Loeun Luxe Refund, Resend & Returns Policy

At Loeun Luxe, we are committed to providing excellent customer service and satisfaction. Please review the following Refund, Resend, and Returns Policy for more information on how we handle your orders.

⚠️ All disputes must be submitted through the appropriate platform. Failure to do so may result in permanent account suspension.

✅ What Qualifies for Refund, Resend, or Return

We will process a refund, resend, or return in the following cases:

1. Order Delays

Orders that are lacking tracking information or are pending for over 60 days after departure.

Specific timelines may apply depending on the country and shipping method:

  • USA: 45 days after departure

  • Brazil: 110 days after departure (due to customs delays)

  • Other Shipping Methods: 100 days for certain lines

Important Notes: Orders may be delayed if they are waiting for collection at the local post office or due to address issues. Please check with your local post office if necessary.

2. Orders Not Received

  • If tracking information shows that the order has been delivered, no refund or resend will be provided.

  • If the customer has not received the order, a non-delivery certificate from the local post office is required.

Tracking Information Alert: In cases where tracking shows issues (e.g., incorrect address, customs problems, unclaimed delivery), please contact your local post office for clarification.

3. Damaged Products

  • Full refund or replacement if products are badly damaged upon arrival.

  • Partial refund or replacement for products with minor damage (e.g., slight wrinkles or small scratches).

Important Notes:

  • For fragile items, we highly recommend requesting a refund.

  • Packaging damage is not eligible for refunds due to the nature of international shipping.

  • Claims for electronics must be made within 30 days of delivery.

4. Incorrect or Missing Products

  • Full refund or replacement for incorrect items.

  • Refund or resend for incorrect sizes or colors that do not affect the product’s functionality.

  • Partial refund or resend for missing parts that do not affect functionality; full resend if the missing parts affect functionality.

Important Notes:

  • For size issues, please provide a photo of the item with accurate measurements to speed up dispute resolution.

5. Order Cancellations

  • A full refund can be processed if the order is canceled before the products are processed or shipped.

  • Orders for customized items or pre-orders cannot be canceled once payment has been processed.

🔍 How to Submit a Dispute

When submitting a dispute, please include:

  • Photos or videos of damaged products

  • Screenshots of customer complaints, including name, date, and content (e.g., email, dispute)

  • Return of the product if requested

⚠️ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or the expected delivery date.

2. Force Majeure

We are not responsible for delays or losses caused by events beyond our control, such as:

  • Natural disasters

  • Epidemics

  • Customs delays

  • War or political unrest

3. Shipping Method Restrictions

Disputes may not be processed for certain shipping methods that do not include tracking.

4. Delivery Location Restrictions

We may not process disputes for undelivered orders to certain countries due to extended delivery times or restrictions.

5. Returns

  • Returns must be authorized in advance.

  • Unauthorized returns will not be processed or refunded.

6. Service-Based Products

Services (e.g., photography, packaging) are non-refundable once fulfilled.

7. Unacceptable Disputes

Disputes will not be accepted for:

  • Buyer’s change of mind

  • Item not meeting “personal expectations” without clear quality issues

  • Delays caused by force majeure

  • Unauthorized returns

Important Interpretation

1. Deadline for Opening Dispute

  • A dispute cannot be opened once the order status is marked as “closed.”

  • A dispute cannot be resolved if tracking information from a third-party logistics provider is untraceable.

2. Force Majeure

Loeun Luxe is not responsible for any product damage or shipping delays caused by force majeure events, including but not limited to:

  • Epidemic situations

  • International conflicts, strikes, or war

  • Natural disasters (earthquakes, floods, storms, heavy snow)

  • Customs inspection delays or issues

We will make reasonable efforts to notify you of such events via email, phone, or other communication channels.

3. Shipping Method Limits

Certain shipping methods are not trackable once the package arrives in specific countries, states, or cities.

Loeun Luxe will inform you in advance about shipping methods that may not offer tracking for some destinations.

We will not accept disputes for orders shipped using the following methods to certain countries or regions:

  • PostNL

  • Electric PostNL

  • CJPacket EUB

  • CJPacket Postal Route

  • CJPacket Railway Economy

Important Note: Remote or hard-to-reach locations may incur additional shipping fees.

4. Destination Limits

Due to international shipping limitations, Loeun Luxe will not accept disputes for orders shipped to certain countries and regions.
[List of countries remains unchanged — for clarity you can display it as needed.]

5. Returns

  • Returns are accepted only to designated warehouses.

  • International return shipping costs and risks are the customer’s responsibility.

  • Products must be returned within 30 days of receiving your order.

6. Service Products

For service products (such as custom services or digital services):

  • Damaged or delayed service-related products may not qualify for a refund.

  • Bad quality claims for service products will not be accepted without prior inspection.

7. Unacceptable Disputes

Loeun Luxe will not accept disputes based on:

  • Buyer’s personal dislike of the product

  • Accurate product descriptions being misunderstood

  • Mild product odors

  • Wrong item or SKU ordered by the buyer

  • Incorrect shipping address provided by the buyer

  • Customs clearance failures by the consignee

  • Tracking information being deleted or modified by local services

💬 Need Help?

If you’re unsure whether your order qualifies for a refund or resend, please contact our customer service team at:

Email: support@loeunluxe.com

We’re here to help ensure your shopping experience is smooth, secure, and satisfying.