REFUND POLICY

1. General Scope

This Refund Policy governs the rights and procedures related to refunds, returns, and cancellations for products purchased through LU by LU.

By completing a purchase on the LU by LU online store, the customer acknowledges and agrees to all terms and procedures herein.

2. Right to Withdraw / Buyer’s Remorse

2.1. Under applicable consumer protection laws, including distance selling regulations, customers may withdraw from their purchase and request a refund without cause within 7 (seven) calendar days from the date the order is delivered to the customer’s address.

2.2. To exercise this right, the customer must:

a) Contact LU by LU within the 7-day period; and
b) Return the product in accordance with Section 5 below.

2.3. Refunds under this section will be issued using the same payment method originally used for the purchase.

2.4. No additional costs shall be charged to the customer for the refund of the product value.

3. Defective or Non-Conforming Products

3.1. If a product is received with signs of manufacturing defect, material non-conformity, or failure to match the description on the LU by LU website, the customer may request a refund, replacement, or repair.

3.2. Requests for defective product returns must be submitted within 30 (thirty) days from the date of product receipt.

3.3. The customer must provide:

a) Proof of purchase;
b) Order number; and
c) Clear documentation of the alleged defect (photos and/or video).

3.4. LU by LU will assess the defective claim and notify the customer of the approved resolution within 30 (thirty) business days of receipt of the returned product.

4. How to Request a Refund

4.1. All refund requests must be communicated via email to:

lubylu.ecomerce@gmail.com

4.2. The refund request email must include:

Full name of the purchaser
Order number
Reason for refund request
Supporting documentation (photos, videos, descriptions)

4.3. Once approved, LU by LU will provide instructions and a Return Authorization Code that must be included with the return shipment.

5. Return of Products

5.1. Products must be returned in their original condition, without signs of use, with all original packaging, labels, accessories, and documentation.

5.2. LU by LU will cover return shipping costs only in cases of buyer’s remorse or confirmed manufacturing defects, via a reverse logistics process.

5.3. The customer is responsible for securely packaging the item(s) to prevent damage during transit. LU by LU is not responsible for product damage occurring after shipment back to the warehouse.

6. Refund Processing

6.1. Refunds will be processed within 30 (thirty) calendar days from the date LU by LU receives and inspects the returned product.

6.2. Refund amounts may include:

Full product price
Applicable taxes
Shipping costs (if the return is due to buyer’s remorse or product defect)

6.3. Refunds will be issued using the same payment method originally used at checkout, as required by merchant card provider rules and consumer protection standards.

6.4. Timeframes for reflecting refunded amounts may vary depending on the payment method and financial institution:

Credit Card: up to 2 billing cycles
Bank Transfers or PIX: up to 10 business days
Digital wallets or other payment processors: per processor’s policy

7. Exceptions

7.1. Refunds will not be issued if:

a) Products are returned damaged due to misuse, abrasion, or improper handling;
b) The returned products show signs of unauthorized alteration;
c) The return request is made outside the legally defined timeframe.

7.2. Customized, personalized, or made-to-order products may be exempt from refund rights unless they arrive defective or materially non-conforming to their description.

8. Consumer Rights and Legal Compliance

8.1. Nothing in this Refund Policy limits or excludes any rights granted by applicable consumer protection laws. To the extent required by law, mandatory statutory rights shall prevail over these terms.

8.2. This policy will be provided to the customer in a clear, accessible format at the time of purchase and may be included in order confirmation communications to ensure compliance with transparency standards.