Returns and Refunds

Shipping and Delivery Policy

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

Delivery Process:

The Company deliveries 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, 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 LuxaDerme.com

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.

Shipping Charges:

Up to Rs. 500            - Rs. 40

Rs. 500 - Rs. 1000    - Rs. 25

> Rs. 1000                 - Free Shipping

Packaging of the products:

The products are covered with a waterproof plastic layer. Each individual product is packaged in bubble wrap for the best delivery.  

Returns and Refunds

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

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 cancelled 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.

The order can be cancelled and the entire amount will be refunded only if the cancellation notice is provided before the order has been processed / approved by us. 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.

How to ask for refund or return of the order?

  1. Contact our Customer Support team via email (cs@LuxaDerme.com) or phone (+91.9322.365.365) within 6 business days of receiving the order.
  2. Provide us with your order ID details and your request to return/replace/refund your order.
  3. You will then be required to ship the products to our warehouse within 8 days of the receipt of the products.

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 bar codes 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: In case of cancellations after the goods are delivered, the Company will accept the consignment only if it is not opened or tampered with and would refund the token amount (if paid). 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.

2. 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.

What happens if I had used discount coupon during the payment and then want to cancel the order?

Discount coupons are intended for one-time use only and shall be treated as used even if you cancel the order.

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