TERMS & CONDITIONS
NOTICE
In the text below, LUSH Thailand refers to Natha Pure Co., Ltd. (Company Registration Number 0105559100331)
For any returns:
Contact: wecare@lush-thailand.com or LINE Official Account @LUSHThailand
At LUSH, we pride ourselves on delivering fresh, handmade cosmetics to your door and delivering excellent customer service every time.
We Believe in Excellent Service
We believe our LUSH Customer Care team is one of the best around. They work hard to answer your calls and queries, they lovingly pick and pack your parcels, and they send them out of the door with care and attention. If our service has rocked your world, or if you aren't 100% happy, contact our team right away on LINE Official Account @LUSHThailand or email us at wecare@lush-thailand.com. We aim to provide high-quality service and all feedback helps us to improve.
More information regarding delivery is shown below.
We hope your experience on our website is a happy one, and we always aim to get your parcels posted out as quickly as the situation allows.
1. Ordering
Everyone over 18 years of age is allowed one customer account. By placing an order on our website, you agree to give:
• Your real name
• Your email address
• Your billing address
• A delivery address (this maybe the same as your billing address)
• A contact phone number (in case we need to speak to you about your order and for delivery purposes) If there is any technical issue, incomplete information, or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile back on your face. Once you have placed an order, the website will first show your order number, then you will receive a confirmation email within 48 hours of your order being dispatched including the tracking number. Depending on which delivery option you've selected, you then have a rough idea of when to start running the bath or shower, or when your next quality cosmetics will be with you.
If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item soon, we may send it, at our own cost, in a separate parcel after your main order has been dispatched.
Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery and the delivery and/or billing addresses. After placing your order you will receive an automated acknowledgement.
2. Delivery
We have a variety of delivery options for customers in Thailand.
All our deliveries will be sent by courier and should be delivered within 72 hours within Bangkok or within 5 days up-country. Usually, orders will require a signature on delivery.
Delivery estimates are calculated from the time of dispatch, rather than from the moment you place your order. Because each product is carefully picked and packed by hand, these estimates can vary, particularly during busy times of the year. So, if your order is not dispatched straight away, don’t panic! We’re actively working on it.
Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (eg Force Majeure Event). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:
• Strikes or other industrial action.
• Civil commotion, terrorism or threat of, war or threat or preparation for.
• Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
• Disruption to supplies or delivery methods.
• Acts of government or regulatory bodies.
• Disruption to public or private telecommunications networks.
• Pandemics.
• Delays caused by carrier companies (though we will retain responsibility for loss and risk during transit).
Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.
Arrangements
After placing your order, you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched. You could email us at wecare@lush-thailand.com or contact us via LINE Official Account @LUSHThailand for any further assistance.
Once we accept your order, a contract to purchase the products takes effect between you and LUSH Thailand. You pay the sum that you see at the end of the checkout process including the delivery costs.
The Contract
When we confirm acceptance of your order by confirming the products have been dispatched a legally binding contract will exist between us. If we do not confirm acceptance, we will refund your payment.
Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order.
This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to block certain email addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer whom we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not a party to the contract shall not have any rights under or in connection with it.
3. Resale
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
4. Payment and Security
We do not hold your credit card data. You do not enter any credit card data into the LUSH Thailand site. When you come to pay for your products you leave our site and your payment is processed through the bank's secure server.
We accept Visa, Mastercard, JCB and certain Debit Cards as well as QR PromptPay. Payment will be made in Thai Baht (THB). We do not accept PayPal payments.
You can contact LUSH Thailand’s Customer Care via LINE Official Account @LUSHThailand (Weekdays 9 am - 6 pm, Weekends and Public Holidays 11 am - 8 pm). We will also be able to help you with any advice or help you may need with any LUSH products. Alternatively, please email your queries, problems or questions to wecare@lush-thailand.com
5. Prices and VAT
Our prices, as stated on our website, are in Thai baht (THB) and include VAT at the prevailing rate. You will be charged in Thai baht even if you don't live in Thailand. Where you have requested delivery to a Thai address, the price paid for the product will usually include VAT, and VAT will be shown on your email sales notification.
6. Customs
Products delivered to destinations outside Thailand may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-Thai country before ordering products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the ‘Products’ and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside Thailand. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
7. Cancellations and Returns
We aim to dispatch orders within two working days, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please contact us via LINE Official Account @LUSHThailand (Weekdays 9 am - 6 pm, Weekends and Public Holidays 11 am - 8 pm), or via e-mail to wecare@lush-thailand.com. If you would like to change anything about an order we would recommend that, in the first instance, you contact us via LINE Official Account @LUSHThailand (Weekdays 9 am-6 pm, Weekends and Public Holidays 11 am - 8 pm)or email us at wecare@lush-thailand.com to avoid having to pay for delivery again.
