Refund policy

Last updated: 30 September 2026

This policy applies to products bought on the LUZO Store at shop.luzo.app, operated by SalonSurf Ventures Private Limited ("LUZO", "we", "us"). It does not cover salon services booked on the LUZO app, which follow the app's own terms.

Sealed products, for your safety

We sell professional haircare products. For hygiene reasons, a product that has been opened, used or unsealed cannot be returned or exchanged. This applies to every product on the store.

When we replace or refund

We will send a replacement or give you a full refund, your choice, if:

  • the product arrives damaged, leaking or with a broken seal
  • you receive a different product from the one you ordered
  • the product is past its expiry date when it reaches you

To raise a request, contact us within 48 hours of delivery on WhatsApp at +91 91361 42432 or email support@luzo.app. Please share:

  • your order number
  • clear photos of the product and the outer box
  • a photo of the shipping label

We may ask you to keep the product and packaging until the request is closed. If a pickup is needed, we arrange it at no cost to you.

Cancelling an order

You can cancel free of charge any time before your order is dispatched. Message us on WhatsApp or email with your order number. Once the order is with our delivery partner, it cannot be cancelled, but you can refuse it at the door and we will refund you in full once it comes back to us.

If delivery fails

If our delivery partner cannot reach you after two attempts, the order returns to us and we refund you in full.

How refunds are paid

Approved refunds go back to your original payment method through our payment partner, PayU, within 5 to 7 working days of approval. Your bank may take a few more days to show the amount. If a replacement is agreed but the product is out of stock, we refund you in full.

LUZO Discount Voucher on refunded orders

The LUZO Discount Voucher earned on an order is credited to your LUZO wallet 24 hours after delivery. If the order is cancelled or refunded:

  • a voucher not yet credited will not be credited
  • a voucher already credited and not yet used will be withdrawn
  • if the voucher has already been used on a salon booking, its value will be deducted from your refund

Grievance Officer

Simaran Jain, SalonSurf Ventures Private Limited Email: support@luzo.app · WhatsApp: +91 91361 42432

We acknowledge every complaint within 48 hours and resolve it within one month of receiving it.