Refund policy

Refund and Return Guidelines  

Customers have the right to request a refund within 30 days of purchase if a product demonstrates defects, including poor materials, noticeable color inconsistencies, or significant deviations from its advertised description.

Refunds are granted for the product price only and exclude shipping costs and customs duties. Once the returned item is received and inspected, the refund process begins, typically taking up to 14 business days to reflect on the original payment method.

While we strive to provide consistently high-quality products, variations may occur. Any product quality concerns should be addressed to the manufacturer for appropriate resolution.

If your order included a free gift with purchase, please make sure to return the gift along with the original item. If the gift is not returned, the original retail value of the gift will be deducted from your refund.

 

Return Conditions  

We recommend notifying us of a refund request as promptly as possible to ensure a smooth and efficient process. The sooner you inform us and return the product, the faster we can approve and process your refund.

Please be aware that the acceptance of a return depends on the product being in its original condition at the time of receipt. To qualify for a refund, the product must be returned with all accompanying documentation, packaging, instructions, and in its original, undamaged state. Any damage or alterations to the product will disqualify it from being refunded.

If your item arrives damaged or in unacceptable condition, we will cover the cost of the return shipping label. However, if the return is initiated due to personal preferences the return shipping cost will be deducted from your refund.

Returns that do not meet our eligibility criteria will be sent back to the customer with an explanation. In such cases, the original shipping cost will not be refunded.

Filler Lux reserves the right to limit or decline future transactions if a pattern of excessive or abusive returns is identified.

 

Exceptions/ Non-Returnable Items

Please note that certain products are non-returnable. These include temperature-sensitive items, professional-use products and personal care products like cosmetics. Gift cards are also non-exchangeable and non-refundable. To ensure confidence in your purchase, we encourage you to carefully review all product details and descriptions before placing your order. Please note that products marked as part of a clearance collection are non-returnable and non-refundable under any circumstances. Returns will not be accepted for diffusers if the original packaging has been opened or if the product is no longer in a resalable condition (e.g., protective seals, sachets, or inserts have been removed).

 

Authenticity and Quality Assurance

Please note that all our products are equipped with a unique authenticity label. This label serves as confirmation of the product's quality and authenticity, ensuring that every item you purchase from Filler Lux meets the highest standards.

Products with damaged or missing authenticity labels are non-refundable. This policy helps us uphold our quality standards and protects the interests of all our customers. We appreciate your understanding and support in maintaining this process, allowing you to shop with confidence, knowing you are receiving only genuine and high-quality products.

 

Return Policy for Damaged or Lost Goods 

Please note that any damage sustained during transportation is not considered a valid reason for requesting a refund. Once your parcel is handed over to a third-party carrier, they assume full responsibility for its safety throughout the shipping process. While we ensure your goods are securely dispatched, we highly recommend purchasing shipping insurance to safeguard against potential damage or loss during transit.

Shipping insurance provides peace of mind by significantly reducing risks and ensuring compensation in the event of unforeseen circumstances.

Refunds are also not available for lost parcels or delivery delays. Filler Lux is not responsible for any loss or damage to goods during transportation. If your parcel is lost, we recommend filing a claim directly with the carrier or your insurance provider as soon as possible.

  

Domestic Return Process and Guidelines 

 

International Return and Refunds (Applicable to Canada, South America, Mexico, Islands)

Filler Lux does not manage international return shipments. Buyers are responsible for arranging and covering the cost of returning products if they wish to request a refund. Once the returned product is received by Filler Lux in its original condition and quality, the refund will be processed.

When returning a product, customers must ensure that the packaging is in good condition to prevent damage during transportation.

 

European Union Return Policy 

Customers who have received goods within the European Union have the right to cancel or return their order within 14 days, at their own expense, without the need to provide a reason. However, the product must be in its original condition—unopened, unused, with all tags attached, and in the original packaging. Additionally, you must provide relevant documentation, such as a receipt or proof of purchase.

We will notify you once we receive and inspect the returned product, and inform you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund to your account.

The customer is responsible for obtaining the return shipping label and adhering to all provided instructions. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@fillerlux-usa.com.

 

Missing Items from Your Order

At Filler Lux, we take pride in ensuring that every order is carefully packed and complete before it leaves our facility. However, in rare instances, a product may be unintentionally omitted from your shipment.

If you believe that part of your order is missing, please contact us within 10 business days of receiving your package. To initiate a review, email us at info@fillerx.com and include the following information:

• Your full name and order number

• A clear photo of the shipping label (with tracking number visible)

• Photos of the outer packaging and all contents received

• A description of the item(s) you believe are missing

Once we receive the necessary documentation, our team will investigate and respond within 5 business days. If the missing item is confirmed, we will either issue a refund or ship a replacement at no additional cost, depending on stock availability.

Please note:

• Requests submitted after 10 business days from the date of delivery may not be eligible for review.

• Incomplete or unclear claims may result in delays or denial of resolution.

• If your tracking number shows the order as delivered but the package is missing entirely, we recommend contacting the carrier or filing a claim with your shipping insurance provider if one was selected at checkout.

We are committed to providing you with an exceptional experience and will work with you to resolve any issues in a timely and fair manner.

  

Quality Assurance and Final Overview

We truly value the trust you place in Filler Lux and are dedicated to providing exceptional service that meets your expectations. Our policies are designed to be fair and transparent, ensuring that both you and our company are well-protected. To maintain the highest level of product integrity, we don't offer exchanges. Once a product leaves our warehouse, it’s never returned to our inventory. This means you'll never receive a product that’s been returned by someone else.

We store all of our products under strict guidelines to guarantee their quality and safety. However, after a product is in a customer’s possession, we can’t ensure the same conditions have been maintained. Because of this, we don’t restock returned items. You can always trust that every product you receive from us is brand new and has been stored properly.

Thank you for your understanding and cooperation in following these policies, which allow us to consistently provide the high-quality products you expect. If you have any questions or need help, don’t hesitate to reach out to our support team at info@fillerx.com

Thank you for choosing Filler Lux. We’re excited to continue serving you with the excellence you deserve. As always, LIVE BEAUTIFULLY!