REFUND & RETURN POLICY

Effective Date: 22/09/2026
Last Updated: 22/09/2026

At LUXEA (“LUXEA”, “we”, “us”, or “our”), we are committed to delivering genuine, quality products to our customers.

This Refund & Return Policy explains when a return, replacement or refund may be requested for purchases made through luxea.my.

By placing an order with LUXEA, you acknowledge and agree to the terms of this policy, subject to any rights available to you under applicable consumer protection laws.

1. ELIGIBILITY FOR RETURNS

Due to the nature of our beauty and skincare products, returns are generally accepted only where the product:

  • Arrives damaged;

  • Is defective;

  • Is incorrect;

  • Is materially different from the product ordered; or

  • Has another issue that makes the product unsuitable for its intended use due to an error attributable to LUXEA or the fulfilment process.

For hygiene, safety and product integrity reasons, opened, used, altered or tampered-with products are generally not eligible for return, except where required by applicable law or where the issue concerns a product defect or other matter for which LUXEA is responsible.

2. DAMAGED PRODUCTS

If your parcel arrives visibly damaged, please take photographs or video of the parcel before opening it, where reasonably possible.

If the product inside is damaged, please contact us as soon as possible.

To help us investigate the matter, please provide:

  • Order number;

  • Customer name;

  • Photographs of the shipping packaging;

  • Photographs of the product;

  • Photographs of the shipping label; and

  • A description of the damage.

Where appropriate, LUXEA may request additional photographs, videos or information.

After reviewing the case, we may offer a replacement, refund or another appropriate resolution.

3. WRONG PRODUCT RECEIVED

If you receive a product that is different from the product stated in your order, please contact us before opening or using the product.

Where the incorrect product was supplied due to an error by LUXEA or our fulfilment process, we will review the order and, where appropriate, arrange a replacement or refund.

The incorrectly supplied product may need to be returned before a replacement or refund is processed.

4. DEFECTIVE PRODUCTS

If you believe that a LUXEA product is defective, please contact us with:

  • Your order number;

  • Product details;

  • Photographs or video showing the issue;

  • Batch or lot number, where applicable; and

  • A description of the problem.

LUXEA may request the product to be returned for inspection.

If the product is confirmed to be defective and LUXEA is responsible for the issue, we may provide a replacement, refund or other appropriate remedy, subject to applicable law.

5. CHANGE-OF-MIND RETURNS

For hygiene and product integrity reasons, LUXEA generally does not accept returns simply because a customer has changed their mind, ordered the wrong product, selected the wrong quantity or no longer wants the product.

However, this does not limit any rights that cannot legally be excluded under applicable consumer protection laws.

6. OPENED OR USED PRODUCTS

For health, hygiene and product integrity reasons, products that have been opened, used, altered, contaminated or otherwise tampered with may not be eligible for return or refund.

This restriction does not apply where applicable law provides the customer with a non-excludable right or where the product is defective, unsafe or incorrectly supplied.

7. REFUND PROCESS

Once a refund has been approved, LUXEA will process the refund through the original payment method where reasonably possible.

The time required for the refunded amount to appear in your account may depend on:

  • Payment provider;

  • Bank;

  • Credit/debit card issuer;

  • Payment processing system; and

  • Other third-party financial institutions.

LUXEA does not control the processing time of third-party payment providers or financial institutions.

8. SHIPPING COSTS FOR APPROVED RETURNS

Where a return or replacement is required because:

  • The wrong product was supplied;

  • The product arrived damaged;

  • The product is confirmed to be defective; or

  • The issue is otherwise attributable to LUXEA,

LUXEA may cover reasonable return shipping costs, subject to prior approval.

Customers should not return any product without first contacting LUXEA and receiving return instructions.

If a customer returns a product without prior approval, LUXEA may not be responsible for the associated shipping costs.

For returns arising from customer preference or other circumstances not attributable to LUXEA, any applicable shipping costs may be the customer's responsibility, subject to applicable law.

9. PRODUCTS DAMAGED AFTER DELIVERY

LUXEA is not responsible for damage caused after successful delivery where the damage results from:

  • Improper storage;

  • Exposure to unsuitable temperature or environmental conditions;

  • Improper handling;

  • Failure to follow product instructions;

  • Modification or alteration of the product;

  • Accidental damage; or

  • Other circumstances outside LUXEA's control.

