Return & Refund Policy

The customer has a period of 7 days after receiving the item to request and start the product return process

To initiate a return request: Send an email to support@luzhomedesign.com with a copy of your invoice, reason for return/exchange/cancellation.

All costs and logistics, repacking is the responsibility of the customer

It is the customer's responsibility to ensure that the product arrives in the conditions it received so that its return process is not disapproved.

The product must arrive in perfect condition and in its original packaging.

Products with characteristics of use, punctured or cut will not be accepted.

Promotional or sample items are not eligible for return.

In the FREE SHIPPING modality, the return cost is the customer's responsibility.

Please note: We do not cover the cost of return shipping.

You will also need a receipt or proof of purchase.

If your return is approved, we'll send you instructions on where to send your package. Items sent back to us without our prior return approval will not be accepted.

Products returned due to no longer wanting the product or ordering the wrong item. If approved, the value of the approved products will be refunded without the shipping cost and discounting 20% restocking damage and problems.

The customer is responsible for executing his order upon delivery.

The customer has a period of 5 days after receiving the item to request and start the product exchange process

Manufacturing damage: EVERY PRODUCT IS INSPECTED BEFORE WITH STRICT QUALITY CONTROL, AND PHOTOS AND VIDEOS ARE TAKEN OF THE ENTIRE PROCESS BEFORE RELEASING FOR TRANSPORTATION. Any manufacturing damage, problems or defective gifts, contact us immediately. We will evaluate the problem and make the necessary corrections.

In case of any item damaged during shipment and delivery, the customer must contact the company immediately by email support@luzhomedesign.com to initiate a return process for the product damaged in transport

Items sent back to us without our prior return approval will not be accepted.

To initiate a return request: Send an email to support@luzhomedesign.com with a copy of your invoice, reason for return

Upon delivery, if you have a damaged product making it impossible to install, the customer must send many photos of the product from various angles and a description of the product and details of the damage so that we can approve your return and initiate a claim with the responsible carrier.

Insufficient photos and insufficient evidence compromised the approval of the product return and exchange process

Purchase cancellation

After completing the purchase in our online store, the customer will have 24 hours to cancel it. The customer must contact us urgently only by email to support@luzhomedesign.com within this period. However, if a shipping label has been issued, we will not be able to cancel with the transport company. After the cancellation is approved, a 4% credit card fee will be deducted from the invoice.

Please note that any delay in collecting your purchase is the sole responsibility of the carrier. Not being eligible for a refund.

MISSING ITEMS

If an item is missing from your order, we will make an inquiry with the carrier immediately, please be advised that the inquiry may take a few days to resolve. Our goal is to resolve this immediately. If it is confirmed lost by the shipping company and refunded, we will send you a replacement.

In the event that an item is marked as delivered to you or to your address, be it a reception desk, door/porch or similar and you claim that it has not been delivered, we request notification within 24 hours via email to support@luzhomedesign.com with proof that was not delivered. As mentioned earlier, we are not responsible for the transport company's logistics or problems during delivery.

REFUNDS

We will notify you within 48 hours of receiving and handling your return and will let you know whether or not the refund has been approved. If approved, you will be automatically refunded within 3-7 days of the original refund being approved and in the original form of payment.

Keep in mind that it may take 7-14 days for your bank or credit card company to process and post your refund after you approve and issue it through our system.

INFORMATION WILL NOT BE ACCEPTED BY PHONE CALL OR ATTEMPTED PHONE CALL AS CONSENT.

You can always contact us at support@luzhomedesign.com for any return inquiries.