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RETURN & REFUND POLICY

At LUCYLUXE & ILEVEN.CO, every timepiece and jewelry piece is carefully inspected before shipment to ensure quality and accuracy.
Our return and refund policy is designed to protect both product integrity and customer experience.

Return Eligibility

Returns are accepted only under the following conditions:

  • The item is defective or not functioning properly

  • The product is significantly different from the description or images provided

To request a return, you must contact us within 48 hours of receiving your order.

Return Conditions

To be eligible for a return:

  • The item must be unused and in original condition

  • Must include original packaging (box, pouch, tags, certificates if applicable)

  • No signs of wear, scratches, or damage after use

Non-Returnable Cases

Returns or refunds will not be accepted in the following cases:

  • Change of mind after purchase

  • Personal preference (design, size, color, or fit)

  • Minor visual differences due to lighting or display

  • Used, worn, or damaged items after delivery

  • Customized or personalized products

  • Sale or discounted items

Refund Process

Once the returned item is received and inspected:

  • If approved, the refund will be processed to the original payment method

  • Processing time: 5–10 business days

Shipping costs are non-refundable.

Exchanges

We do not offer direct exchanges.
If you wish to change to another item:

  1. Return the original item (if eligible)

  2. Place a new order separately

Return Shipping

  • Customers are responsible for return shipping costs

  • A trackable shipping service is required

  • We are not responsible for lost returns without proof of delivery

Damaged or Faulty Items

If you receive a defective or damaged product:

  • Contact us within 48 hours of delivery

  • Provide clear photos/videos of the issue

We will arrange a replacement or refund depending on the situation.

Contact Information

For any return or refund inquiries:

📧 Email: info.lucyluxe@gmail.com
📞 WhatsApp: +84 813 321 999

📍 Address: LUCYLUXE & ILEVEN.CO
A50 TT8, Duong Lam, Van Quan, Ha Noi, Vietnam

Company: LUCY GLOBAL LIMITED
Suite C, Level 7, Trust Tower, Central, Hong Kong

Final Note

Every product is thoroughly checked before shipping to minimize issues.
Our goal is to ensure that every piece delivered meets the expected standard of quality and reliability.