We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your 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.
Custom made products are NOT eligible for return.
To start a return, you can contact us at theluua@theluuacompany.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at theluua@theluuacompany.com or in our live chat during business hours.
Damages and issues
Please inspect your order upon reception and contact us immediately with any photo evidence you have or if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items reported with damage more than 24 hrs after receiving will not qualify for a refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products such (as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
******Customized orders are non refundable, in the event there is a mistake on our end such as Ie: misspelling etc. or damaged during shipping we would definitely correct this on our end and replace it. In this case, please send photo evidence to support@theluuacompany.com
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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, 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.
Shipping
To return your product, you should mail your product to: 500 Citrus Petal Rd Fuquay Varina NC 27526, United States
You will be responsible for paying for your own shipping costs for returning your item, however you will be reimbursed the full total plus any shipping cost you may have paid when initially buying the product.
