By placing an order through Luzluz, you agree to the terms below. We set these policies to ensure that you are fully aware of our return and refund procedures.

A. 30 DAY RETURN POLICY

We have a 30-day return policy. This means you can request a return within 30 days of receiving your order. In order to be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

B. HELP! I CAN’T FIND MY RETURN LABEL

Don’t worry — our packages don’t include return label. Just reach out to support@luzluz.com, and we’ll help you place your return or exchange.

C. RETURN PROCESS

To start a return, you can contact us at support@luzluz.com. Please include the following information in your return request:

+ Order number and full name
+ Proof of purchase (Order information Screenshot)
+ Reasons for return
+ To make the process as smooth as possible, please attach a video or photo of the defective or damaged product as proof for a refund or replacement.

Once we received and confirmed your return (usually within 72 hours of receipt), you’ll receive an email confirming that your return is complete. If there is a refund, it will be issued within 7 days. Please note that, relying on your bank or credit card company will take another 3-5 working days for the credit to be credited to your account.

D. DAMAGED AND WRONG PRODUCTS OR ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong thing so that we can evaluate the issue and make it right. To return your product, you should contact our mail.

E. EXCHANGES

We only exchange damaged, wrong products, wrong size, or defective products. If you need to exchange an item, don’t hesitate to contact us at support@luzluz.com

F. Return Shipping Cost

– Customers do not need to pay the return shipping cost for defective products. 

– Customers pay the return shipping cost for non-defective products.

– Shipping cost is not refundable for ordering the wrong product by the customer. If customer order the wrong product, customer will be responsible for paying actual cost of return shipping to return the product.

– Customers return their product by mail.

– No restocking Fee on Returns.

– In all cases of exchange/return, it is necessary to send a video, image of the product when received, clearly labeled to make sure the product ordered from us and clearly indicate the error of the product.

G. REFUNDS

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, it will be issued within 7 days and you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

H. Cancellations

If you wish to cancel your order, it must be canceled within 12 hours of the order placement, in which case we will provide you with a full refund. Cancellations after that time may be treated as a “Change of Mind” return.

Before placing an order, please make sure to fill in the correct address, accurate to the street and house number, so that you can accurately receive the package in time. If the delivery address is wrong and the delivery is unsuccessful, the customer will bear the corresponding loss. Thanks for your kind understanding.