Refund policy

Last updated: 15 May 2026

At Lucenci, we want you to love what you buy. Because our products are personal-care items applied to the skin, we follow strict hygiene rules in our return policy. Please read this Refund Policy carefully before placing your order.

1. Return window

You may request a return within seven (7) days from the date of delivery. Return requests made after this window cannot be accepted, except for damaged, defective, or wrongly shipped items (see section 4).

2. What can be returned

To be eligible for a return, the product must be:

Unopened, unused, and in its original sealed packaging. Any tamper-evident seals, shrink wrap, and outer cartons must be intact.
In the same condition you received it — no scratches, dents, leaks, or signs of use.
Accompanied by the original invoice or order number.

For hygiene and safety reasons, the following are not eligible for return once delivered:

Any product whose seal has been broken or whose tamper-evident packaging has been opened.
Free samples, gifts with purchase, and items received under a promotion that explicitly states “non-returnable”.
Gift cards.
Items returned without the original packaging or with missing components.

These hygiene exclusions are standard practice for cosmetics and personal-care products under Indian consumer-protection law and do not affect your rights in respect of damaged, defective, or wrongly shipped products (see section 4).

3. How to request a return

Email hello@lucenciskin.com within seven (7) days of delivery, with your order number, the product(s) you wish to return, and the reason for return. Please include clear photographs of the unopened product and its packaging.
Our team will review your request and respond within two (2) business days. If approved, we will share return-shipping instructions, including the return address and any pickup arrangements (where available).
Pack the product securely in its original packaging and ship it back to us using the method we specify. We recommend using a tracked courier service; until the parcel reaches us, the product remains your responsibility.
Once we receive and inspect the returned product, we will email you to confirm whether the return has been approved.

4. Damaged, defective, or wrongly shipped items

If your order arrives damaged, leaking, defective, or different from what you ordered, please email us within 48 hours of delivery at hello@lucenciskin.com with your order number and clear photographs of:

The outer shipping box (before and after opening),
The shipping label,
The product itself, showing the issue.

We will, at our discretion, send you a free replacement (where stock is available) or issue a full refund, including any shipping charges originally paid. You will not be charged return shipping for damaged, defective, or wrongly shipped items. Damaged/Replacement product will be delivered within 5-7 business days.

5. Refund timelines and method

Once your return is received and approved, we will initiate the refund within three (3) business days. Refunds are issued back to the original payment method used at checkout:

Credit / debit card — typically 5 to 10 business days to reflect in your statement, depending on your card issuer.
UPI / net banking — typically 3 to 7 business days.
Wallets — typically 1 to 5 business days.
Cash on Delivery (COD) orders — refunded via NEFT/IMPS bank transfer to a bank account in the same name as the original order; please share your account details when you raise the return request.

The actual time taken depends on your bank or payment provider and is outside our control. If you have not received the refund within the expected window, please first check with your bank or card issuer, and then contact us at hello@lucenciskin.com.

6. Return shipping charges

Damaged, defective, or wrongly shipped items: we cover all return-shipping costs.
Change-of-mind returns (within the 7-day window): return-shipping cost is borne by the customer, unless we offer a free pickup at our discretion. The original outbound shipping charge (if any) is not refunded for change-of-mind returns.

7. Cancellations before dispatch

You can cancel your order free of charge at any time before it is dispatched. Email hello@lucenciskin.com with your order number; we will confirm cancellation and process a full refund to your original payment method. Once the order has been dispatched, the return process above applies.

8. Exchanges

We do not offer direct product exchanges. If you want a different product, please return the eligible item under this policy and place a new order separately.

9. Your statutory rights

This Refund Policy is in addition to, and does not affect, any rights you have under the Consumer Protection Act, 2019 and other applicable Indian law as a consumer. If you believe a product is defective in a way that is not addressed by this policy, please contact our Grievance Officer below.

10. Grievance Officer

If your complaint is not resolved to your satisfaction by our customer-care team, you may escalate to our Grievance Officer:

Grievance Officer
Pranir Labs Private Limited
H.No 7-2-1087/7, Sanath Nagar, Sowbhagya Nagar,
Hyderabad, Telangana — 500018, India
Email: hello@lucenciskin.com

WhatsApp Support: +91 88856 74612 (Mon-Fri, 9am - 6pm)

We endeavour to acknowledge complaints within 24 hours and resolve them within 15 days of receipt.