Refund & Return Policy

At Luster Products, we take pride in the quality of our products and want every customer to have a positive experience. If you have any concerns about your order, please contact our Customer Service Team and we will do our best to assist you.

Satisfaction Concerns

If you are not satisfied with a product, please contact us before requesting a chargeback or filing a payment dispute. We appreciate the opportunity to understand your concerns and work toward a resolution.

Because hair types, textures, and results vary from person to person, product satisfaction concerns are reviewed on a case-by-case basis.

For health, hygiene, and product integrity reasons, opened products are not eligible for return. If you experience an issue with a product, please contact our Customer Service Team so we can review the matter and determine an appropriate resolution.

Returns

Only products purchased directly from the Luster Products website are eligible for return. Products purchased through retailers, distributors, marketplaces, or other third-party sellers must be returned to the original place of purchase and are subject to that seller’s return policy.

We accept returns of unused and unopened products within 14 days of delivery.

All returns must include:

• The original receipt or packing slip
• All original packaging

To initiate a return, please contact our Customer Service Team with your order number and reason for the return. Return instructions will be provided once your request has been approved.

Please note that we do not offer exchanges at this time.

Non-Returnable Items

For safety and hygiene reasons, the following items are not eligible for return or refund:

• Opened or used products
• Product samples
• Individual products originally purchased as part of a promotional set or bundle
• Clearance or final sale items
• Gift cards
• Products damaged due to misuse, neglect, or improper storage

Refunds

Once your return is received and inspected, approved refunds will be issued to the original form of payment.

Please allow 7–10 business days for return processing after the returned package has been received. After the refund is issued, additional processing time may be required by your bank or credit card provider.

Original shipping charges are non-refundable.

Return shipping costs are the responsibility of the customer and are non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and provide:

• Your order number
• A description of the issue
• Photos of the product and packaging

Our Customer Service Team will review the information and determine the appropriate resolution.

Delivered Packages

Orders marked as delivered by the shipping carrier are not eligible for automatic refunds.

If your tracking information shows that your package was delivered but you cannot locate it, please:

1. Check with household members, neighbors, or your building management.
2. Contact the shipping carrier to file a claim.
3. Notify our Customer Service Team for additional assistance.

Incorrect or Insufficient Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Orders returned due to an incorrect, incomplete, or undeliverable address will be refunded for the product subtotal only. Shipping charges are non-refundable.

Order Changes & Cancellations

Our fulfillment process is designed to ship orders as quickly as possible. As a result, we cannot guarantee order changes, address updates, or cancellations once an order has been submitted.

If you need assistance, please contact us immediately and we will do our best to help.

Return Shipping Address

Luster Products, Inc.
1104 W. 43rd Street
Chicago, IL 60609

For your protection, we recommend shipping returns using a traceable carrier such as UPS or insured USPS service. Luster Products is not responsible for returns lost in transit.

Contact Us

If you have questions about your order, need assistance with a return, or would like to discuss a product concern, please contact our Customer Service Team:

Email: commerceinquiry@lusterproducts.com
Email: contactus@lusterproducts.com

Please include your order number and a detailed description of your inquiry so we can assist you as quickly as possible.

We appreciate your business and the opportunity to serve you.