Return Policy
Return Policy
To commence a return, kindly contact us via info@luxorpharmacy.com. After approval of your return, you will receive a return shipping label and detailed instructions on how to print the return label and where to dispatch your package. Items returned to us without prior return approval will not be accepted.
For initiating a product return of an item purchased from our website, we request that you carefully review all sections within our Customer Service pages on Returns and Refunds. This review will help ascertain the eligibility of your products for return and provide specific information relevant to your purchase.
Returns via Mail or Courier
For a full refund via the original payment method, ensure the return of your items within 30 days from the date of receipt.
To initiate a return, please reach out to us at info@luxorpharmacy.com. Only items approved for return, accompanied by a return shipping label and compliance with return instructions, will be accepted.
Should you have any return queries, feel free to contact us at info@luxorpharmacy.com.
Damages and Issues
Please thoroughly inspect your order upon receipt. Contact us immediately in case of defective, damaged, or wrong items received. This will enable us to assess the issue promptly and rectify it.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Product Returns Beyond the Specified Return Period
For returns made by post or courier after the periods mentioned earlier (excluding returns for faulty or damaged items), please be aware that we retain the right not to provide a full refund.
It's important to note that our refund policy does not affect your legal rights concerning faulty or damaged goods.
Proof of Purchase
Please be advised that a receipt, dispatch note, or any other form of proof of purchase may be required to qualify for a refund or exchange.
Handling of Our Products
While you naturally want to inspect the products you've ordered, it is essential to remember your legal obligation to take reasonable care of the goods when deciding whether to keep them.
As such, it's vital to avoid any damage to the items, including their packaging when it is an integral part of the product (e.g., boxed products and gift items). If you intend to return a product, it should reach us in good condition.
Non-Returnable Products
Unless deemed faulty, the following items, whether purchased in-store or online, cannot be returned within the terms of our refund policy:
- Baby food products
- Earrings
- Luxor Pharmacy Gift Vouchers
- Made-to-measure goods (e.g., personalized giftware)
- Free items
- Other items may be added to this list from time to time. However, this does not affect your statutory rights concerning faulty, incorrect, or damaged goods.
Additionally, certain items can be returned within our refund policy only if they remain in their original condition (including the packaging when it's an integral part of the goods, such as boxed goods and gift items) and haven't been worn, opened, assembled, or used for hygiene or safety reasons. The seals on such products must also remain unbroken. These items include:
- Cosmetics
- Fragrances
- Personal grooming products
Refunding Delivery Charges
If you have provided written notice of your order cancellation under the Consumer Contract Regulations and the return complies with our Online Returns & Refund Policy, you are entitled to a full refund, which includes any applicable delivery charges.
Please note that a refund of the delivery charges will not be provided when only a portion of your order is being canceled.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. It takes approximately 5 business days to recive teh refund. Please remember it can take some time for your bank or credit card company to process and post the refund too.
