after verification.

2. Cash on Delivery (COD) Policy

COD Availability

  • COD is available on orders across most serviceable pin codes in India.

COD Order Limits

  • ‘Cash on Delivery’ on orders above INR 2,999/- only.

COD Verification

  • To ensure genuine orders, Lush reserves the right to:
    • Verify COD orders via call/SMS/email.
    • Cancel unverified or suspicious orders.

Returns & Refunds for COD Orders

  • If a COD order is returned (eligible case):
    • Refund will be made via NEFT/IMPS bank transfer or Lush credit.
    • Cash refunds are not permitted under RBI guidelines.

COD Abuse Prevention

  • Customers with repeated COD rejections may be restricted from using COD in the future.
  • Lush reserves the right to withdraw COD facility for specific pin codes or customers.

3. Special Notes

  • All returns undergo quality inspection before refunds/exchanges.
  • Policy applies only to purchases made via the Lush.in.
  • Orders placed on third party platforms must follow their respective return policies.