Returns & Refunds
30-Day Comfort Guarantee
We stand behind the PDRN Peptide Renewal Serum. If it doesn't work for your skin, we want to make it right.
What's covered:
- You experience discomfort, irritation, or an adverse reaction
- You've used the product consistently and aren't seeing the expected results
How it works:
- Contact us at hello@tryluxi.ph within 30 days of receiving your order.
- Share your experience — we'll ask a few questions about how you've been using the product (how often, how long, what other products you're using) to better understand your situation.
- We'll process your refund — once we've confirmed the details, we'll issue a full refund of the product price to your original payment method. No need to return the product.
Refund processing times: 5-7 business days after approval, depending on your payment method.
This guarantee is intended to give you peace of mind to try the product. We just ask that you've genuinely given it a fair try before requesting a refund.
Damaged or Defective Products
If your product arrives damaged, defective, or is not the item you ordered:
- Contact us within 7 days of receiving your order at hello@tryluxi.ph.
- Send us photos of the damaged/incorrect product and packaging.
- We'll send a replacement free of charge — no need to return the damaged item.
General Return Conditions
- Opened and used cosmetic products are generally non-returnable for hygiene and safety reasons, except under the 30-Day Comfort Guarantee (adverse reaction or unsatisfactory results) or if the product is defective.
- Unopened and sealed products may be returned within 7 days of delivery. Contact us to arrange the return.
- We do not offer returns for change of mind on opened products outside of the Comfort Guarantee.
How Refunds Are Issued
| Payment Method | Refund Method |
|---|---|
| Credit / Debit card | Reversed to original card |
| GCash / Maya | Returned to original e-wallet |
| COD | Refunded via bank transfer or GCash (we'll confirm your preferred method) |
Non-Delivery
If your order has not arrived within the estimated delivery window:
- Check your tracking number — your courier may have delivery updates.
- If the tracking shows no movement for 5+ business days, contact us at hello@tryluxi.ph.
- We'll coordinate with the courier to locate your package. If the package is confirmed lost, we'll send a replacement or issue a full refund — your choice.
Contact Us
For any shipping or return questions:
Email: hello@tryluxi.ph
Messenger: Luxi on Facebook
Viber: [TBD]
Hours: Monday-Saturday, 9:00 AM - 5:00 PM PHT
We respond within 24 business hours.