Return policy
Lukesgrille - Return and Exchange Policy
Satisfaction guaranteed, shopping assured.
Lukesgrille is committed to providing you with a pleasant shopping experience. We understand that online shopping may require return and exchange services, so we have formulated clear policies to protect your rights. Please read the following terms carefully before returning or exchanging items:
I. Conditions for Returning or Exchanging Goods
1. Time Limit: You have 14 days from the date of receiving the package to decide whether to apply for a return or exchange. Beyond this time limit, the request will not be processed.
2. Condition of the Goods:
* The goods must be in a brand-new and unused state, meaning they have not been worn, washed, or damaged by human intervention.
* The goods must be in good condition, with all original packaging, tags, labels, accessories, and gifts intact.
* The goods must not have any odors, stains, or usage marks.
* For household items such as ornaments, please ensure there are no scratches or damages.
3. Special Notes:
* Underwear, socks, swimwear (for hygiene reasons), discounted promotional items (as indicated on the page), and custom-made items are not eligible for return or exchange unless there is a quality issue.
* All products are subject to the actual item received. Color discrepancies due to personal screen perception are not considered as grounds for return or exchange.
II. Handling of Return and Exchange Reasons
* Return: Applicable for reasons such as not liking or not fitting (such as not being the right size). The handling of shipping fees is as follows.
* Exchange: Currently, only exchanges are supported due to quality issues with the product (such as thread breaks, large areas of color fading, severe workmanship flaws, or damage) or if we sent the wrong item (color, size, style mismatch). Please note that exchanges are not supported for subjective reasons (such as not liking the size/color) unless you return the item. We recommend that you return the item and then place a new order for the desired size/color. If you need an exchange, please ensure that the size/color you need is in stock.
III. Quality Issue Determination
If you find that the goods have quality issues, please contact our customer service at "lukesgrille@outlook.com" within the first [suggested: 48 hours] after receiving the goods, providing clear order information, photos or video evidence (please take clear photos/videos showing the problem area). After our verification that it is indeed a quality issue, we will handle it for you properly.
IV. Return and Exchange Process
1. Application: Within the specified time limit after receiving the goods, submit a return or exchange application through email or online customer service, providing your order number, information about the goods to be returned or exchanged, and the reason for the return or exchange. If there is a quality issue, please also upload evidence.
2. Review: Our customer service team will review your application within 2-4 working days.
3. Review Passed: After the review is passed, the customer service will inform you of the specific return or exchange operation instructions via email, including the return or exchange address.
4. Return of Goods: Please return the goods according to the address provided by the customer service. It is recommended that you choose a courier with logistics tracking function (such as DHL, FedEx, EMS, etc., for international delivery), and properly package the goods to protect them from damage during transportation. You need to pay the return shipping fee in advance.
5. Warehouse Inspection: After receiving the package, the warehouse will conduct a strict inspection. Only when the goods fully meet the "conditions for returning or exchanging goods" will subsequent processing be carried out.
6. Refund Processing: (Return situation)
* After the inspection is passed, we will process a refund for you. The refund amount will be the actual payment amount for the goods (excluding the original shipping fee).
* The refund will be returned to the account you initially paid to (such as credit card, PayPal, Alipay, etc.), and the specific arrival time depends on the processing speed of your payment platform. It is usually completed within 5-15 working days after confirmation of receipt.
7. Exchange Goods Sent: (Exchange situation)
* After the inspection is passed and it is confirmed that there is stock, we will quickly arrange for the exchange of the goods. * In case of insufficient stock and inability to replace, we will negotiate with you to handle the situation (such as refund or replacement of other products).
V. Return Shipping Fee Explanation
* Due to product quality issues or incorrect/delayed delivery: Lukesgrille will cover the reasonable international shipping cost for your returned goods (the upper limit of the shipping cost needs to be confirmed in advance).
* Due to buyer's subjective reasons (such as inappropriate size, not liking the product): All return shipping costs (including international return shipping costs) must be borne by the buyer. When returning the goods, you need to pre-pay the shipping cost. At the same time, the original international shipping cost cannot be refunded.
* Customs Fees: Any export or re-import customs duties (if any) resulting from the return will be borne by the buyer.
We hope that every customer can purchase the desired good at Lukesgrille. If you have any questions, please feel free to contact us through our contact information. Thank you for your understanding and support!