Refund policy
We want you to actually live with your LuxéraSkin mask before you decide. That is why every order comes with a 60-night trial.
The 60-Night Trial
You have 60 nights from the day your order is delivered to try your LuxéraSkin LED mask. If it is not for you, contact us within that window and we will refund you in full.
You may open it. You may use it. That is the entire point of a trial — you do not have to leave the box sealed to qualify. Use it for a night or for two months; if you do not love it, you get your money back.
How To Start A Return
- Email care@luxeraskin.co from the address you ordered with, and tell us your order number.
- We will reply with return instructions and the return address, usually within one business day.
- Send the mask back using those instructions.
Please do not ship anything back before you have contacted us. Returns that arrive without an approved return request cannot be processed or refunded, because we have no way to match the parcel to your order.
What To Send Back
Please return everything that came in the box: the LED mask, the handheld controller, the controller cord, the charging cable, the case, and the care guide. If something is missing we may reduce the refund by the replacement cost of the missing part, and we will always tell you before we do that.
You do not need the original outer shipping carton. Any sturdy box is fine, as long as the mask is protected in transit.
Return Shipping
- Changed your mind: you cover the return postage. We recommend a tracked service, because we can only refund parcels that actually reach us.
- Faulty, damaged or the wrong item: we cover it. We will send you a prepaid label — you will never pay to return something that arrived broken or incorrect.
Your Refund
Once your return arrives we inspect it and email you either way. If it is approved, your refund goes back to the original payment method within 10 business days. Your bank or card issuer may take a few more days to post it.
There is no restocking fee and no deduction for normal use. We refund the full price you paid for the mask. Original shipping was free, so there is nothing to deduct there.
If more than 15 business days have passed since we told you the refund was approved and you still do not see it, email care@luxeraskin.co and we will chase it.
Damaged, Faulty Or Incorrect Orders
Please check your order as soon as it arrives. If the mask is defective, damaged in transit, or is not what you ordered, contact us straight away at care@luxeraskin.co with a photo and we will make it right — replacement or refund, your choice. This is separate from the 60-night trial and is not limited by it.
Exchanges
The quickest route is to return the item you have and place a new order once your return is approved. That way you are not waiting on two shipments in sequence.
Fair Use
The 60-night trial is intended for genuine personal use. It is limited to one trial return per customer or household. We may decline returns on orders that were clearly bought for resale, or where the item comes back deliberately damaged, incomplete, or beyond the condition of normal use. We will always explain our reasoning in writing before declining anything.
What Cannot Be Returned
- Gift cards.
- Items bought somewhere other than luxeraskin.co. If you bought from another retailer, please return it to them.
Because returned masks have been worn against skin, they are never resold as new.
If You Are In The EU Or UK
Where the law gives you a statutory right to cancel within 14 days of delivery, that right stands in addition to everything above, and nothing in this policy limits it. Our 60-night trial is a voluntary promise on top of your legal rights, not a replacement for them.
Questions
Email care@luxeraskin.co. A real person answers, and we would much rather help you get on with the mask than process a return