RETURN & EXCHANGES
How can I initiate a return or exchange for a product purchased from luffydianne.com?
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Conditions for returning a product
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You qualify for a refund or exchange under the following circumstances:
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(1) Flawed Packaging
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In the event that the packaging of the product(s) you received, such as the bottle, jar, or sachet or damaged, you are entitled to exchange the same product. Notification must be provided within 24 hours of your order tracking status indicating "delivered" to be eligible for an exchange.
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All returns due to change of mind (buyer’s remorse) are subject to the following terms and conditions:
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Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
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Items purchased as part of a set or a multi-item pack must be returned as a whole set.
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This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
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The refund will be issued to you in the form of a promo code.
Qualification Criteria
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Contact us at dianne.myr@gmail.com to initiate a return or exchange. Ensure your message includes the Order Reference Number or valid proof of purchase, along with a comprehensive explanation for returning the merchandise, preferably accompanied by photos and/or videos as evidence.
Return or exchange requests will not be considered if the order has not been delivered.
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We will respond with instructions on how to proceed with the return.
Please refrain from initiating a return without prior notification, as returns processed in this manner will not be accepted.
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Please allow a maximum of 14 working days (excluding weekends and public holidays) for our team to process your return.
Upon receiving and inspecting your return, we will send you an email notifying you of its receipt.
Subsequently, we will inform you of the approval or denial of your refund/exchange.
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The customer is responsible for all delivery costs associated with the return until it is successfully delivered back to us.
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Luffy Dianne reserves the right to decline returns of products that do not meet the specified eligibility criteria.
** The customer is responsible for covering all expenses related to the return shipping of items until they have been successfully delivered back to us.
Luffy Dianne retains the right to decline returns of products that do not align with the qualification criteria.
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Deadline for Refund/Exchange Requests
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The timelines for submitting refund/exchange requests are as follows:
Exchange (due to faulty packaging)
Within 24 hours after the order tracking status is marked "delivered"
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Refund (due to abnormal skin reaction)
Within 7 days after the order tracking status is marked "delivered"
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If the deadline had passed when you made your request, we are unable to offer you a refund or exchange.
Product Exchanges (if applicable)
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We facilitate exchanges solely for items with defective or damaged bottle/jar/sachet.
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Once your exchange request is sanctioned, an email with the tracking details for your exchanged item(s) will be dispatched.
Upon receiving the tracking notification, kindly allow us a period of 4-7 working days (excluding weekends and public holidays) to dispatch your exchanged item(s).
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The delivery time for your exchanged product may vary depending on your location.
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Reimbursements (if applicable)
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If your refund request is approved, the processing will commence, and a refund in the form of a promo code will be issued to you within a specified number of days.