FREQUENTLY ASKED QUESTIONS

What are the do's and don'ts of using EXOLUX?

To get the most out of EXOLUX products and keep your skin healthy, follow these guidelines. Use a patch test before using any new skincare product, including EXOLUX. This determines if you have ingredient allergies. EXOLUX product instructions must be followed. This covers usage frequency, application methods, and product-specific suggestions.

Before applying EXOLUX serums or treatments, cleanse your skin completely to maximize active ingredient absorption. Use sunscreen every day, especially when using exfoliating acids or retinoids, which can exacerbate sun sensitivity. Sunscreen can prevent premature aging and solar damage by blocking UV radiation. Consistency is crucial with EXOLUX.

The finest effects come from using them daily in your skincare routine. Avoid overusing products to avoid accumulation and irritation. Use only the suggested amount and frequency for best results. Not combining incompatible skincare products is also important. Ingredient interactions can cause side effects or diminished efficacy.

Read product labels and avoid EXOLUX products with incompatible ingredients unless advised by a skincare professional. Do not share skincare products, as germs and pollutants can cause infection or irritation. Finally, discontinue usage of EXOLUX products and visit a dermatologist or skincare professional if irritation or discomfort occurs. Follow these dos and don'ts for best performance and skin safety.

What is the typical shipping process for orders placed with EXOLUX?

The EXOLUX warehouse, fulfillment and logistics team are dedicated to making your experience with our brand as seamless and enjoyable as possible. The EXOLUX Customer Care Team is available at any point during the process for real-time answers regarding your order and delivery.

For In-stock orders: If your item is in-stock and your order received before 1:00pm (CST), your order will be fulfilled and shipped the same day. If your order is received after 1:00pm (CST) your order will be fulfilled and shipped the next business day.

For Pre-orders: If your item is not in stock at the time of purchase, you will receive an electronic confirmation of your order and the approximate expected ship date. Once the item arrives in our warehouse the order will be fulfilled and shipped and a shipping notification with tracking information will be emailed to you. You can track your package with our real-time order tracking for added convenience and peace of mind. EXOLUX uses UPS for all deliveries so that your package can be tracked from the warehouse to your doorstep. For your convenience multiple options are available for the speed of delivery.

What shipping methods do you have for the U.S.?

EXOLUX uses UPS for all domestic and overseas deliveries so that your package can be tracked from the warehouse to your doorstep. We provide standard and expedited shipping options for U.S. orders, ensuring a standard delivery time between 1-7 business days.

Where's my order?

Kindly review your email for tracking details. Additionally, you can access your account on the ExoLux website to monitor your order's progress. Should you require additional support or have inquiries, our EXOLUX Customer Care Team is readily available to assist you further.

What is the procedure for returns and exchanges at EXOLUX?

EXOLUX understands that products may not match your expectations; thus, we provide Easy Returns and Exchanges to ensure your pleasure. Just email our customer service team with your order number and reason for return or exchange. You will receive a return authorization number (RAN) and instructions from our specialized representatives.

To return items, properly wrap them in their original packaging and ensure they are unused and resalable. Please include the RAN# and your original order invoice. You can return the package to us using a trackable means (UPS, FedEx). To determine refund eligibility, our team will inspect returned items.

Simply tell customer service what you want to exchange. We'll send your exchange item(s) right away after processing your return. We will reimburse your payment or offer store credit for future purchases after the return or exchange process.

Shipping is non-refundable, and buyers must pay for returns unless our mistake, or a defective product caused the return. Our team is available to help you through the returns and exchanges process. For inquiries or problems, contact our customer service team.

Can I return an item for an exchange instead of a refund?

Certainly, you can return items for an exchange. All you have to do to start the return procedure is state your desire for an exchange. Our intention is that you should be entirely content with your purchase, and we will gladly arrange exchanges if necessary to assist you in locating the ideal item.

What is your Returns Policy?
EXOLUX RETURN AND REFUND POLICY

Please carefully read this Returns Policy prior to making a purchase. We want you to be completely satisfied with your online purchase.

If you change your mind, you’re welcome to return it back to us within 30 days of purchase date with our 30 days money back guarantee policy on the condition that the product is new, unused with the seal intact.

Returns and Exchanges can be initiated within 30 days upon receiving your order to qualify for our money back guarantee.

In taking up this special offer, you have agreed to the following terms and conditions:

• Your request to return is submitted within 30 days of receiving your order.
• You must provide (a copy of) a RMA number.
• Returned Product(s) must be in new unused condition (not physically broken or damaged) and perfectly clean. All accessories originally included with your purchase must be included with your return, original packaging, user manuals, Inserts and other printed documents.
• You must provide us a photo of the item received to show its new, unused with the seal still intact.
• Purchase is returned and received at the return address provided to you within 30 days upon receiving your order. Any (shipping) costs for the purchase or return will be incurred at the customer’s expense. EXOLUX LLC., and Bob Lilly Promotions will not refund return shipping costs.
• Any products damaged as a result of external factors, e.g. due to bad handling by the customer, are not covered by this return policy.
• EXOLUX LLC., and Bob Lilly Promotions reserves the right to unilaterally amend, suspend, or terminate this policy, or, in the event of policy abuse, exclude customers from its application.

