Returns & refunds

LUSERA sells cosmetic-grade raw ingredients for formulators, not finished personal-care products. Returns follow chemical raw-material rules: unopened, unadulterated containers can come back; opened lots generally cannot be restocked.

30-day window

You have 30 days from delivery to request an RMA by emailing info@lusera.com with your order number, SKU, lot code, and reason. Do not ship anything back until we reply with an RMA and the Los Angeles return address. Packages sent without an RMA are not accepted.

What we accept

• Unopened containers in original, unmarked packaging — refund to the original payment method minus outbound shipping, or store credit for the full merchandise amount if you prefer a faster resolution.
• Wrong item, short shipment, or transit damage — always covered. Photograph the carton and labels, then contact us within 7 days of delivery. We replace or refund, including return freight we authorize.
• Out-of-spec material — if a lot fails the COA versus the stated specification, we replace or refund after we review the certificate and, if needed, a retain sample.

What we do not accept

• Opened, sampled, diluted, or relabeled containers (contamination risk; not resaleable).
• Returns after 30 days, except for documented specification failures.
• Gift cards.

Sale badges and “personal care”

A Sale badge or a struck-through compare-at price does not void this policy. The catalog is priced by size; a promotional display is not a reason to refuse an otherwise eligible unopened return.

These SKUs are formulating ingredients (surfactants and preservatives). They are not finished beauty or personal-care goods for the purpose of a blanket no-returns rule. Once a seal is broken, the lot cannot be returned except for the defect / mis-ship / out-of-spec cases above.

Return address

Approved returns go to our Los Angeles distribution center. Email info@lusera.com for an RMA — we send the street address with that authorization so inbound freight is expected. There is no public drop-off and no placeholder address on this page.

Refund timing

After we inspect an authorized return, approved refunds post to the original payment method within 10 business days. Banks may take additional time to display the credit. If more than 15 business days have passed since approval, email info@lusera.com.

EU buyers

If we ship into the European Union, you may cancel an unopened order within 14 days of delivery under the EU cooling-off rules, in addition to the defect remedies above. Opened chemical containers are excepted for hygiene and contamination reasons.