Retrieval and Replacement Policy

Retrieval and Replacement Policy

Retrieval and Replacement Policy

Exchange and Return Policy

Last update: 08/30/2024

In order to ensure your satisfaction, damaged products will be returned or you will be compensated with a balance in the wallet including shipping. To ensure your safety, beauty products, perfumes, care products, or products that have been used or opened will not be returned for your safety.

You can also return device products provided that they have not been used or opened, and provided that they are in their original condition as received from Loke Beauty.

Q: Are there any return fees?

A: When returning a product that is intact and undamaged; that is, in its original condition, the customer bears the return fee of 19 riyals and it is deducted from the value of the returned product.

When returning a damaged product, Loka Beauty bears all fees.

Q: How can I return a damaged product?

A: Our customer service colleagues will be happy to serve you in this regard by sending a ticket on the request, provided that the returned product is in its original condition and in its original packaging and has not been used, opened or changed.

Q: Can I return a damaged product purchased with Loka Beauty offers?

A: In the event that a damaged product purchased with Loka Beauty offers is received, the customer will be compensated by shipping a new product, or adding a balance to the wallet for the value of the product, and the value of the product cannot be returned to the bank account.

Q: Can I return lenses in their original condition?

A: To ensure your safety, beauty products, including lenses, are not returned even if they are in their original condition.

Q: How long is the period allowed to return a damaged product?

A: You can return the damaged product within 7 days of the purchase.

Q: How long does the return process take for a damaged product?

A: At Loka Beauty, we work hard to satisfy you, the return process may take up to 10 working days.

Q: In the return process, how can I get a refund?

A: The amount will be refunded after the damaged product arrives to us and its condition is verified, and then the amount will be refunded according to the payment method used.

If payment is by credit card, the amount will be refunded to the wallet or bank account, and if payment is upon receipt, the refund will be a balance in the wallet.

Q: Can I retrieve Qitaf points and transfer them to the bank account?

A: If Qitaf points are replaced with a balance in the Lucca Beauty wallet, they cannot be retrieved to the bank account.

Q: Can I retrieve Al Rajhi rewards and transfer them to the bank account?

A: If Al Rajhi rewards are replaced with a balance in the Lucca Beauty wallet, they cannot be retrieved to the bank account.

Q: Can I retrieve the temporary balance and transfer it to the bank account?

A: We apologize! The temporary balance cannot be retrieved or transferred to the bank account.

At Lucca Beauty, your satisfaction is our goal.