You have a legal right to cancel a contract which starts from the date we confirm your order has been dispatched, which is when the contract between us is formed. If you wish to cancel, please contact us in writing via LINE Official Account @LUSHThailand (Weekdays 9 am - 6 pm, Weekends and Public Holidays 11 am - 8 pm)or by sending an email to wecare@lush-thailand.com within three days of the order being placed.
In the event of a damaged parcel
We're very sorry if the LUSH products you looked forward to receiving have arrived damaged. We pack them safely, but even the most lovingly prepared parcel can get dropped or jostled on the way to your house. If you send these products back to us unopened within 3 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Don’t worry, nothing in these Terms and Conditions affects your statutory rights.
8. Product usage
All LUSH products and the ingredients used in them are formulated to meet industry safety and quality standards. They go through a thorough testing period involving volunteers to make sure they are safe for use on the human body. LUSH recommends to not use any of our bath and shower products with clothing or jewellery and to not use any of our products on pets. We understand that unusual allergies exist and that surprises can happen, and we would love to help in any way we can with cases of allergic reactions. If you suspect that you have an allergic reaction to a LUSH product, please contact our specialists through Customer Care at wecare@lush-thailand.com or via LINE Official Account @LUSHThailand
9. Cookies
No, not fresh handmade baked goods! The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.
By use of this website, you agree to our use of the cookies outlined in our Privacy Policy. If you wish to opt out of accepting cookies online, we would be happy to help! Please contact our specialists through Customer Care at wecare@lush-thailand.com or via LINE Official Account @LUSHThailand
10. VAT Queries
Delivery costs will be added to your order and the final total will include VAT calculated on your products and the cost of delivery.
11. Your Statutory Rights
Don’t worry, nothing in these terms affects your statutory rights.
12. Variation
We may vary these terms from time to time. If we do, we will replace these terms on our website with our new terms.
13. Trademarks
Trademarks are owned by Cosmetic Warriors Limited and used under Licence
14. Governing Law
These terms are governed by Thai law and the courts of the Kingdom of Thailand shall have non-exclusive jurisdiction.
LUSH Thailand Delivery Terms and Conditions
LUSH Thailand offers delivery services for products purchased from LUSH Thailand via its website, th.lush.com
Once LUSH Thailand accepts your order to purchase products (which will be confirmed to you in a separate acknowledgement) a contract to purchase the products from LUSH Thailand takes effect between you and LUSH Thailand and a contract to deliver the products takes effect between you and LUSH Thailand. You will be charged for the delivery service at the point when the order placed on the th.lush.com website is accepted.
Once the products have been obtained by the transport company LUSH Thailand will maintain responsibility for loss and risk whilst the products are in transit until the delivery is complete.
Delivery costs
LUSH Thailand will confirm the cost to deliver your products to your address at the checkout but prior to acceptance of your order. The delivery cost is determined by a combination of the size and weight of the order and the destination. If you decline the costs of delivery, LUSH Thailand will have to cancel your order.
You can select this on the checkout page but will have to provide a Thai address for delivery or collect the products in person. LUSH Thailand’s delivery charges appear on the delivery and order confirmation pages/emails as “delivery” after the subtotal for the value of the products purchased.
Delivery Time
Delivery time to overseas destinations will vary depending on where the delivery destination is. In the event that your order has not arrived within a reasonable period of time please contact wecare@lush-thailand.com or alternatively via LINE Official Account @LUSHThailand
Split delivery
LUSH Thailand may split the delivery of your order into several parts based on LUSH Thailand's stock availability. You will not be charged extra for this facility.
Data protection and privacy
Any personal information you provide to LUSH Thailand is stored securely and confidentially and is processed fairly and lawfully in accordance with this privacy policy. LUSH Thailand provides your details to its couriers that deliver your order for the purpose own delivery only.
If you have any queries regarding LUSH Thailand’s use of your personal information or this privacy policy, you should contact wecare@lush-thailand.com or alternatively via LINE Official Account @LUSHThailand
ANNUAL SALE & FRESHNESS SALE
1. These terms and conditions, together with other relevant LUSH terms and conditions (the “Terms”) apply to the Freshness Sale* (the “Sale”). By making a purchase from the Sale on LUSH Thailand stores and website, you agree to be bound by these terms and conditions. It is a condition of purchase from the Sale that all Terms are accepted as final.