Customers should follow all storage, handling and usage instructions provided on the product packaging.

10. DELIVERY ISSUES

If tracking information indicates that a parcel has been delivered but you have not received it, please contact LUXEA as soon as possible.

We may work with the relevant courier to investigate the delivery.

Customers should ensure that the delivery address and contact information provided during checkout are accurate.

LUXEA may not be responsible for failed deliveries resulting from:

  • Incorrect or incomplete delivery information;

  • Customer refusal to accept the parcel;

  • Failure to respond to courier communications;

  • Recipient unavailability;

  • Customer-requested delivery changes; or

  • Other circumstances attributable to the customer.

11. INTERNATIONAL ORDERS

For orders shipped outside Malaysia, including Singapore, customers may be responsible for applicable:

  • Import taxes;

  • GST;

  • Customs duties;

  • Clearance charges;

  • Brokerage fees; and

  • Other destination-country charges.

These charges are generally outside LUXEA's control.

Unless expressly stated otherwise, such charges are not considered part of the product purchase price or LUXEA's standard shipping charge.

Refunds for international orders do not automatically include non-refundable customs duties, taxes or third-party charges imposed by the destination country.

12. PROMOTIONAL ORDERS

Products purchased using promotional pricing, discount codes or special offers remain subject to this Refund & Return Policy.

Unless otherwise stated in the relevant promotion, promotional discounts are not refundable as cash.

If an order containing multiple products is partially refunded, LUXEA may recalculate the applicable promotional discount or bundle pricing before determining the final refund amount.

13. FREE SHIPPING PROMOTIONS

Where an order qualified for a free shipping promotion, the shipping benefit may be treated as part of the promotional offer.

If a customer requests a return or refund for reasons not attributable to LUXEA, any shipping-related costs or promotional benefits may be taken into account when determining the refund, subject to applicable law.

For approved returns arising from LUXEA's error, defective products or damaged products, LUXEA will determine the appropriate shipping treatment on a case-by-case basis.

14. HOW TO REQUEST A RETURN OR REFUND

To request a return, replacement or refund, please contact:

LUXEA Customer Service
Email: support@luxea.my
Website: luxea.my

Please include:

  1. Full name;

  2. Order number;

  3. Date of purchase;

  4. Product name;

  5. Reason for the request;

  6. Photographs or video where relevant; and

  7. Any other information reasonably requested by LUXEA.

Please do not send products back before receiving return instructions from LUXEA.

15. REVIEW AND PROCESSING

All refund and return requests are subject to review.

Submitting a request does not automatically guarantee a refund or replacement.

LUXEA will assess the circumstances, supporting evidence and applicable consumer protection requirements before determining the appropriate resolution.

Where a return is approved, LUXEA will provide instructions regarding the return address, shipping method and applicable timeframe.

16. FRAUDULENT OR ABUSIVE CLAIMS

LUXEA reserves the right to investigate claims where there are reasonable indications of:

  • Fraud;

  • Repeated unreasonable refund requests;

  • Product tampering;

  • False damage claims;

  • Abuse of promotional offers; or

  • Other misuse of our refund and return procedures.

Where permitted by applicable law, LUXEA may refuse or restrict requests associated with fraudulent or abusive activity.

17. CONSUMER RIGHTS

Nothing in this Refund & Return Policy is intended to exclude, restrict or replace any rights or remedies that customers may have under applicable consumer protection laws.

Where applicable law provides a mandatory right or remedy, that right or remedy will continue to apply regardless of this policy.

18. POLICY CHANGES

LUXEA may update this Refund & Return Policy from time to time to reflect changes in our business practices, products, services, technology or applicable laws.

The updated policy will be published on luxea.my with the revised “Last Updated” date.

19. CONTACT US

For questions regarding returns, replacements or refunds, please contact:

LUXEA SDN BHD
B2-5-3 SOLARIS DUTAMAS, JALAN DUTAMAS, 50480 KUALA LUMPUR
MALAYSIA

Email: support@luxea.my
Website: luxea.my

LUXEA

Science. Beauty. Luxury.

Youth Is Luxury.