Luzera Refund & Return Policy
Return Policy
We offer a 15-day return policy, meaning you have 15 days from the date you receive your item to request a return.
To be eligible for a return, the item must meet the following conditions:
- Unused, unworn, and in the same condition as received.
- Must include all tags and be in the original packaging.
- Proof of purchase or receipt is required.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom-made or personalized items (unless defective or damaged).
- Sale items or gift cards.
- Items that have been used, damaged, or altered after delivery.
- Orders with incorrect shipping addresses provided by the customer.
- Returns due to buyer’s remorse (e.g., changed mind, no longer want the item).
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us immediately upon receipt. We will evaluate the issue and work to resolve it as quickly as possible.
How to Initiate a Return
To start a return, please contact us. After your request is reviewed, we will provide further instructions, including the return shipping address.
⚠️ Returns sent without prior approval will not be accepted.
If your return is approved, we may provide a return shipping label if you qualify for free returns.
Exchanges
For a faster exchange process, we recommend returning the original item and placing a new order for the desired item.
Refunds
Once we receive and inspect your return, we will notify you of the refund status. If approved, the refund will be processed to your original payment method within 10 business days. Processing times may vary based on your bank or payment provider.
If more than 15 business days have passed and you have not received your refund, please contact us.
For any additional questions, feel free to reach out to us. 💖