Refund policy
We want you to love your Lucenne Lab ritual. If you’re not happy, email info@lucennelab.com within 30 days of delivery and we’ll make it right.
Faulty or damaged
If your item arrives faulty or damaged, email us a photo within 30 days of delivery and we’ll replace or refund it at no cost to you. No need to send it back unless we ask.
Changed your mind
Contact us within 30 days of delivery and we’ll send you return instructions. Items should be returned clean, in good condition and with all parts. Return postage for change-of-mind returns is paid by the customer. Once we receive it, we’ll refund your original payment method within 5–10 business days.
2-year warranty
The Lucenne Mask Pro comes with a 2-year warranty against manufacturing faults. If something stops working as it should, email info@lucennelab.com with your order number and a short photo or video, and we’ll repair or replace it.
How to start
- Email info@lucennelab.com with your order number.
- Tell us briefly what’s not right.
- We’ll reply within 2 business days.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.