By ticking the Acceptance checkbox on the Checkout page before making payment, you are accepting all of our terms and conditions, including this Refunds & Returns Policy.
Report problems immediately. The faster we are informed about a problem, the greater the chances are that we can do something about it.
Before an order has been dispatched/shipped, changes to the order including exchanges and/or full/partial refunds (as store credit or to the same source that payment came from) are most likely possible. This specifically applies in cases where we are unable to fulfil your order due to stock shortages, pricing or description differences (such as supplier price/specification changes) and any other circumstances preventing Luzandre.com from dispatching/shipping your order to you.
After an order has been dispatched/shipped, orders cannot be modified and full refunds are usually not possible due to irrecoverable costs such as packaging and shipping for example. At our sole discretion, damaged products will be exchanged or be partially refunded or store credit may be provided for use towards future purchases on Luzandre.com.
We will not be held liable for delivery delays caused by any event/s beyond our control, but if there is a substantial delay, you may contact us and request to cancel the order. Assuming that we can locate and secure the products in good condition, we will consider such requests and process a partial refund excluding Shipping Costs.
If the packaging of your order appears to be significantly damaged when delivered, please take a few good quality photos clearly showing the extent of the damage before opening the package.
If the product/s received are damaged, please take good quality photos clearly showing the extent of the damage.
Do not return a product until we have asked you to do so and provided the address and details for the item to be returned. The cost of returning products to us may be paid in full or partially by us at our sole discretion.
You may be required to provide a copy of your identity document, which may be submitted to a third-party anti-fraud verification system aimed at combating abusive/fraudulent returns. Identity documents received may be retained in a secure, encrypted database, where permitted by law.
Luzandre.com sells products “as is” and does not provide any warranties or guarantees.
We reserve the right to refuse any return requests.
2) Procedure
Contact us immediately (within 48 hours of delivery) using our Contact page and provide the following information please:
Order number
Product/s (specify the items that have a problem)
Details of problem/damage (tell us why you are not satisfied)
Your preference for an exchange, refund or credit towards future purchases on Luzandre.com
We will respond within 48 hours with any further questions, requirements and instructions. Typically this entails additional information, photos of the damage and proof of identity.
Upon receiving your reply and documents, we will proceed with internal investigations to verify the information provided, contact the manufacturer and shipping company if applicable, and respond to you within 7 days.
If we have decided to exchange the product/s or provide a refund or credit on the website, instructions will be provided for the return of product/s to our address in Ontario, Canada.
At our sole discretion, we may pay the return shipping in full and provide a shipping label for the items to be returned. In some cases all or part of the return shipping costs as well as insurance may be payable by you.
The product/s must be shipped in the same condition as received, within 7 days of the instruction email above.
Upon receipt of the product/s in the same condition, we will proceed with the exchange or refund that has been approved.
Exchanges will be subject to the usual delivery times applicable to the product.
Refunds are processed within 7 days by us, excluding any processing times required by our bank or your bank.
