Return and Refund Policy

Last Modified: March 4, 2022

Product: At Lubluelu, we are committed to our customers’ satisfaction. If the product doesn’t not meet your expectations or was defective, you can refer to the following policies to request for a refund, exchange or repairment in terms of your situation.

Accessories: In the event that the accessories you've purchased exhibit any quality issues that are not a result of human damage. You have the option to either receive a full refund or have the defective accessories replaced with new ones.

Note:

1. Malfunction or damage to machine or accessory due to human negligence won't be covered.

2. Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from Lubluelu due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.

1. Return Policy for Products Purchased from Lubluelu

 a) For Unwanted Products

If the Lubluelu product that you purchased directly from Lubluelu does not meet your satisfaction or does not apply to your installation application, but was not defective, we call such product as “unwanted product”.

You may return the unwanted product (Product for Refund) to Lubluelu for a full refund or replacement within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 30 days, refund and exchanges for unwanted product are not available.

Unwanted Item
	Item		Responsibility of Freight
	Refund	Exchange	Return to Lubluelu	Lubluelu to Customer
Within 30 Days	✓	✓	Customer	Lubluelu
Within Warranty	✕	✕	✕	✕

 

Important Note: For an unwanted Lubluelu Certified Refurbished Product, a full refund is not available. You can only exchange refurbished product for refurbished product, not new device.

To avoid any delay or denial of processing your refund request, please verify that your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).

The Product for Refund must be:

1. In the original manufacturers packaging, and shipped securely;

2. Complete with all the accessories, documentations, and standard certification labels originally, including, but is not limited to, UL listing, capacity, brand name, UPC code;

3. Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals;

4. Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges;

5. Labeled with a security seal, which is intact and not tampered with.

For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. Lubluelu shall not be responsible for any loss or damage to the Product for Refund caused in transit.

The Product for Refund will be thoroughly inspected by Lubluelu when received and a decision will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to Lubluelu, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at Lubluelu’s sole discretion. The inspection may take up to 5 business days from the time your Product for Refund is received.

If the Non-conforming Product for Refund is rejected by Lubluelu, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from Lubluelu back to you.

b) For Non-Manmade Defective Products

If the product is defective (non-manmade) when you receive it, within 30 days of delivery, you can return to Lubluelu and get a full refund or replacement. Lubluelu are responsible for all shipping fees.

Beyond the 30 days but within 24 months warranty, a full refund is not available, but replacement or repair is acceptable. You are responsible for the return-to-Lubluelu shipping fees and Lubluelu will bear the freight of new replacements or repaired units.

Beyond 24 months warranty, replacement and refund are not available.

Non-Manmade Defective Products
	Item		Responsibility of Freight
	Refund	Exchange	Return to Lubluelu	Lubluelu to Customer
Within 30 Days	✓	✓	Lubluelu	Lubluelu
Within Warranty	✕	✓	Customer	Customer

 

Important Note: For a non-manmade defective Lubluelu Certified Refurbished Product, a full refund is not available. Within the 24 months warranty, you can only exchange refurbished product for refurbished product, not new device.

c) For Manmade Defective Products

If the product is manmade defective, refund is not available. Within Warranty, replacement or repair is acceptable, but you are responsible for any of the service charge, shipping cost and other fees.

Manmade Defective Products
	Item		Responsibility of Freight
	Refund	Exchange	Return to Lubluelu	Lubluelu to Customer
Within 30 Days	✕	Customer pays all charges	Customer	Customer
Within Warranty

 

Important Note: For a manmade defective Lubluelu Certified Refurbished Product, replacement or repair is acceptable, but you have to bear any fees due to that.

d) How to Return

Step 1: Fill out the RMA (Return Merchandise Authorization) request form.

Download RMA Request Form

Step 2: Send the form to contact@lubluelu.com to obtain an RMA number.

Step 3: Pack the items and ship them.

Important Note: Please pack the item(s) very well with the original box and all the original accessories included such as power adapters, manuals. The RMA number must be on your return-shipping label and in the box. Then ship the product in original packaging to the address we provided. We will process your refund and automatically apply a credit to the credit card associated to your original order. Please allow 7-15 business days for credit to clear.

e) Shipping in Return Process

For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization. Lubluelu shall not be responsible for any loss or damage to the Returned Product caused in transit.

International customers may be subject to duties, taxes and brokerage fee. Customers are responsible for fees incurred.

If the returned product is tested and found to be non-defective or not covered by the Lubluelu’s limited warranty by the certified Lubluelu RMA technicians, you should be responsible for arranging shipment of the returned product from Lubluelu to your location.

In the event that a replacement product is needed immediately, a cross-shipment option is available if the original purchase date is within 6 months of the cross-shipment request. Lubluelu will ONLY provide free ground cross shipment to the continental USA destination. Any cross shipment to areas outside the continental USA will be charged additional shipping cost and other fees.

Requesting this option implies that your returned product has the defective part and you will ship it back to Lubluelu within 25 calendar days of the authorization of the cross shipment.

If the returned product is verified not covered by Lubluelu’s limited warranty by the certified Lubluelu RMA technicians, you should be responsible for arranging shipment of the returned product from Lubluelu to your location.

 2. Return Policy for Products Purchased from a Third-Party

If the Lubluelu product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the Lubluelu products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your Lubluelu product for specific information. Lubluelu is not responsible for their refund and return.

Upgrade or Exchange Policy

Lubluelu is unable to exchange any returned product with a different type unless the returned product satisfies all the following requirements:

1. The returned product is returned to Lubluelu for repair or replacement under the Lubluelu’s limited warranty and within the warranty period (24 months warranty);

2. The returned product is found to be defective and non-repairable by the certified Lubluelu RMA technicians;

3. Products under the same model to the returned product are out of stock.

If the returned product satisfies the described requirements, Lubluelu will offer, at its sole discretion, a variety of options for substitution or an upgrade product.

Important Note: For the new exchange products, you cannot request another substitution unless they are defective.

Missing Parts Policy

In the event that your ordered product comes to your hands with parts missing, the specific policies depend on where your products are shipped from.

a). For Orders Shipped Directly from Lubluelu Warehouse

Customers must inform us within 30 days of the delivery date if they are missing products’ part or receiving the wrong products.

If your order was not delivered or the ordered product arrived damaged, please contact Lubluelu customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.

You must provide images and videos as evidence for the missing parts.

b). For Orders Shipped from Third-Party Stores or Vendors

If your order arrived incomplete, was not delivered, or the ordered product was damaged, please contact the third-party store or vendor where the order was placed and shipped through the detailed policy or information.

Refund Policy from Lubluelu

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@lubluelu.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@lubluelu.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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We are sorry to learn that you are not 100% satisfied with your purchase. If you have any questions about our products or service. You may reach us by writing emails to contact@lubluelu.com.