Warranty & Refund Policy

Your satisfaction is our priority. Easy returns within 30 days.

Eligibility for Returns

We want you to be completely satisfied with your LUSTRE purchase. You may return items within 30 days of delivery for a full refund, provided they meet the following conditions:

  • LED Light Therapy Devices: Must be unopened, with the seal intact,
    in undamaged original packaging with all accessories and documentation
  • Accessories: Must be unopened, unused, and in original
    packaging
  • Proof of Purchase: Original receipt or order confirmation required
  • Return Window: Items must be returned within 30 days of delivery
    date

*Please note: All returned devices are carefully inspected. Opened items and items showing signs of use, damage, or missing components cannot be taken back.

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

  • Opened or used items
  • Items damaged by misuse or normal wear and tear

If you receive a faulty or damaged item, please contact us immediately.

Faulty or Damaged Devices

All LUSTRE devices come with a 24-month warranty from delivery, covering defects in materials and workmanship.

If your LUSTRE device arrives damaged or faulty, we replace it at no cost to you (defect on arrival, DOA). If a fault develops later within the warranty period, the bring-in warranty via our service partner applies: as a rule the device is repaired; only if a repair is not possible is it replaced or the purchase price refunded.

What to do:

  • Report a defect on arrival in writing to our support team within 14 days of receiving the item
  • Provide photos of the damage and your order details
  • We may ask you to perform simple troubleshooting steps before we arrange the return and send a replacement

How to Request a Refund

Returning your LUSTRE product is simple. Just follow these four easy steps:

1
Contact Our Support Team

Email us at info@lustreskin.ch with your order number, reason for return, and any relevant photos.

2
Receive your return slip

We will send you a return slip and the return shipping instructions. Shipments without a return slip cannot be assigned.

3
Package Your Return

Securely package your item(s) in original packaging with all accessories. Enclose the
return slip.

4
Ship Your Return

Send your package using a tracked shipping method to the address provided.

Refund Approval & Timeline

Once your return is received at our warehouse:

  • We will inspect the item within 2-3 business days
  • If approved, your refund will be processed within 3-5 business days
  • Refunds are issued to your original payment method
  • Depending on your bank or card provider, it may take an additional 3-5 business days for the funds to appear in your account

You will receive an email confirmation once your refund has been processed.

Return Shipping

Wrong item delivered or damaged in transit: We cover the return shipping costs, provided you report this within 14 days of delivery.

Returns of unopened items: Return shipping costs are borne by the customer.

Warranty cases: Bring-in warranty; the item is sent to our service partner at the customer's expense.

*We recommend using a tracked shipping service for all returns. We accept no liability for items lost on the way back to us.

Need Help?

Our customer care team is here to assist you with any questions about returns, refunds, or your LUSTRE products.

Email: info@lustreskin.ch