Refund policy

At Masculuxe, we strive to ensure your complete satisfaction with our skincare products. If an item does not meet your expectations, you may request a return within 30 days of the original purchase date (as indicated on your order confirmation). All returns are subject to review and inspection.

Eligibility Requirements:

  • Items must be unopened, unused, or minimally tested (no more than 10% of the product used) and returned in original, undamaged packaging with all components included.
  • Returns are not accepted for products with less than 80% of the contents remaining, items with broken hygiene seals, or custom-branded/personalized products.
  • Accepted reasons include defective or damaged items, incorrect items received, or dissatisfaction (e.g., skin incompatibility).

Required Documentation:

  • Order number and proof of purchase.
  • Clear photographs or a short video showing the product, packaging, and any claimed issues.

Return Process:

  1. Contact our support team via our Contact Information page within 30 days of purchase, providing your order details and required documentation. A link to the page is located in the website footer.
  2. If approved, we will provide return instructions and the warehouse address.
  3. You are responsible for return shipping costs and must use a tracked, insured method. We do not provide prepaid labels or reimburse shipping fees.
  4. Upon receipt, the item will be inspected (typically within 5-7 business days).

Refunds:

  • Approved refunds will be issued to the original payment method, minus:
    • A 15% restocking fee for non-defective returns (to cover processing and handling).
    • Any original shipping charges (non-refundable).
  • Refunds are processed within 7-10 business days after approval.
  • For defective or damaged items, we may offer a replacement at our discretion.

Additional Notes:

  • We do not accept returns for items refused due to incorrect delivery addresses, failed delivery attempts, sale items, bundles, or promotional gifts.
  • International returns may incur customs fees, which are the customer’s responsibility.
  • We reserve the right to decline returns that do not meet these guidelines or exhibit excessive return patterns.

This policy allows us to maintain high product standards and fair pricing. For questions, please contact our support team. Thank you for choosing Masculuxe.