Returns & Refunds Policy
Returns & Refunds
At LUSENT, we carefully pack every order to ensure your fragrance reaches you safely and in perfect condition.
As our fragrances are personal-use products, we do not accept returns or exchanges for reasons such as change of mind, incorrect choice of fragrance, or dissatisfaction with the fragrance after opening or using the product.
However, if your order arrives broken, damaged, leaking, or empty, we will be happy to assist you.
Damaged, Broken or Empty Bottles
If you receive a bottle that is:
- Broken or cracked
- Damaged during delivery
- Leaking significantly
- Empty or missing its contents
please contact us as soon as possible.
Video Proof Required
To be eligible for a replacement or refund, you must record a clear, continuous unboxing video while opening your package.
The video should clearly show:
- The sealed package before opening.
- The opening of the package.
- The condition of the packaging.
- The bottle and its condition after opening.
Please do not discard the packaging or damaged product until your claim has been reviewed.
Photographs alone may not be sufficient to verify damage. A clear unboxing video is required for damage-related claims.
How to Report a Damaged Order
Please email us at contact@thelusent.store within 24 hours of receiving your order with:
- Your order number
- A clear description of the issue
- The complete unboxing video
- Relevant photographs, if available
Our team will review the evidence and contact you regarding the next steps.
Refund or Replacement
If the damage is verified, LUSENT may offer a replacement or refund, depending on the circumstances and availability of the product.
If a refund is approved, it will be processed through the applicable payment method used for the order. Processing times may vary depending on your bank or payment provider.
Important
Claims submitted without the required unboxing video may not be eligible for a refund or replacement.
We recommend recording your unboxing from the moment the package is received until the product has been completely removed from the packaging.