There are Generally Two Main Reasons for a Return:

1. Product Quality Issue or Damage During Shipping:
If there’s a product quality issue or if it’s damaged during shipping, we’ll provide free return and exchange services.

2. Customer Change of Mind:
If the customer simply doesn’t like the lights, they’ll be responsible for the return shipping costs.

We’re pretty sure you’ll love your LUUGAA.com order once it arrives! But hey, if for any reason you’re not completely happy, just shoot us a message through our contact page or reply to any of your shipping update emails – we’ll make sure we get it right!

Refund & Return Policy

We’ve got a 60-day return and exchange policy, so you’ve got a full 60 days after receiving your order to request a return or exchange, no worries!

To make a return, your item must be in the same condition as you received it – unworn, unused, with tags still on, and in the original packaging. You’ll also need to have the receipt or proof of purchase handy.

If your return is approved, we’ll send you the return shipping address along with instructions on how and where to send your package. Just a heads-up – items sent back without first requesting a return won’t be accepted.

Shipping costs are non-refundable once we’ve fulfilled our delivery obligations. However, if your package hasn’t shipped yet, we’ll refund the shipping fee.

You can always contact us for any return and exchange questions at support@luugaa.com.

Eligible for Partial/Full Refund & Replacement:

  • Any item not in its original condition, which means damaged or missing parts for reasons not due to our error.
  • Any item that’s different from the description.
  • Any item that’s returned to the sender without being delivered.

Any of the situations above will be eligible for a partial or full refund, or a replacement.

Not Refundable:

  • Products that do not meet the 60-day return and exchange policy.
  • Purchases over $5,000 (including $5,000).
  • Customized products made according to the customer's wishes.
  • Misunderstanding of product listing despite clear indication of non-discounted items.

Exclusions:

  • If you paid for shipping, please note that shipping is non-refundable once we’ve fulfilled our delivery duties. If the package hasn’t been shipped, the shipping fee is refundable.
  • For items that aren’t eligible for return refunds, you’ll be responsible for your own return shipping costs. Shipping charges are non-refundable. We’ll also deduct up to 70% of the item cost + service fees from your refund amount.
  • We do not accept unregistered packages. Any unregistered packages will be rejected.
  • Even though we work hard to provide accurate product descriptions, there may still be some differences from the actual product. We encourage you to reach out with any questions to make sure your shopping experience meets your expectations. Our customer service team is always happy to help!

Order Cancellation

Cancelling orders is only possible within 4 hours after order confirmation. After this time, we cannot provide a refund. (Sometimes, if the order hasn't been shipped, we may be able to cancel your order, so please contact us if you haven't received the shipment confirmation.)

Return Policy

Our return policy lasts for 60 days. If 60 days have passed since you received your item (based on your tracking number), unfortunately, we cannot offer you a refund or exchange.

You must reach out within this time window to be eligible for a return or exchange.

Return Eligibility

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.

Return Process

1. Review the Return Policy:
Check the return policy above to ensure your order meets the refund/return conditions.

2. Submit a Return Request:
Include your reason for return and send it to support@luugaa.com.

3. Refund Confirmation:
We will confirm the refundable amount based on your return reason and product condition.

4. Return Address and Shipping Instructions:
We will provide a return address and shipping instructions. If you don’t follow them, we won’t be able to process the refund.

5. Return Shipping Costs:
You will be responsible for return shipping costs. We do not provide prepaid labels. Please print your order confirmation email and include it in your return package.

6. Notify Us:
Email us to let us know you’ve sent the return and provide a tracking number (if applicable).

7. Processing Returns:
We will process your return within 3-5 business days of receiving the returned item.

Customer-Responsible Return Shipping Fees

Shipping Fee Guidelines:If the return is due to the customer’s reasons, the customer is responsible for the shipping fee. The specific fee depends on the courier company you choose. Reasons caused by the customer include:

  • The customer personally thinks the product does not meet expectations.
  • The customer personally thinks the size is too small or too large.
  • The customer personally thinks the color does not meet expectations.
  • The customer wants to return the product for personal reasons, such as a change of mind or no longer needing the product.
  • The customer ordered the wrong item or wrong quantity.
  • The customer didn’t thoroughly read the product description and was surprised by features or specifications.

Refund (If Applicable)

If you are approved, your refund will be processed and a credit will be automatically applied to your credit card or original payment method within a certain number of days.

The time it takes for the refund to arrive usually depends on your bank’s processing speed, which typically takes 7-14 business days.

For more accurate information or assistance, we recommend contacting your bank or credit card issuer directly.

Return Address

Please return the customized product to: C4 Building, Zhonghao New Town, Longgang District, Shenzhen, Guangdong Province, China.

For non-customized products returns, please contact our support team at support@luugaa.com