Return & Refund Policy
At LUEN, customer satisfaction is important to us.
We offer a 30-day guarantee, subject to the conditions below and applicable consumer law.
Damaged or Defective Products
If your product arrives damaged, defective, faulty, or incorrect, contact:
Please provide:
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Your order number
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A description of the issue
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Clear photographs or video of the product
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Photographs of the packaging where appropriate
We may require evidence of the damage or defect before approving a return.
30-Day Guarantee
Eligible requests must be made within 30 days of delivery.
Returning Your Product
If your return is approved and we require the product to be returned, we will provide return instructions.
Do not return a product without first contacting LUEN.
The customer may be responsible for return shipping and an applicable return fee where legally permitted.
Any applicable return cost or fee will be communicated before the return is completed.
Where applicable consumer law requires LUEN to cover the return costs for damaged, defective, faulty, or incorrectly supplied goods, those rights will apply.
Refunds
Where a return is required, the product must first be returned to and received by our designated return location.
Once received, we will inspect the returned product.
If the return is approved, the applicable refund will be issued to the original payment method.
Your bank or payment provider may require additional processing time before the refund appears.
Change of Mind
The LUEN 30-day guarantee does not automatically provide a refund simply because a customer changes their mind or no longer wants the product.
However, any mandatory cancellation or return rights provided by applicable consumer law remain unaffected.
Contact
For return and refund requests: