Refund Policy
1. DO YOU HAVE A RETURN POLICY OR EXCHANGE POLICY?
Yes, we are pleased to offer a return policy on unused product. We find that we have remarkably low return rates and we tested most of our bestselling products ourselves.
2. FOR WHAT REASONS CAN I RETURN MY ORDER FOR A REFUND?
2.1: Refund
We accept returns for a full refund within 60 days from the delivery date. You may request a refund if:
- The product (excluding packaging) arrives damaged or defective. Photo or video proof is required.
For approved refunds, we provide free return shipping through our system. A prepaid return label will be issued, and no processing fees will be charged.
2.2: Exchange
You may request an exchange if:
- The product (excluding packaging) arrived damaged or defective. Photo or video proof is required.
- The product you received is not the item you ordered. Photo or video proof is required.
For approved exchanges, we will cover the return shipping cost. A prepaid return label will be provided through our system so you can send the item back at no cost.
3. HOW DO I MAKE A RETURN?
3.1:
You must contact us first at support@lucinn.com within the 60 days return time period. All products must be shipped back in the original packaging.
3.2:
Once the refund/return is approved, we will send you our return warehouse. Please take note that all returns and refunds must be authorized before you send it to us in order for us to track.
4. DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?
No. We now provide free return shipping through our system. Once your return is approved, we will generate a prepaid return label for you to use.
Please make sure to include your RAN (Return Authorization Number) on the package so it can be processed smoothly.
5. WHEN WILL I RECEIVE MY REFUND?
A full refund will be issued to your original payment method after we have received, inspected and confirmed that the products are in original condition. Please allow 3 to 7 working days.
You may also contact us by e-mail at support@lucinn.com and we will reply to you within few hours.
6. ORDER AMENDMENT/CANCELLATION
It is the responsibility of the buyer to make sure that she or he enters the correct product, size, variant, etc. when making an order. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order details once the order has been made. If you decide you need to change a detail about your order, please write to us at support@lucinn.com or use the contact us form within 24 hours of placing your order.
We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to make the change, you can return your order to us once you've received it by contacting us, and we will refund you the money.