Return, exchange, and refund policy

 

This Returns, Exchanges and Refund Policy outlines your rights and obligations regarding product returns, exchanges, and refunds. It is designed in line with applicable UK consumer requirements, data protection principles, and marketplace standards.

1. Return and Exchange Validity Period

• You may request a return or exchange within 30 days from the date of delivery confirmation.

• Requests submitted after this period may not be accepted.

2. Conditions for Returns and Exchanges

To be eligible for a return or exchange, all of the following conditions must be met:

• The item must be returned within the valid return period.

• The product must be unused, unworn, and in its original condition.

• All original packaging, accessories, and included materials must be returned together with the item.

• Proof of purchase or order confirmation is required.

Items that do not meet these conditions may be rejected.

3. Return Process

To initiate a return, please follow the steps below:

• Contact customer support to request a return authorization.

• Once approved, follow the return instructions provided.

• Pack the item securely using the original packaging where possible.

• Attach the provided return label and send the parcel back as instructed.

Please note: Returned items must be kept in good condition. If the product shows signs of damage or use, the return request may be rejected. For your convenience, a return label is included in the package.

4. Exchange Process

• If you wish to exchange an item, please contact customer support within the 30-day validity period.

• Exchanges are subject to product availability.

• Once the original item is received and inspected, the replacement item will be arranged.

• If the requested replacement is unavailable, a refund will be issued instead.

5. Refund Process

• After the returned item is received and inspected, approved refunds will be processed.

• Refund Method: Refunds will be issued within 1–3 business days to the original payment card used at checkout (Visa, MasterCard, Discover, Diners Club, JCB).

• Refund Arrival Time: The time it takes for the refund to appear in your account depends on the processing efficiency of your card issuer and may vary.

6. Non-Returnable Situations

Returns or refunds may be refused in the following situations:

• Requests submitted outside the return period.

• Items returned with damage, missing parts, or signs of use.

• Incomplete returns or missing original packaging.

7. Additional Information

• Refunds cover the product value only and do not include non-refundable charges where applicable.

• Processing times are estimates and may vary during peak periods.

• This policy applies only to purchases made through our online store.

8. Contact Information

For any questions regarding returns, exchanges, or refunds, please contact customer support using the details below:

Contact Address:
393 Unomachi 4-chome, Uwacho, Seiyo City, Ehime Prefecture 797-0015, Japan

Customer Service Phone:
+81 894 25 4487

Customer Service Email:
partnership@luxeupio.com

Service Hours:
Monday to Friday, 09:00–12:00 and 14:00–17:00 (CET)