This policy is maintained by Lustra Beauty and applies to all orders placed on this store. It covers how to return an item, when you are entitled to a refund, and how warranty exchanges work.
30-day returns
Used or unused, you can request a full refund within 30 days of delivery.
Free collection
Faulty or incorrect items are collected at our cost. Otherwise, a small return fee may apply.
12-month warranty
Manufacturing defects are repaired or replaced at our cost for one year.
How to return an item
- 1Email us at didibulelani50@gmail.com within 30 days of receiving your order. Include your order number and the reason for the return.
- 2We confirm your return and send you a return label or arrange a courier collection from your address.
- 3Pack the item securely in its original packaging if possible, including all accessories and the travel case.
- 4Once the item reaches our warehouse, we inspect it within 2 working days.
- 5Approved refunds are processed to your original payment method within 5 working days.
Refund eligibility
You are eligible for a full refund if:
- You request the return within 30 days of delivery.
- The item is in resaleable condition with all original accessories, packaging and manuals included.
- The item is faulty, damaged or incorrect — in this case we cover return shipping.
- You change your mind — the item must be unused and in its original condition.
Items that are heavily used, damaged through misuse, or missing major parts may not qualify for a full refund. We will contact you with options if this applies.
Refund timeline
Return request
Same-day reply during business hours
Warehouse inspection
Within 2 working days of arrival
Refund processed
Within 5 working days of approval
Bank processing times may add an extra 2–5 working days before the funds appear in your account.
Warranty exchanges
All styling tools come with a 12-month warranty against manufacturing defects. If your item stops working or shows a defect during normal use within this period:
- Email us with your order number and a short description of the issue.
- We may ask for photos or a short video to confirm the defect.
- Once confirmed, we send a replacement or arrange a repair at our cost.
- Damage caused by drops, liquid ingress, unauthorised repair or misuse is not covered.
Items that cannot be returned
For hygiene and safety reasons, the following are non-returnable unless faulty or incorrect:
- Used personal care products that cannot be resold hygienically
- Items damaged by misuse, neglect, or unauthorised modification
- Gift cards and promotional codes
- Items bought during clearance or final-sale promotions, unless faulty
Need help with a return?
Our support team is based in Johannesburg and handles returns directly. Reach out and we will sort it out quickly.
Phone / WhatsApp
079 413 1934
Support hours: Mon–Fri, 08:00–17:00 SAST
Address: 21878 Judge Road, Mfuleni, 7100, South Africa
Last updated: 15 September 2026. We may update this policy from time to time; the version at the time of your order applies.