Money Back Guarantee Exclusions

The following reasons are not applicable to the Money Back Guarantee offer;

• Product has been opened and used.
• Product doesn’t suit your needs and for no particular reason you are not satisfied with it. Note that we provide very clear product information and visuals available online prior to purchasing. Our team is always here to help with any questions you may have prior to purchase.
• Shipping delays. Please note that EXOLUX LLC., and Bob Lilly Promotions cannot be held responsible for shipment delays due to unforeseen and uncontrollable circumstances. Any pre-orders have the stock arrival date noted on the product page at the time of purchase.

Money Back Guarantee Additional Terms and Conditions:

1. Shipping and handling charges, packaging wrap fees, and taxes paid (such as state, customs, or VAT) are not refundable.

2. All returns must be submitted via our Returns Centre. If approved, you will be provided the return instructions. The customer is responsible for and must pay all shipping charges and you assume the risk of loss or damage to the returned Product(s) while in transit back to EXOLUX LLC., and Bob Lilly Promotions warehouse.

3. If you return Product to EXOLUX LLC., and Bob Lilly Promotions

(a) without a Return Merchandise Authorization (RMA) from EXOLUX LLC., and Bob Lilly Promotions or/and

(b) without all parts and accessories originally included with your purchase, EXOLUX LLC., and Bob Lilly Promotions retains the right to either refuse acceptance of such return or charge you a restocking fee of up to $49.00 or the retail value of the missing parts and accessories, whichever is higher.

RETURNING CONDITION

Due to our strict infection control protocols and hygiene reasons, for the protection of our customers, all our products come sealed. Product(s) and original outer packaging must be new and unused, in sealed, undamaged packages, and in a resalable condition. Once this seal is broken and the package is opened, we can not accept returns unless the product is deemed faulty from manufacturing.

If product is returned despite these conditions your return will be sent back to you at an additional charge;

RETURNING TIME FRAME

Return requests must be submitted within 30 days upon receiving your order. Returns, other than faulty items, must be received at the return address provided within 30 days from the date of return request was approved;

RESTOCKING FEE

A return fee will be deducted from the refund to cover the shipping and warehouse cost which would range from approximately $29 – $49. Customer service agents can provide a more exact cost before the product is returned upon request.

PROMOTIONAL CODE

Orders placed with a promo code that discounts the order are only eligible for a store credit in a form of voucher/s;

RETURN SHIPPING

Shipping and handling costs are not included in returns and refunds. The customer will be responsible for paying shipping costs for returning an item that is not of our error. Store-credit notes are valid for 1 year from the date of issue.

Original shipping charges and duties and taxes are non-refundable and charges for returned items are the responsibility of the customer. EXOLUX LLC., and Bob Lilly Promotions takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item/s via registered or traceable postal services as return parcels remain the responsibility of the customer until received by EXOLUX LLC., and Bob Lilly Promotions.

RETURNS APPROVAL

All returns need to be approved by EXOLUX LLC., and Bob Lilly Promotions support prior to sending the item back. You will be provided with a Return Authorization Number which must be included with the return so we can easily identify your parcel. Any return received without a Return Authorization Number will be rejected.

PROCESSING TIME FOR RETURNS

We endeavor to process returns and refunds as soon as possible. Please allow up to 7-14 business days for your return to be processed.

Prior to any refunds being processed, we are required to receive the returned product and inspect it to ensure it meets our return requirements stated in this policy.

You will receive email notification of when our team has received your return. If your return has been approved, then again you will receive an email that your refund of the product cost has been processed to the original payment method.

Defective/Faulty

We sincerely apologize for any inconvenience caused by receiving a defective product. Should your product become faulty with the 12-month warranty period, please contact our Customer Care team Exo-LuxSupport@BobLillyPromo.com with the below and we will work with you to resolve it as soon as possible :

• A description of the issue you’re experiencing
• Order number/purchase receipt
• Images/video of the fault

Our Customer Care team will guide you through troubleshooting tips in an attempt to solve the issue you’re experiencing. Further instructions may be provided, video requests and actions may be requested to help solve the issue.

If we are unable to solve the issue, we will assist you with submitting a warranty claim to have the item sent back to our facility for inspection and testing. If the product is deemed defective from manufacturing, we will organize a suitable replacement or repair within a reasonable time, and without significant inconvenience to you.

Our warranty does not cover general wear and tear, water damage, modifications, misuse or any damage caused by the user that would make your device unfit for use. There is no extended warranty period on a replacement product.

For more information on our warranty please visit our warranty policy here.

CANCELLATIONS AND RETURN TO SENDER

Once an order has been placed, it’s automatically sent to our warehouse for processing. Due to the high volume of orders our warehouse receives, we usually aren’t able to intercept the ordering to dispatch process. Once your order has been shipped it cannot be canceled and will be treated as a return request.

