Politique de remboursement
Last updated: August 10, 2026
At Lushielle, we want you to be happy with your purchase. We offer a 14-day return period, which means you may request a return within 14 days after receiving your order.
This policy applies in addition to any mandatory consumer rights that apply in your country. Nothing in this policy limits or excludes rights that cannot legally be excluded.
Returns
To be eligible for a return, your item must be in substantially the same condition in which you received it.
You may inspect or try the product to the extent reasonably necessary to determine its nature, characteristics and functionality. Where permitted by applicable law, we may reduce the refund if the product has lost value because it has been handled beyond what was reasonably necessary.
Where possible, please return items with their original packaging, labels, accessories and included items.
To start a return, contact us at:
Please include your order number and the item or items you wish to return.
For customers exercising a statutory right of withdrawal, contacting us by email is sufficient to notify us of your decision to withdraw.
Return Address
Please contact our customer service team before returning your order so we can provide the correct return instructions.
Unless otherwise instructed, returns should be sent to:
Contact: Zhang Xiaowen
Address: 2F, Building C, Dingfeng Science and Technology Park
Qiaotang Road, Fuhai Street
Bao'an District
Shenzhen, Guangdong 518100
China
Phone: 18673113937
Items returned without first contacting us may take longer to identify and process.
Return Shipping Costs
For ordinary change-of-mind returns, return shipping costs are the responsibility of the customer, unless applicable law requires otherwise.
We strongly recommend using a tracked shipping method and keeping your shipping receipt until your return has been completed.
If you received an incorrect, damaged, defective or materially misdescribed product, please contact us before returning it. Where required by applicable consumer law, Lushielle will cover or reimburse reasonable return shipping costs.
EU rules permit sellers to require consumers to bear direct return costs for ordinary withdrawal if customers were informed beforehand.
Damaged, Defective or Incorrect Products
Please inspect your order after receiving it.
If your item is damaged, defective, incorrect or materially different from its description, contact us at support@lushielle.com as soon as reasonably possible.
Please include your order number, a description of the issue and, where reasonably possible, photos or videos showing the problem.
Depending on the circumstances and applicable consumer law, an appropriate remedy may include a repair, replacement, price reduction or refund.
Your rights regarding faulty or non-conforming products are not limited to our 14-day change-of-mind return period. This distinction is particularly important under EU, Australian and New Zealand consumer law.
Non-Returnable Items
Certain products cannot be returned for change-of-mind reasons where permitted by applicable law, including:
Personalised or custom-made products, perishable goods, gift cards and sealed products that are not suitable for return for health or hygiene reasons after the seal has been broken.
These exclusions do not remove any rights you may have if a product is faulty, damaged, incorrect or otherwise does not comply with applicable consumer protection law.
Sale and discounted items are not automatically excluded from returns.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used for your order.
Where required by applicable law, we will refund the original standard delivery charge when an entire order is validly cancelled under a statutory right of withdrawal. Additional costs for upgraded or express delivery are not refundable unless required by law.
Where statutory withdrawal rules apply, we will process the refund without undue delay and may withhold the refund until we have received the goods back or you have provided evidence that the goods were returned, where permitted by law. EU and UK distance-selling rules provide for this framework.
Please note that your bank, credit card provider or payment provider may require additional processing time before the refund appears in your account.
Partial Returns
If you return only part of your order, you will receive a refund for the eligible returned item or items.
Original delivery charges are generally not refunded for partial change-of-mind returns unless required by applicable law.
Exchanges
If you would like a different product, colour or size, please contact support@lushielle.com.
Depending on the circumstances, the quickest option may be to return the original item and place a new order.
Order Cancellations
If you wish to cancel or modify an order, contact us at support@lushielle.com as soon as possible.
We will make reasonable efforts to stop the order before it enters fulfilment. However, we cannot guarantee that an order can still be cancelled once processing has begun.
If the order has already been dispatched, you may still exercise any applicable return or statutory withdrawal rights after receiving it.
European Union and United Kingdom Customers
Customers in the European Union and United Kingdom generally have a statutory right to cancel eligible online purchases within 14 days after receiving the goods without providing a reason. After notifying the seller, consumers generally have a further 14 days to send the goods back.
These statutory rights exist separately from rights relating to faulty, damaged or non-conforming goods.
Australia and New Zealand
Our 14-day change-of-mind return period is a voluntary Lushielle policy for customers in Australia and New Zealand.
It does not replace or restrict any rights available under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. Those regimes provide separate remedies where goods fail applicable consumer guarantees; they do not generally require a refund merely because a customer changed their mind.
Other Countries
For customers in the United States, Canada and other markets, Lushielle's 14-day return policy applies in addition to any mandatory consumer rights available under applicable national, state, provincial, territorial or local law.
Contact
For questions regarding returns, refunds or exchanges, please contact:
Lushielle Customer Support
support@lushielle.com
lushielle.com