Returns & Refunds

OUR 30-DAY EXCHANGE OR REFUND GUARANTEE

LUU guarantees that any item bought from us can be refunded or replaced with a 30-day, post-purchase money back guarantees according to the following return table.

Please note that LUU covers shipping costs for returns due to damaged or defective goods only. For all other reasons, the customer will need to return the goods to our warehouse and cover charges for transport. Please be sure to get a tracking number when you ship the order back to us. We will not be held responsible for items lost, stolen, or damaged during return transit.

ACCEPTABLE RETURN REASONS

Your return can only be approved based on the following reasons:

Damaged

The product is damaged in delivery

Defective

The product does not function as described in its manufacturer specification

Incorrect/wrong item

Not the product the customer ordered (e.g. wrong size or wrong color)

Missing items/parts

Missing items/parts as indicated in the packaging

Website error

The product does not match website specifications, description (this issue is attributable to a website error/misinformation)


PURCHASES MADE WITH COUPON CODE

Purchases that were made using a coupon code are final and are not subject to this return policy.

RETURNS AFTER 30 DAYS

Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE

Process for returning an item:

  1. Make sure it meets the criteria for a valid return.
  2. Send us a message at support@getmyluu.com indicating the intent to return the item. Please include the following in the email:
      1. Photo of the item
      2. Tags and labels attached

    We will send a response to assist you in processing the return of the purchased item.

    TIME FRAME FOR THE QUALITY EVALUATION PROCESS

    After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.

    TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND

    Replacement option: Once the item has undergone the quality evaluation process, expect to receive the item within 1-2 weeks from the date we receive the tracking information of the returned item.

    Refund option: Customers who have requested for refund can expect to receive it within the following time frames:

    Payment Method (at the time of purchase)

    Refund Option

    Refund Lead Time (to see the amount on your bank statement)

    Credit card / Debit Card

    Credit / Debit Reversal

    Paypal

    Paypal reversal (if Paypal balance)

    5-7 business days

    Credit reversal ( if Paypal is linked to a credit card)

    5 to 15 banking days

    Note: The amount may be reflected in your next billing cycle

    Debit reversal ( if Paypal is linked to a debit card)

    5 to 45 banking days (Depending on your issuing bank)

    Note: The amount may be reflected in your next billing cycle