2. The sale will begin and end as advertised or when we have run out of the selected stock. The sale items are exclusive to in-store and online retail sales in Thailand only.
3. The sale is on a ‘first come first served’ basis and subject to availability. As the stock is limited, it will not be remade once it has been sold through.
4. The products to be included in the Sale shall be at our sole discretion and we make no guarantee as to the type or availability of any of the products included within the Sale, although we hope to include as many of your favourite festive treats as possible. Products included in the Sale will be clearly marked in-store or will be found on the relevant promotion page in the LUSH website, with the discount also indicated on the product page.
5. All stock will be sold in line with our bulk buying policy to ensure products are for personal use and not for resale.
6. We hope you are thrilled with your purchases. However, in the case of a faulty item, we unfortunately may be unable to replace sale items due to limited stock. If we cannot offer you a replacement, Customer Care will be able to offer a refund on any faulty sale items or errors that occur from our website or in-store purchases. If you have purchased on the LUSH website and simply changed your mind, you have the right to a refund if the product is returned within 14 days of purchase in its original condition. For more information on refunds, please refer to our standard Terms & Conditions. This does not affect your statutory rights.
7. Some of the products in the sale are nearing the end of the time frames set out in our Freshness Policy (this is not the same thing as their best before date). It’s possible that a few of the items you purchase won’t be as fresh as our full-priced items and we think it’s important you’re aware of that now before receiving them.
8. For Website sales: LUSH reserves the right to provide standard delivery only for orders including sale items due to high order volumes. Your sale order may, therefore, be delivered via standard mail and is subject to the delivery restraints of that service during the sale period. For this reason, orders may fall out of the delivery times quoted in our Delivery Information page. You shall not be entitled to a refund of any delivery fees in the event your order is not delivered within these timeframes.
9. Sale discounts cannot be used in conjunction with any other online or in-store offer or promotion unless stated; this includes staff discounts which cannot be applied to sale items.
10. The discount is applicable against the gross value of the product. This includes VAT where applicable.
11. Where any of these sale terms and conditions conflict with our standard Terms & Conditions, these terms and conditions shall prevail in relation to the purchase of any sale products.
12. We reserve our right to withdraw or amend this offer at any time without prior written notice and at our sole discretion.
13. You explicitly acknowledge and accept the prohibition on commercial resale set out in our Terms and Conditions.
14. Limitation of Liability:
a. Subject to clause 14(b), LUSH and its group companies accept no responsibility for any damage, loss, injury or disappointment suffered by any person as a result of their participation in the Sale, their attempted participation or their acceptance of any product.
b. Nothing in these Terms shall exclude LUSH’s liability for death or personal injury as a result of its negligence, or for fraud or fraudulent misrepresentation, or for any other liability which may not be lawfully limited or excluded under applicable law.
c. By participating or attempting to participate in this Sale, participants agree that LUSH shall not bear any liability for: the loss, theft or misuse of any product; or any damage in any way attributable to this Sale or the attempted participation in this Sale, subject to clause 14 (b).
Any qualifying sale product will be up to discounted 50% automatically at checkout, not applied to taxes or fees. Adding item(s) to your cart online does not guarantee availability at the time of checkout. This promotion cannot be combined with another coupon, offer or store value card/gift card purchases. No promotional code is required—offer will automatically be applied to all qualifying items at the time of checkout. No rain checks. No cash value. Product availability may vary over the course of the promotion. If an item is missing, damaged or lost, we may be unable to replace it due to limited stock. If products purchased under this promotion are returned, the refund will equal the amount paid by the customer at the time of sale, subject to applicable refund policies. Offer limited to available inventory, while supplies last. This promotion is not available through third-party vendors. Offer excludes: Lifestyle, Sundries, SPA treatments, Store Value Card/Gift Card purchases, and LUSH Giving products. Any disputes will be resolved by LUSH Thailand at its sole discretion.
**In-store:
- This exclusive offer is limited to a curated selection of products.
- Any qualifying sale product will be discounted up to 50% automatically at checkout. The total number of items per customer is limited to 60.
- All other products are excluded.
- No promotional code is required—offer will automatically be applied to all qualifying items at the time of checkout.
- No rain checks. No cash value.
- This promotion cannot be combined with another coupon, offer or store value card/gift card purchase.
- Product availability may vary over the course of the promotion. Offer limited to available inventory, while supplies last.
- Offer excludes: Lifestyle, Sundries, SPA treatments, Store Value Card/Gift Cards purchases, and select LUSH Giving products.
- Any disputes will be resolved by LUSH Thailand at its sole discretion.