If you have a question about your order please contact our customer service team by sending an email to Exo-LuxSupport@BobLillyPromo.com. Note that responses can take up to 48 business hours.

If you refuse the package or it is tagged as Return to Sender (RTS), this action will incur a restocking fee and will be deducted from your refund amount. Your refund will be processed soon after we receive the items back from the courier at our warehouse. Please note that this can take up to four (4) weeks after your package is delivered to our warehouse to allow us time to receive, inspect, and verify your return and complete your refund.

If, for any reason, you wish to reship your package, please contact our customer service team by sending an email to Exo-LuxSupport@BobLillyPromo.com. However, we want to inform you that reshipping the package will incur a re-shipping fee. The exact amount of this fee depends on your location.

What are the billing and payment options available when purchasing from EXOLUX?

EXOLUX offers flexible payment options to match our clients' preferences and streamline shopping. We accept the following Credit/Debit cards: American Express, Discover, Mastercard, and Visa. We will also offer Apple Pay and Google Pay for a more streamlined checkout process.

Will I be charged customs and import charges?

There are no additional customs or import fees for orders shipped within the US. Our US shipping services cover all necessary taxes and duties, providing a smooth and stress-free shopping experience for our valued customers.

What benefits do EXOLUX Affiliate Program participants receive?

Our EXOLUX Affiliate Program lets people and businesses earn money by advertising our unique skincare products. Participants receive exclusive perks to maximize their earnings and partnership experience by becoming affiliates.

The EXOLUX Affiliate Program offers significant commissions on sales made through affiliate links or vouchers. Affiliates receive a fee percentage for each successful referral, making promoting EXOLUX items attractive.

Along with commissions, affiliates receive marketing materials and resources to promote. EXOLUX affiliates have all they need to sell their products, from professionally created banners and visuals to compelling content and product information.

Affiliates also receive continuing support from EXOLUX affiliate management. Our support team helps affiliates with inquiries, problems, and technical issues, assuring smooth cooperation. The EXOLUX Affiliate Program allows people and organizations to monetize their skincare enthusiasm and influence while promoting high-quality goods.

Do you have an affiliate program?

Yes, click here to become an affiliate partner and for additional information. When you refer our products to your audience, you will receive commissions. Receive benefits for recommending things you enjoy to your followers by enrolling in our affiliate program right away.

What are exosomes, and how do they contribute to skincare?

Many cells—including stem cells—release exosomes, which are membrane-bound vesicles that facilitate molecular cargo transfer and cell-to-cell communication. The growth factors, lipids, proteins, and nucleic acids that control cellular functions and tissue homeostasis are all found in tiny blisters.

Rejuvenating and regenerating, exosomes are especially sought-after in skincare. Exosomes reach and penetrate the epidermal barrier upon which they encounter target cells, providing various skin benefits. The skin is provided with hydration and firmness from exosomes. They also enhance collagen synthesis. Skin structure is broken and becomes lifeless because of a decline in collagen, which is a structural protein that gives your skin support and resiliency. Skin is firmer, smoother, and younger-looking when exosomes stimulate fibroblast cells to make more collagen.

In addition, exosomes have significant anti-inflammatory effects that soothe and relax painful skin. Through exosomes, inflammation is controlled, and its other benefits include skin soothing to relieve acne, eczema, and rosacea, and complexion cleansing.

The use of exosomes in skincare is promising, as they can treat a variety of skin issues and improve skin health naturally. The restorative, anti-inflammatory, and revitalizing properties of exosomes unlock the potential of skincare.

What is micro-needling, and how does it benefit the skin?

Collagen induction therapy, commonly known as microneedling, is a minimally invasive cosmetic technique that uses fine needles to produce tiny skin punctures or channels. This micro-injury stimulates collagen and elastin formation and skin regeneration and renewal.

Dermatological micro-needling boosts collagen production. Skin is strengthened, firmed, and elastic by collagen. Because collagen production slows with age, fine lines, wrinkles, and sagging skin appear. Mikro needling stimulates the wound healing response by establishing regulated skin micro-injuries, causing fibroblast cells to create new collagen fibers. Collagen formation increases skin texture, tone, and firmness, making skin smoother and younger-looking.

Through temporary passageways in the skin's barrier, microneedling can improve skincare product absorption and efficacy. By penetrating deeper into the skin, topical serums, lotions, and other skincare products work better and produce better results.

Micro-needling works well for multiple skin issues, including fine lines and wrinkles, scars, uneven texture, and hyperpigmentation. For smoother, firmer, and more radiant skin, micro needling stimulates collagen formation, improves skin texture, and boosts product absorption.

What opportunities does EXOLUX wholesale offer for businesses looking to partner with us?

Access to EXOLUX active ingredients or products for resale at wholesale prices is a major benefit. Our high-quality skincare serums, and treatments can be purchased in bulk at discounted prices to maximize business margins and stay competitive.

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