Shipping and Delivery Policy

Delivery of Goods

1. Delivery Address and Responsibilities:

   • Goods will be delivered to the Buyer's specified address, as provided in their account and agreed upon beforehand.
   • The Buyer is responsible for ensuring arrangements for the receipt of goods on the scheduled delivery day.

2. Parcel Tracking and Customs:

   • A separate tracking number will be emailed to the Buyer for monitoring parcel status.
   • All goods undergo customary customs inspections as part of the shipping process.

3. Cross Border VAT and Import Tax:

   • International purchases from Luxefiller.com may attract import taxes based on the Buyer's country, not included in the order amount.
   • Buyers are advised that orders do not cover taxes and are subject to individual country tax policies.

4. Product Handling in Transit:

   • Toxins and Saxenda pens are packed in insulated styrofoam boxes with ice packs.
   • In cases of melted ice packs, the temperature remains below 8°C due to adequate insulation for up to 4 weeks.
   • During summer, despite proper packaging, products may experience slight temperature variations, affecting efficiency by up to 10%. No return or refund requests due to temperature will be entertained.

5. Order Holds and Out of Stock:

   • Orders may be placed on hold pending Buyer response; failure to respond within 24 hours will result in the original order shipment.
   • Instances of out-of-stock items will prompt communication; non-response within 24 hours will lead to the shipment of available products and a store credit refund for the out-of-stock items.

Claims and Parcel Handling

1. Claiming Missing Items:

   • Claims for missing items require a video of the unpacking process for validation.

2. Undelivered Parcel Assistance:

   • Buyers experiencing non-receipt should track parcels and contact their local carriers promptly.
   • Failure to pick up parcels awaiting collection resulting in a return is non-compensable.

3. Parcel Claims and Investigation:

   • Parcel-related claims must be submitted within 30 days post-delivery.
   • Investigations into undelivered parcels may take up to 14 days from the date of notification.

4. Goods Quality Assurance:

   • Verified claims for received wrong products or missing items will be resolved through re-delivery or refunds.
   • Video proof of unboxing is required for claim processing.

5. Damaged or Defective Product Claims:

   • Claims for damaged or defective products must be reported within 30 days post-delivery via email.
   • Supporting videos or pictures are necessary for processing refunds or replacements.

6. Buyer’s Remorse and Expiration Dates:

   • Refunds for buyer's remorse are only viable if products are unopened, undamaged, and in original packaging.
   • Refunds are not applicable due to product expiration dates if products have sufficient time before expiration upon delivery.

7. Recipient Absence and Delivery Responsibilities:

   • Recipients are responsible for arranging delivery dates with carriers to avoid shipment issues due to unavailability.
   • No refunds will be provided due to recipient absence during delivery.

Product Outcome and Refunds

1. Product Usage Outcome Claims:

   • Refunds for product performance issues require full video documentation of the unpacking and product usage, which supports the customer's claim.
   • Refunds will not be processed without video evidence.

2. Damaged Box, Package, or Saline:

   • Compensation for damaged packages or saline is subject to evidence provided (pictures or videos).
   • Claims regarding solely damaged boxes without impacting the product are non-refundable.

Customs, Duplicated Payments, and Order Handling

1. Customs Assistance:

   • Customers are responsible for managing customs-related issues, including providing necessary documentation.
   • Assistance is offered upon confirmation of the package being held by customs, prompting a choice of free reshipping and if still stock at customs after reshipping .there will be no refund .

2. Duplicated Payments and Orders:

   • Duplicate payments due to customer error will be credited to the Buyer’s store credit.
   • Duplicate orders will be processed as per customer response within 24 hours; non-response leads to store credit refunds.

Acceptance of Goods and Title/Risk

1. Acceptance and Inspection:

   • Buyers are deemed to accept goods 24 hours post-delivery.
   • Timely inspection and notification of defects are necessary on the day of delivery.

2. Title and Risk Allocation:

   • Buyers assume all risks upon ordering from the website.
   • Risk transfers on delivery to the Buyer's address.
   • Until title passes, the Buyer holds the goods as a bailee for the Seller.

Changes to Terms of Service

1. Updates and Changes:
   • Any updates or changes to the Terms of Service will be posted on the website.
   • Continued use of the website post-changes constitutes acceptance of the revised terms.

Reviews and Customer Feedback

1. Review Section Guidelines:
   • Reviews with unrelated vendor or product names will be removed from the section.
   • Only first names are displayed in reviews to respect user privacy.
   • Shared pictures or videos in reviews may be used for marketing purposes.

Terms During a Sale

1. Sale-Specific Policies:

   • Sale orders cannot be delayed post-purchase or altered in terms of shipping requests.
   • No cancellation once payment is confirmed; only additions/removals are possible if orders are not yet shipped.
   • Certain limitations apply to combining orders during sales periods.

2. Shipping, Discounts, and Order Instructions:

   • Shipping address updates are not available during sale periods.
   • Discounts must be applied during checkout; post-purchase discount requests will not be entertained.
   • Customer requests on the memo are not feasible during sales periods.
   • Products shipped during sales have a minimum 3-month expiration window post-delivery.

Delivery Terms

1. Domestic and International Transit Time:
   • Domestic shipments generally transit for 3 - 7 days. Also we are not to be held responsible should incase delays by customs  
   • International orders transit for 3 - 7 working days (up to 8 days for Canada) based on courier selection.
   • Transit times may vary due to unforeseen circumstances.