Refund Policy
In case you have received the product and want to return and claim a refund, please read our Return Policy. In case you have ordered the product and want to cancel it and claim for the refund within 24 hours of placing your order, please read our Cancelation Policy. To be eligible for the refund, you must meet the standards discussed in these 2 policies. Please see for the items in the Return Policy that are not eligible for Return and Refund.
Refund Process & How to request for refund:
You will be communicating with us for a refund through the same email you have provided at the time of placing your order. You can send your email to [email protected].
Return and Refund Case:
In case you have received the product, you must attach the photos of the product you have received in the refund request email with the subject line Refund Request. Please see for the items in the Return Policy that are not eligible for Return and Refund.
Once your refund request is approved by our warehouse team, you will receive a confirmation email and a physical address/return address where you have to resend the product (Please don’t send the product directly to the manufacturer, or sender address mentioned on the package. In that case the company will not be liable for any loss or refund/return/exchange).
In case of return and refund, please note that the shipping cost will be solely paid by the customer alone and is non-refundable since it is already incurred and is paid to the delivery service provider. The variation in shipping charges will be paid by the customer itself based on the courier rates in their city or country. The company will not be responsible to pay for the variation in shipping charges. The refund amount you will receive will be the amount you paid excluding the shipping charges from sender to customer and customer to sender.
Cancel and Refund Case:
You can cancel your order within 24 hours of placing it and request a refund. After 24 hours, your cancel and refund request will not be entertained. This is because we strive to process your in-stock order within 24 hours, after which we hand it over to the delivery service provider. In case your package is not processed and shipped, you will receive the full amount you paid including the shipping and product price you paid to us. In case we have processed your order and the same is shipped, then we are unable to cancel it.
Processing after the refund is approved:
Once your refund is approved, and in case of return and refund (Also in case of return and exchange), the item is received. The package is then inspected for any damage. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the product. Since these are delicate décor items so damage to these items means the product is totally not reusable.
If your package is in good condition and is approved then a credit will automatically be applied to your credit card or original method of payment, within 5-6 days.
Late or missing refunds (if applicable):
If you have not received your refund then please check the following before contacting our support team at [email protected] (Please note we are always available for your assistance if needed so you can contact us without hesitation)
- Check your bank account again.
- Contact your credit card company/bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]. Our support team will get back to you ASAP
Return Policy
Please note the “Return Policy” is in the official country language targeted which is “English”. If your language is different and you want to proceed with your own local language then the policy should be converted in your language for better understanding. However, the store “LUIS LODGE” is not liable/responsible for any misunderstanding due to change/conversion into a different language/or your own language, or lack of any understanding due to different languages than English. You can also request the store “LUIS LODGE” if your language is other than English, and you wish to know more about the policy in your own language (subject to company discretion).
Return:
Our return policy lasts only 10 days from the day you received the product from www.luislodge.com. If you don’t like the product and want a return and refund, then please read our Refund Policy for section Return and Refund. You will be communicating with us for return through the same email you have provided at the time of placing your order. You can send your email at [email protected] with the subject line “Return” and attach photos from all 4 angles for the product you have received.
In case the 10 days are gone after you received your product and you did not request for the return, unfortunately, we cannot offer you any return or refund on your purchased item. The company also offers its customers to exchange the product with any other product in case of return in 10 days, however, the reshipping charges will be upon the customer itself. Any variation in local shipping rates will be covered by the customer alone. The exchange process is discussed in the paragraph with the title Exchange below.
Items not eligible for Return/ Exchange:
Before you proceed, please note that the following items are not eligible for return. Since these are delicate décor items that include risk of damage so these items are not eligible for return. The items discussed below are also not eligible for reselling from the www.luislodge.com platform. We strive to ensure that every customer receives quality, shape, the quantity for what he has trusted Luis Lodge.
- Items like Chandeliers, Lightings, Lamps, Mirrors, Wall Clocks, and Art Pieces are not eligible for return.
- Items made with glass, or involved clay or ceramic base are not eligible for return.
- All items that are eligible for return but are used, or damaged are not eligible for return. The decision for non-eligibility of eligible items will be decided by the production team through product images that you will be requested once you will initiate the request.
- Collection items that are rare are not eligible for any return.
