Did you buy your product somewhere else? Returns, DOA and warranty are always handled by the shop you bought from. That seller is your first point of contact. We can only help with items purchased directly in this shop.

Bought here? Three cases, three processes. Please pick the one that matches your situation.

In all three cases, please contact us first at info@lustreskin.ch. We check your case and send you a return slip to enclose with the shipment. Without this slip a shipment cannot be identified or processed. 

Returns: The item is unopened and you changed your mind

Which items can be returned?

• Delivery was no more than 30 days ago
• The original packaging is unopened and the seal is intact
• The packaging is undamaged
• The item is not faulty (a faulty item is a DOA or warranty case, see below)

Opened items cannot be taken back. Once we have received and checked the item, we refund the purchase price via the payment method you used. If we delivered the wrong item or the goods were damaged in transit, we cover the return shipping, please report this within 14 days of delivery.

Defect on arrival (DOA): The item is faulty within the first 14 days

A fault reported right after delivery is handled as DOA: a replacement instead of a repair.

• The fault is reported to us in writing within 14 days of delivery
• The item is returned complete: original box, all accessories, manuals
• The fault was not caused by an accident, misuse or modification

Reporting within the 14 days secures the DOA process, even if the item reaches us later.

Warranty: The item is faulty later on

We provide a warranty of two years from delivery on all items purchased from us. The warranty is a bring-in warranty: you send the item to our service partner.

• We repair the item; only if a repair is not possible do we replace it or refund the purchase price
• A warranty claim does not extend the warranty period
• Items bought from another shop: please contact that shop directly