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LUS Policies

Refund Policy

Personal care products are considered a hygenic product, and for sanitary reasons, we do not accept opened/used products for return or exchange. All of our products are manufactured in a GMP-compliant and FDA-registered laboratory in Canada. Once a product has left our facilities and has been opened/used, bacterial contamination becomes a serious concern. We take matters of hygiene and safety very seriously, and for this reason, we cannot take products back. We sincerely hope you understand our positioning, and appreciate receiving brand new and unopened products each and every time from our facilities! 

We are confident you will love LUS products as much as our other customers do. If you are not completely satisfied after trying our products, please contact our care team at support@lusbrands.ca to discuss your feedback or concerns. We are here to help! 

 

 

Shipping Policy 

 

INTERNATIONAL SHIPPING TERMS 

All international orders (outside of Canada) may be subject to customs and duty fees upon arrival in the destination country. Please note: these fees are paid to your local carrier or government and are not collected by LUS Brands. We ship all international orders DDU (duties delivered unpaid) meaning we do not collect any local taxes/fees in the price charged on the website. Please do consider import duties and taxes if you are shopping internationally. 

 

WRONG ADDRESS DISCLAIMER 

It is the responsibility of the buyer to make sure that the proper shipping address is entered correctly before completing the purchase. Please double check before placing your order!

In the event of an error, please email us immediately at support@lusbrands.ca with your full name, order number and the corrected shipping address. We will do our best to correct the mistake as soon as possible.

Please keep in mind that we may not be able to correct shipping address errors prior to product shipping (our policy is a 24-hour response time to emails). In the event that we are not able to catch your mistake prior to shipping your parcel, it will be your responsibility to return the wrong (unopened) package to us and you will need to cover the cost of shipping for the new parcel to be resent. To avoid these unnecessary shipping costs and delays, please do take extra care to ensure the address you enter is correct prior to checking out.

  

DELIVERED BUT NOT DELIVERED 

If tracking information confirms that the item has been delivered to the shipping address for your order but you have not received your products, please contact the carrier directly in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your shipping address.  

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