Eligible perfume and fragrance products may be returned within 30 calendar days after confirmed delivery.

Please contact us before the return period expires. Eligibility depends on the conditions below and any rights provided by applicable law.

Before sending a product back, email service@luqzena.com.

Please provide:

• Your order number and checkout email.
• The name of the product you wish to return.
• The reason for the request.
• Relevant photographs or videos when appropriate.
• Photos of the outer parcel and shipping label if an order is damaged, incomplete, or incorrect.

We will review your request and send return instructions if it is approved.

For a preference-based return, a fragrance product should generally be:

• Unused and in its original condition.
• Unopened with any hygiene or tamper seal intact.
• Complete with the bottle, cap, packaging, inserts, and included items.
• Accompanied by proof of purchase or its order number.

Opening the outer shipping parcel alone does not automatically make an item ineligible. Eligibility is assessed under the applicable product and legal conditions.

Luqzena™ offers perfumes and fragrance products. Perception of scent can vary with personal preference, skin chemistry, and environment. Minor packaging presentation differences may also occur.

A preference-based return may be requested within the applicable period when the product remains eligible under this policy.

Do not automatically send merchandise to our registered business address.

Once we review and approve your request, customer support will provide the authorized return destination and packaging instructions. Sending a parcel to another address can delay or prevent processing.

Some products may not qualify for a preference-based return because of hygiene, safety, customization, or condition. Examples may include:

• Opened or used perfume with a broken seal.
• Personalized items or gift cards, where applicable.
• Items clearly marked Final Sale before purchase.
• Products damaged or materially altered after delivery.

These conditions do not remove rights that cannot be excluded under applicable law.

Inspect your order promptly after delivery. If a perfume bottle arrives leaking, broken, incorrect, incomplete, or materially different from the listing, contact us within 7 calendar days where possible.

Include the order number and clear photographs of the item, bottle, outer parcel, and shipping label. Once the issue is confirmed, we will offer an appropriate solution without additional costs caused by an error attributable to us.

Preference-based returns: The customer generally pays return shipping when the request results from a change of mind, a scent preference, or an incorrect customer selection.

Confirmed problems attributable to us: We will address additional costs caused by a confirmed damaged, defective, incorrect, or incomplete item.

Original shipping charges are generally not refunded for a preference-based return. No restocking fee is charged for an approved return.

Follow the authorized return instructions and pack the fragrance bottle securely to reduce the risk of leakage or breakage in transit.

Use a reliable trackable service where permitted by the carrier and keep your receipt and tracking number. Fragrance products may be subject to carrier shipping restrictions; please check the approved instructions before posting them.

After the approved return arrives, we may inspect it to confirm that the return conditions have been met.

Once the return is received, inspected, and approved, an eligible refund is initiated to the original payment method within 5–10 business days. Your bank or payment provider may take longer to display the credit.

Approved refunds normally go back to the original payment method. If that method cannot receive a credit, contact us so we can review the available options with the payment provider.

In some circumstances, we may resolve a confirmed issue with a refund or replacement without requesting that the item be sent back.

An exchange depends on stock, eligibility, and the condition of the product. Contact us with your order details before mailing anything.

If the desired fragrance is unavailable for direct exchange, we may arrange an eligible return and ask you to place a new order.

Send a cancellation request as soon as possible after placing an order. We will try to cancel it before fulfillment starts.

Cancellation cannot be guaranteed after processing, packaging, shipment preparation, or dispatch has begun. No cancellation fee is charged for an order successfully canceled before fulfillment.

This policy describes our standard return and refund procedures. It does not limit consumer rights or remedies that cannot lawfully be excluded.