Return&Refund
This Return & Refund Policy outlines how luzianabranc manages product returns, exchanges, and refund requests. Our goal is to provide a clear and dependable process that supports customers who may need to resolve issues with their orders.
1. Eligibility for Returns
We accept return requests for items that are unworn, unwashed, undamaged, and in their original condition with all tags and packaging intact. To ensure processing efficiency, we ask that customers retain all original components, including protective materials, accessories, and labels. Items showing signs of use, alterations, or improper handling may not qualify for return, as this prevents them from being restocked safely.
2. Return Request Process
Customers who wish to initiate a return should contact our support team with their order number, item details, and a brief explanation of the reason for the return. Once the request is reviewed, our team will provide Return Authorization instructions, including the designated return address and required documentation. Following these steps helps us track your package accurately and ensure that your return is processed in a timely manner.
3. Return Shipping Responsibilities
Return shipping costs are generally the responsibility of the customer unless the return is the result of an error such as shipment of an incorrect item or a significant discrepancy in the product received. When preparing the package, customers are encouraged to use a reliable shipping method and retain proof of postage. This measure ensures that the return journey can be verified should any delays or issues arise during transit.
4. Inspection and Approval
After the return package arrives at our facility, our team conducts a thorough inspection to confirm the condition of the returned item. This includes verifying cleanliness, structural integrity, attachments, and packaging components. If the item meets the return criteria, the request will proceed to refund processing. If the item is found to be ineligible, our team will notify the customer and discuss possible next steps.
5. Refund Method and Timeline
Refunds are issued to the original method of payment used during the purchase. Once approved, the refund will be processed within a reasonable timeframe. The exact duration may vary depending on internal review procedures and processing times associated with financial institutions. Customers will receive a confirmation message once the refund has been completed.
6. Exchanges
We offer exchanges for customers who prefer an alternative size, color, or style of the same product. Exchange requests follow the same approval steps as standard returns. Availability of replacement items may vary, and customers will be notified promptly if the requested item is not in stock. If a suitable replacement is unavailable, the request may be converted into a standard return and refund.
7. Non-Returnable Items
Certain products may not qualify for return due to hygiene considerations or specific handling requirements. Examples include intimate apparel, swimwear, or accessories such as earrings when applicable. Additionally, promotional items, final-sale items, or customized pieces may be excluded from returns. These conditions ensure that items sensitive to hygiene or customization remain protected.
8. Items Damaged During Transit
If an item arrives damaged, customers should contact our support team as soon as possible with photographs of the damaged product, packaging, and any visible issues. This information allows us to assess the situation accurately and coordinate a resolution, which may include a replacement or refund depending on availability and the customer’s preference.
9. Incorrect or Missing Items
In the event that an order arrives with discrepancies—such as missing products or incorrect items—we ask customers to notify us promptly so we can investigate. Our team will review the order records and packing details to identify the cause and provide a corrective solution. We may offer reshipment, replacement, or refund depending on the nature of the issue.
10. Communication and Support
Throughout the return process, our support team is available to provide updates, answer questions, and help customers navigate each step. Clear communication helps ensure that returns and refunds are handled smoothly and that customers remain informed at all times.
11. Contact Information
If you need assistance with a return or refund matter, please contact our customer service team. We will review your request carefully and provide guidance tailored to your situation.
Email: luzianabranc@outlook.com
Address: 47 Meriton Drive, Brookfield
Phone: +1 457 993 2048