Returns & Refunds Policy

Introduction

At Monique Lustré, your satisfaction is our priority. We strive to provide high-quality products crafted with care. This Returns & Refunds Policy explains your rights and outlines our procedures to make returns and refunds as smooth as possible, in compliance with North Macedonia's consumer protection laws.

1. Your Right to Cancel and Return

1.1 Cancellation Period

You have the right to withdraw from your purchase within 14 calendar days from the day you receive the product (the "cooling-off period"), without providing any reason.

1.2 Conditions for Returns

To be eligible for a return, items must be:

• In their original condition, unused and unwashed
• With all original packaging, labels, and tags intact
• Returned with the receipt or proof of purchase

Products not meeting these criteria will be refused or may incur a reduction in refund value.

1.3 Items Not Eligible for Return

• Custom or personalized items
• Hygiene-related products (if applicable)
• Items clearly marked as final sale or non-returnable

2. How to Return a Product

2.1 Initiating a Return

To start a return, please contact our Customer Service team within 14 days via email: info@lustre.boutique or phone: +1 307 533 3668. Provide your order number and reason for return.

2.2 Return Shipping

You are responsible for the cost of returning the product, unless the return results from our mistake (damaged/wrong item). We recommend using a tracked shipping method to ensure receipt.

2.3 Return Address

Returns should be sent to the address provided to you by one of our agents.

3. Refunds

3.1 Refund Process

Once your return is received and inspected, we will notify you about the approval or rejection of your refund within 7 business days.

3.2 Timing of Refund

Approved refunds will be processed using the original payment method within 14 calendar days of return approval.

3.3 Partial Refunds

Partial refunds may be granted for products not in original condition or damaged beyond normal wear.

4. Faulty or Incorrect Products

4.1 Reporting Faulty Items

If a product arrives defective or incorrect, please notify us within 7 days of receipt.

4.2 Resolution

We will offer a full refund, replacement, or repair at no extra cost to you, including return shipping.

5. Legal Rights and Disclaimers

5.1 Consumer Rights

This policy does not affect your statutory rights under Macedonian consumer protection legislation, which guarantees that goods must be as described, of satisfactory quality, and fit for purpose.

5.2 Limitation of Liability

To the extent permitted by law, Monique Lustré is not liable for any indirect or consequential losses arising from the purchase or use of products.

5.3 Changes to This Policy

We reserve the right to modify this policy at any time. Updated versions will be posted on our website with the effective date.