EXCHANGE AN ORDER

Exchange items ordered!

• No support. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, design, quantity, and so on. As a result, we do not accept returns or exchanges due to your selection of incorrect items, sizes, designs, addresses, and so on.

CANCEL AN ORDER

Time frame for order cancellation after placing an order.

• You can only cancel your order within 6 hours of placing it. If you contact us after this time to cancel your order, it may have already been sent to the warehouse for processing and shipping.
• The cancellation fee is 10% of your total order value and will be applied to the cancellation process. To cancel your order, please contact us at support@luzluz.com.

RETURN & REFUND POLICY

Time frame can be returned after the order has been delivered.

• Our policy was in effect for 30 days after the delivery process was completed.
• After 30 days, the order will be considered accepted by the customer, and no reimbursement will be made.

Returns and refunds are accepted in the cases below.
If an item arrives in any of the following conditions, we will make every effort to refund the full amount of your initial order.

• The product arrives damaged.
• The product arrives shattered.
• The product design is not the same as the one you ordered.
• The product size differs from what you ordered.
• The product material differs from what you ordered.
• The product you ordered is not the one you received.
• The product differs from how it was described in the original.

Condition of the product when returned.
Noticeably, returned item(s) must NOT meet the following conditions:

• The item(s) have been worn or washed
• The item(s) have been modified in any way,
• The item(s) are in any way defective from the original, unless the condition is our fault
• The item(s) do not have their original tags.
• The item(s) have some redundant thread that can be easily cut/repaired.

The item(s) must be returned in their original condition and in their original packaging.

Proof of order to claim a refund.

• The shipping label/receipt
• Proof of purchase
• Evidence of defective items
• Email screenshots that we previously sent to you

Steps for requesting a return and refund.

1. Customers send the refund inquiry to email support@luzluz.com together with the required documentation.
2. Our customer support team will respond within 2–3 business days. Once you get the return address and instructions from us, please pack your items carefully and send your return package using a traceable carrier.
3. Send your return tracking number or a picture of the return receipt to our customer support email.

Depending on the circumstances, additional instructions will be provided.

If you do not have our email confirming the eligibility of your refund and return request, no refunds will be issued.

Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.
There will be no refund issued to you if we don’t receive the return package. As a result, please send the tracking number from the carrier you used to return the item(s) to support@luzluz.com in a separate email.

Cost of return shipping.

• Customers must pay the cost of return shipping, which is not included in the amount to be reimbursed.

Time for the refund request to be processed.

Refund processing can take up to 2 business days from the time we receive your return. When the package arrives, we will send you an email to confirm, and proceed to a full refund of your order, include the shipping fee that you previously purchased.

If you haven’t received your refund yet, double-check your bank account. Then, contact your credit card company, your refund may take some time to be officially posted. Depending on the policy of your card’s issuer, you should receive your money within 10 to 15 days from the date your refund was issued.
If you’ve done everything else and still haven’t received your refund, please contact us right away at support@luzluz.com. Please be patient and respond within 2~3 business days.

Thank you,

Customer Service Department

(*) IMPORTANT NOTES:

1. Our policy lasts for 30 days since the delivery process is completed. Beyond those 30 days, the order will be considered as being accepted by the customer and no reimbursement may take place.
2. Items can be returned within 30 days of delivery and don’t have any sub-fees, except shipping cost when you send the return package.
3. If the returned package is damaged or lost during return shipping, we will not be responsible and no refunds will be issued.
4. Customers must contact the Support Team ahead of time because we cannot be held liable for any unqualified Refund & Return Requests or lost item(s) during the return process.