Refund policy

Our customers are very important to us. Therefore, our passion is to produce handcrafted products from scratch with natural ingredients, so due to the nature of our products we can not offer returns or exchanges unless the item arrives damaged.

The majority of our products are for beauty + body use so they are final sale due to sanitary + hygienic safety reasons. Should you feel strongly about discussing a potential store credit or exchange, please contact me at hello@luzapothecary.com within 72 hours of receiving your order. I'm more than happy to work with you to find a solution that works for both of us, but please be conscious of the nature of our products.

If your merchandise is damaged during transit, proof is needed within 7 days of delivery. We will replace the broken item(s) with the same item(s). If those item(s) are no longer available, then we will provide a refund. If you wish to cancel an order, it must be completed before the order is shipped.

We make every effort to ensure that goods are well and properly packaged. However, if you receive them in a damaged state you will be refunded or allowed to exchange.

Please understand that you might have to pay for the return shipping, but it really depends on the particular situation.

Your satisfaction is our priority, so if there is any other problem with the order, please contact us and we will try everything to regain your trust.

All shipping and handling charges are the responsibility of the customer. Please keep the tracking information until your return has been processed. Any packages sent back to Luz Apothecary (without direct instructions specifically stating to return the item(s)) will not be accepted and the package will be returned to the sender.

We do not assume responsibility for packages containing returns that are lost in transit or packaged poorly. We do not reimburse return shipping costs. We do not replace orders that are shipped with no tracking information.