Refund policy
RETURN AND REFUND POLICY
We want you to feel confident ordering from Lustera Naturals. Because our products are handcrafted personal-care items, the following conditions help us protect product quality, hygiene and customer safety.
30-DAY RETURN WINDOW
You may request a return within 30 days of receiving your order.
To qualify for a return, the product must be:
• Unopened, unused and untested
• In its original packaging, with any seals intact
• In resalable condition
• Accompanied by the receipt or other proof of purchase
For hygiene and safety reasons, we cannot accept returns of personal-care products that have been opened, used, tested or had their protective seal removed, except where the product is defective, damaged or incorrect.
STARTING A RETURN
To request a return, email hello@lusteranaturals.ca and include:
• Your name and order number
• The product you wish to return
• The reason for the return
• Photographs, if the product is damaged, defective or incorrect
If your return is approved, we will provide the return address and instructions. Please do not send products back without first receiving authorization. Unauthorized returns will not be accepted.
Local returns or drop-offs in Guelph are available by appointment only.
RETURN SHIPPING
For change-of-mind returns or products ordered by mistake, the customer is responsible for return shipping costs. We recommend using a tracked shipping service. Original shipping charges are non-refundable.
If an item is damaged, defective or incorrect due to our error, Lustera Naturals will arrange an appropriate replacement, refund or return method at no additional cost to you.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us as soon as possible at hello@lusteranaturals.ca with your order number and clear photographs so we can evaluate the issue and make it right.
Because our products are handcrafted in small batches using naturally derived ingredients, slight variations in colour, texture, scent or appearance may occur between batches. These natural variations do not necessarily indicate that a product is defective.
NON-RETURNABLE ITEMS
The following items cannot be returned:
• Opened, used, tested or unsealed personal-care products
• Custom-made, personalized or special-order products
• Gift cards
• Clearance or final-sale items
• Products damaged through improper use, handling or storage after delivery
These exclusions do not apply where an item is defective, damaged, incorrect or where a return is otherwise required by applicable law.
EXCHANGES
We do not offer direct exchanges for change-of-mind purchases. If your approved return is accepted, you may place a new order for the product you prefer.
For damaged, defective or incorrect products, contact us before placing another order so we can arrange the appropriate solution.
ORDER CANCELLATIONS
If you need to cancel or change an order, contact us as soon as possible at hello@lusteranaturals.ca. We cannot guarantee cancellation once an order has been prepared or shipped.
REFUNDS
Once we receive and inspect your approved return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit-card provider may require additional time to process and post the refund.
Original shipping charges are not refundable unless the return resulted from an error by Lustera Naturals.
If more than 15 business days have passed since your refund was approved, please contact hello@lusteranaturals.ca.
This policy does not limit any rights available to you under applicable consumer-protection laws.