Policy overview
All sales are final: Lebrostone does not accept returns or exchanges for any products once delivered, and orders are considered closed after successful delivery.
Limited exception: claims are accepted only for products that are damaged in transit, defective on arrival, or received incorrectly, subject to verification and timelines below.
No returns and exchanges
No returns for change of mind, allergic reactions, taste/smell preferences, or dissatisfaction after use, as personal‑care products are hygiene‑sensitive and cannot be resold once opened.
Opened, used, unsealed, or tampered packages are strictly non‑returnable under all circumstances.
Damaged, defective, or wrong item (DOA) claims
Eligibility: claim if the product arrives physically damaged, visibly leaked, has broken seals on delivery, is expired on receipt, or is a different item/variant than ordered.
Time window: report within 48 hours of delivery for fastest resolution; late claims may be declined to prevent misuse, following common marketplace standards.
Evidence required: clear photos or video showing the full outer box, inner packaging, shipping label, product, batch/lot number, and the specific damage or mismatch for verification.
Packaging retention: retain all packaging until the claim is closed; disposal before verification may void eligibility.
Resolution options
Replacement or refund: after review and approval, Lebrostone will either reship the correct/intact item or issue a refund to the original payment method, at Lebrostone’s discretion.
Refund timeline: once approved, refunds are initiated within 3–7 business days, and may take 5–15 business days to reflect depending on bank or payment gateway processing.
Shipping costs: for approved DOA cases, Lebrostone bears reasonable reship or pickup charges; no other costs or consequential damages are covered.
Non‑returnable and non‑refundable cases
Products without original packaging, labels, barcodes, freebies, or accessories; serial/batch tampering; altered composition; or requests beyond the defined time window are not eligible.
Free gifts, promotional items, sample packs, and items marked “final sale” are not eligible for refunds or replacements.
Order cancellation
Cancellations are allowed only before dispatch; after dispatch, the order is considered final and non‑returnable.
For prepaid cancellations before dispatch, refund is processed to the original payment method, net of applicable payment gateway fees where charged by the provider.
Undeliverable or refused shipments
If a shipment is refused at delivery or marked undeliverable due to incorrect address/phone, Lebrostone may reship after collecting re‑delivery charges or cancel and refund net of shipping and payment costs at its discretion, subject to applicable laws.
Warranty and liability
Except as expressly stated for DOA cases, products are provided “as is” without additional warranties; liability is limited to the invoice value of the affected item as permitted by law.
This policy does not limit statutory rights where applicable; Lebrostone may update the policy periodically, with changes effective upon posting on the website or invoice footer.
How to raise a claim
Contact within the claim window with order ID, delivery date, and issue summary to Customer Support (email and phone listed on invoice/website), and attach required photos/video for review.
After verification, Support will confirm the decision and next steps for replacement or refund, and share timelines for pickup/reship or refund initiation.
Contact
Customer Support: Available on business days during standard hours; contact details are printed on the invoice and posted on the website footer for easy access.
By placing an order with Lebrostone, the customer acknowledges and agrees to this No Returns and limited Refunds policy, including evidence and timeline requirements for DOA claims.
