Returns, Refunds & Shipping Policy


Valeo Nutra Pvt. Ltd. and its divisions including but not limited to LuxaDerme, herein known as "Company." 

Shipping and Delivery:

The Company delivers all products through well-reputed couriers. As soon as your order is dispatched, you will receive an email with your package’s tracking number as well as the name of the courier company that is processing your order. 

You can track the status of your package on the courier company’s website or our website, using the tracking number.

Estimated Delivery Time:

  • Payment gateway takes 24-48 hours to confirm the payment to check for fraudulent transactions. 
  • The company dispatches the ordered products within 1-2 business days (i.e. excluding Sundays & public holidays) from the day of receipt of the order on
  • Please note that the company shall not be liable for any delay / non-delivery of purchased goods in the event of flood, fire, wars, acts of God or any cause that is beyond the control of the company.
  • Cash on Delivery Charges:Rs. 59  

Returns and Refunds:

At LuxaDerme, we strive to give you the very best shopping experience possible. However, considering that opened or damaged products cannot be reused, we cannot accept exchange or return of opened or used products once sold or delivered.

In case of damage or quality issue with the product, we can only exchange the product if reported within the specified timeline as mentioned below:

  • If you receive a Tampered or Damaged product, please inform our Customer Care (9322.365.365 or within 6 days of your order delivery, with supporting Images and Video, so we can address your concern at the earliest. 
  • For any product quality complaints, please contact our Customer Care (9322.365.365 or within 6 days of your order delivery.
  • LuxaDerme is not responsible for any damage caused after delivery. Damages due to neglect, improper usage or wrong application will not be covered; under our Exchange / Returns Policy.
  • Exchange of products will be accepted only if the products are returned in a saleable condition and in their original packaging, in an undamaged condition and subject to the following terms:

    • Returns and exchange requests will be subject to checking and vetting by LuxaDerme.
    • Incase of exchange where the product is not damaged/saleable, shipping charges will be borne by the customer.
    • No Refund shall be made once goods are dispatch. A processing fee of ₹150 will be applicable for returns of non-damaged products. This fee covers the administrative and logistical costs associated with processing returns.
  • Please contact us on Call / WhatsApp +91.9322.365.365 or Email, all days (10 AM to 7 PM) where our Customer Care Specialist will be happy to help you.

The Company will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, the full amount will be refunded.

How are refunds made?

In the case of a return/replacement/refund, the Company will only process the refund once the products have been received and verified at our warehouse.

  1. COD: 
  • The Company will not be liable to take back the goods if the package is unwrapped or meddled with.
  • For cash on delivery transactions, the Company will issue you a cheque in the name and address as specified in the billing details with the refund amount within 10 days of us receiving the products back.
  • The company may not be able to offer the Cash on Delivery (COD) payment service for a few products and non-serviceable locations.
  1. Online Payment: 
  • If the payment is made using a credit/debit card (or any form of net banking), the refund will be processed to the same account from which the payment was made within 10 days of us receiving the products back.
  •  It may take 3-5 additional days for the amount to reflect in your account.
  • Please note that Cash-on-Delivery charges and Shipping Charges (if applicable) are not refundable. Also, the Company cannot offer exchanges or refunds on any sale, opened or used products.

Non- Delivery

In the event of non-delivery of the products to the customers, Company’s liability shall be limited only to the refund of the amount paid for the purchase of the product, by the customer.

Please note that there may be certain orders that the Company is unable to accept and must cancel. The Company reserves the right, at our sole discretion, to cancel or refuse any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, errors in pricing or product information, or problems identified by our Credit and Fraud avoidance Department. The Company may also require additional verification or information before accepting any order, in such a case we will contact you.

Company will not be able to cancel orders that have already been processed and shipped out by us. The Company has the full right to decide whether an order has been processed or not. The customer agrees not to dispute the decision made by us and accept our decision regarding the cancellation. Please note that used products cannot be returned.