Returns & Exchanges
Return and Refund Policy
Effective Date: April 2, 2024
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Luosophy website, located at www.luosophy.com ("Website"). Orders placed on third-party marketplaces such as Grailed, Poshmark, Reversible, and others are not covered under this policy.
2. Contact Information
For any questions or concerns regarding returns and refunds, please contact our Customer Service team:
o Email: info@luosophy.com
o Phone Number: 619-736-7618
o Mailing Adress: 8612 Rideabout Ln, San Diego, CA, 92129, USA
Hours: Monday–Friday, 9 AM–5 PM PST
For Immediate Assistance, please use our chat feature on our website
3. Return Eligibility
Customers have the right to return their purchase within 14 days of receiving the product, subject to the following conditions:
3.1 Conditions for Return
• Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
• Original Packaging: The item must be in its original packaging with all labels and tags attached.
• Proof of Purchase: A receipt or proof of purchase is required.
• Non-Refundable Items:
o Clearance or final sale items (no returns accepted). o Products that have been worn, used, or washed.
o Items damaged due to improper use by the customer.
4. Return Process
4.1 Initiating a Return
To initiate a return, follow these steps:
-
Contact Customer Service
- o Email us at info@luosophy.com within 14 days of receiving your order.
- o Provide your order number and a detailed reason for the return.
o For defective, incorrect, or not-as-described items, include clear photos or videos of the issue.
2. Return Authorization
o If your request is approved, we will send return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a return shipping label.
4.2 Preparing Your Return
• Package the item securely in its original packaging.
• Include all accessories, manuals, and free gifts (if applicable).
• Attach the provided shipping label to the package.
4.3 Shipping the Return
• Ship the package within 7 days of receiving the return authorization.
• Use a trackable shipping method to ensure your package arrives safely.
5. Return Shipping Costs
• All return shipping costs are the responsibility of the customer
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
• Eligible items must be unused, undamaged, and in original packaging.
• A $35 restocking fee per item applies.
• The customer is responsible for all shipping costs.
6.2 Defective or Damaged Goods
• Notification: Report the issue within 48 hours of receiving the item.
• Proof Required: Provide photos or videos showing the defect or damage.
• Resolution: We will offer a free replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
• Notification: Inform us immediately upon receipt.
• Resolution: We will cover all shipping costs to return the incorrect item and send the correct product.
6.4 Product Never Arrived
• If your order has not arrived within the estimated delivery timeframe, please contact us.
• We will investigate with the carrier and offer a refund or replacement if confirmed lost.
6.5 Order Cancellation
• Before Shipment: Orders can be canceled for a full refund if they have not yet been shipped.
• After Shipment: If the order has already been shipped, the customer must return the item following the return process.
7. Refunds
7.1 Refund Conditions
• Refunds are issued after we receive and inspect the returned item.
• The item must meet all return eligibility criteria in Section 3.
• Customers will be notified via email regarding refund approval or rejection.
7.2 Refund Processing
• Refunds will be issued to the original payment method within 14 business days after we receive the returned item.
• Processing Times:
o PayPal refunds: Up to 48 hours.
o Credit/Debit card refunds: Up to 14 business days (depending on your bank).
o If a credit/debit card refund is not possible, we may request a PayPal account in your name to process the refund.
8. Exchanges
• Eligible for exchanges: Defective, damaged, or incorrect items.
• Process: Contact us at info@luosophy.com to request an exchange.
• Shipping Costs:
o Customer is responsible for all shipping return cost
9. Non-Refundable Items
The following cannot be returned or refunded:
• Clearance or final sale items.
• Items that have been worn, used, washed, or altered.
• Items damaged due to improper use by the customer.
• Personalized or customized items.
10. Shipping Method & Costs
• Customers should use a trackable shipping service to return items.
• Estimated return shipping costs vary based on location and carrier.
12. Timelines
• Return Window: Returns must be reported and shipped within 14 days of receiving the product.
• Return Processing: Once we receive your return, we will inspect it and process the refund within 7 business days.
• Refund Period: It may take up to 14 days for the refund to reflect in your account after approval.
13. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable consumer protection laws.
14. Questions & Support For more information:
o Email: info@luosophy.com
o Phone Number: 619-736-7618
o Mailing Adress: 8612 Rideabout Ln, San Diego, CA, 92129, USA
Hours: Monday–Friday, 9 AM–5 PM PST
For Immediate Assistance, please use our chat feature on our website
By making a purchase on our Website, you agree to this Return and Refund Policy.
Updated: April 2, 2024 www.luosophy.com