Refund policy
LOSHEN & CREM RETURN POLICY
At Loshen & Crem, our goal is to provide you with products and an experience that inspire confidence and joy. However, we understand that occasionally, a product may not align with your expectations. Our thoughtfully designed return policy reflects our commitment to ensuring your satisfaction with every purchase.
OUR 30-DAY RETURN PROMISE
We are pleased to offer a 30-day return window for products that no longer suit your needs. To be eligible, items must be unopened, in their original condition, and returned to us within 30 days of delivery.
Once received, we will process your refund or issue a store credit within 30 days of delivery—effortless and reassuring.
RETURNING AN ITEM: A SIMPLE PROCESS
- Contact us: Send an email to info@loshen.ca.
- Share the details: Include your order number, the product name, and the reason for return.
- Confirmation: Our skincare experts will respond promptly with next steps.
- Send it back: Package your item carefully and ship it to the return address we provide.
- Refund finalized: Once we receive and review the item, your refund or store credit will be applied within 10–30 days.
Our dedicated team is always here to assist, ensuring a seamless and pleasant experience.
FREQUENTLY ASKED QUESTIONS
Are returns complimentary?
While we’re unable to cover return postage or original shipping costs, we will gladly do so if the item is damaged or incorrect.
What can I return?
Products that are unopened, in pristine condition, and purchased within 30 days—excluding final sale or promotional items—may be returned.
What should I do if my item is damaged or defective?
We deeply regret any inconvenience this may cause. Please reach out to us at info@loshen.ca within 3 days of receiving your order. Damaged or defective items will be replaced promptly at no additional cost, including shipping.
DAMAGED OR DEFECTIVE ITEMS
Each product is carefully inspected before shipping to ensure it reaches you in perfect condition. However, if your order arrives damaged or defective, please notify us immediately. Email info@loshen.ca within 3 days of delivery, and we will address the issue swiftly and without expense to you.
FINAL SALE ITEMS
Promotional Items: Products purchased at a discount during promotions are considered final sale and cannot be returned or exchanged.
Final Markdown Items: Items marked as Final Markdown are non-returnable, non-exchangeable, and non-refundable.
Hair Care Products, Nail Polishes, Nail Treatments & Makeup: Due to hygiene and quality control standards, all purchases in these categories are final and cannot be returned, exchanged, or refunded.
Electrical Devices : Electrical devices are final sale for change-of-mind returns — we're unable to offer returns, exchanges, or refunds if you simply change your mind. If a device arrives defective or develops a fault, please see our Warranties section below for manufacturer warranty support.
Seasonal Items: Seasonal and limited-edition items are final sale and cannot be returned, exchanged, or refunded.
Gift Cards: Gift cards are final sale and non-refundable.
Please note: Final sale means no exchanges, refunds, or credits are available.
In-Store Purchases: For products purchased at our Edmonton boutique, our return policy remains consistent. You are invited to return items directly to the store, allowing you to bypass shipping concerns. Kindly note that our opening hours may vary. For the latest information, please click Loshen & Crem Opening hours.
Final Sale on Store Credit Purchases: Any items purchased using store credit issued from a previous return will be considered final sale. These items are not eligible for further returns or exchanges.
CANCELLATIONS & ORDER ADJUSTMENTS
If you need to cancel or modify your order, please email info@loshen.ca at your earliest convenience. While we will do our utmost to accommodate your request, changes cannot be made once the order has been sent to our warehouse.
LOSHEN & CREM will assist with the manufacturer’s warranty process for all electrical devices purchased through our website. Depending on the brand and the specific issue, the manufacturer may replace the device directly, or LOSHEN & CREM may issue a replacement unit or a store credit.
Please note that refunds are not guaranteed, and LOSHEN & CREM reserves the right to deny a refund request at its sole discretion.
Warranty support applies ONLY to devices whose defect can be verified upon return and that have not been damaged through use. Original packaging is ABSOLUTELY required for any warranty assessment.
For warranty questions or to initiate a claim, please contact us at: info@loshen.ca
LOSHEN & CREM will assist with the manufacturer’s warranty process for all electrical devices purchased through our website. Depending on the brand and the specific issue, the manufacturer may replace the device directly, or LOSHEN & CREM may issue a replacement unit or a store credit.
Please note that refunds are not guaranteed, and LOSHEN & CREM reserves the right to deny a refund request at its sole discretion.
Warranty support applies ONLY to devices whose defect can be verified upon return and that have not been damaged through use. Original packaging is ABSOLUTELY required for any warranty assessment.
For warranty questions or to initiate a claim, please contact us at: info@loshen.ca