- Any item that is bound to change their shape within 1 year of time are not eligible for return. This may include items that are usable and will lose its original form/shape on continuous use for a year or less. An example includes candles, or foam used in cushions, sofa, or furniture that with time might lose it an original shape
- The items that need to be assembled are not eligible for return only if they are opened and the packaging is damaged.
Exchange:
Within 10 days of receiving your product, you can request for exchange. In case you just ordered the product and want to exchange it with another item, you can do so but within 24 hours of your purchase. This is because we strive to process your order within 24 hours in case of stock availability. In such case, the product leaves our production/ warehouse facility and is handed over to the delivery service provider. You will be communicating with us for exchange through the same email you have provided at the time of placing your order. You can send your email to [email protected] with the subject line “Exchange” and attach photos from all 4 angles for the product you have received.
In case the exchange product price is higher than the product return, the customer has to pay in full the remaining amount to take ownership of that product. Please note in case of exchange the customer must return the product in its original form without using it. Also please note that all the shipping costs in case of exchange will be solely paid by the customer alone and is non-refundable since it is already incurred and is paid to the delivery service provider. The variation in shipping charges will be paid by the customer itself based on the courier rates in their city or country. The company will not be responsible to pay for the variation in shipping charges.
What if the return/exchange is approved?
Once your request is approved by our warehouse team, you will receive a confirmation email and a physical address/return address where you have to resend the product (Please don’t send the product directly to the manufacturer, in that case, the company will not be liable for any loss or refund/return/exchange).
The package once received is then inspected for any damage. We will send you an email to notify you that we have received your returned item (also applicable in exchange). We will also notify you of the approval or rejection of your refund or exchange based on the condition of the product.
If your package is in good condition and is approved then a credit will automatically be applied to your credit card or original method of payment, within 5-6 days. In case of an exchange, the exchanged product will be reshipped to your provided address within the time required for processing your order and stock availability. For processing time of exchange orders please read our Shipping Policy
Had any questions? Feel free to reach us at [email protected]. We are always available for your assistance.
What if the return is approved?
Once your request is approved by our warehouse team, you will receive a confirmation email and a physical address/return address where you have to resend the product (Please don’t send the product directly to the manufacturer, in that case the company will not be liable for any loss or refund/return/exchange). Please note that the shipping cost will be solely paid by the customer alone and is non-refundable, however the company will only refund the remaining price you paid
i.e. Product Price – Return shipping cost = Refund amount
Note: Once your return is received and inspected (same is applicable for exchange), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you have not received your refund then please check the following before contacting our support team (Please note we are always available for your assistance if needed so you can contact us without hesitation)
- Check your bank account again.
- Contact your credit card company/bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]. Our support team will get back to you ASAP
Non-returnable items
Please note that several type of good are exempt from being returned and you cannot return them once purchased:
- Perishable goods such as food, flowers, or plants cannot be returned.
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Cancelation Policy
Since the Luis Lodge products are Artisians made products and are mostly crafted on an order basis. We strive to align the process in a way as the customer gets maximum leverage before we start preparing your order and process it.
You can cancel your order, & request a refund within 24 hours of your purchased item from www.luislodge.com. In that case, your full amount will be credited to you from the same channel you paid us. In case 24 hours exceeds, your cancellation request will not be accepted. The is because we start processing your order and in case of in-stock items we hand it over to the delivery service provider. For orders that are in transit, cannot be canceled, since it becomes impossible for us to change the address for orders that are in transit.
How to communicate for order cancelation:
You can request the cancellation by simply sending us an email with a subject line of cancellation at [email protected]. Cancelation request sent through social media channels will not be entertained. Once inspected by our warehouse team the same amount will be refund and a confirmation email will be sent to you.
Please note:
- You must email us with the same email address you entered during checkout. Request for cancelation from email other than your provided email in order will not be entertained due to customer security reasons.
- Further, you must provide your full name and a screenshot of the order confirmation email you received when you placed your order so we may confirm your identity.
Change in Product:
The company gives customers the option to exchange the product with another item from the store within 24 hours of purchase. You can simply contact the customer care department through on-page direct chat, through [email protected], or you can also contact us through our social media pages like Facebook, and Instagram. Our team is available for your assistance 24/7 and will change the order for you.
If you have received the product and want to return it, please read our Return Policy.
