Description

I am filing this complaint due to Luxe Research’s failure to send the correct products, refusal to acknowledge their own fulfillment error, inconsistent refund offers, and misleading/contradictory return and refund policies that conflict with what is advertised on their website. On November 6, 2025, I received my order from Luxe Research and immediately noticed that the products delivered were not the products I ordered. I ordered their “Color Changing Foundation,” but what arrived instead was two bottles labeled “Medium Spectrum Sunscreen Serum SPF 50.” The product labeling, directions, and formulation did not match the advertised item. I immediately contacted the company with photos clearly showing: The product I ordered, The product I received, and The reaction on my skin when applying the incorrect product. Despite sending this information repeatedly, Luxe Research has never once acknowledged that they sent the wrong products. Instead, every response from customer service ignored this central issue and attempted to redirect the conversation toward product dissatisfaction, application tips, or unrelated usage advice. Misleading and Conflicting Refund Policy Luxe Research advertises a “30-Day Money Back Guarantee” on their website, stating: “If you’re not thrilled, send it back and we’ll refund your purchase.” There is no mention of the guarantee being limited to unopened items, nor any exclusions for cases where the wrong product is sent. Despite this, the company repeatedly claimed they do not accept returns of opened items for “hygiene reasons” — a restriction not stated anywhere in their advertised guarantee. When I pointed this out, they continued to ignore both the guarantee language and the fact that the issue resulted from their shipping error. Inconsistent and Contradictory Refund Offers The company’s responses have also been inconsistent and contradictory: In one email, Luxe Research offered a 30% refund without requiring a return. In a later email, they lowered this offer to 15%, unless I paid for international return shipping to China. At no point did they acknowledge or address the fact that the products sent were incorrect. This inconsistency reflects a lack of transparency and raises concerns about unethical business practices. Unreasonable and Unlawful Return Requirements The company is demanding that I: Pay out-of-pocket for international return shipping, Ship the items to an address in Guangzhou, China, Cover the cost for returning products I did not order. This requirement was never disclosed at the time of purchase and contradicts basic consumer protection standards. When a seller sends the wrong merchandise, the customer is not responsible for return shipping, especially not internationally. I requested either: A full refund without requiring a return, or A prepaid return label for the incorrect items. Both requests were refused. Steps Already Taken I have: Reached out to Luxe Research more than 10 times, Provided multiple photos and explanations, Given the company several opportunities to resolve the issue, Clearly communicated the fulfillment error in multiple emails, Warned the company that I would contact the BBB if unresolved. Despite this, the company continues to deny responsibility, ignore the core issue, and provide contradictory refund terms. Desired Resolution I am requesting that Luxe Research: Issue a full refund for Order #LF15957 without requiring a return, OR Provide a prepaid domestic return label (not international) for the incorrect products. Given that the company sent the wrong merchandise and failed to honor the terms of their own 30-Day Money Back Guarantee, I believe this is the appropriate and reasonable resolution. Attachments Available Upon Request Photos of the products ordered versus products received Photos of product reaction on my skin Screenshots of Luxe Research’s 30-Day Money Back Guarantee Full email correspondence (showing repeated refusals and contradictory refund offers)