Refund policy
Damages & 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.
Lost packages
Please note we use the carrier's delivery confirmation as our primary proof of delivery. In the rare event of lost packages during shipment, we will work diligently with our shipping partners to investigate and resolve the issue promptly, ensuring you receive the products you ordered. We are not responsible for packages that are confirmed as delivered by the carrier but are subsequently stolen or misplaced.
Please ensure that you provide the correct shipping address when placing your order. We are not responsible for any issues, delays, or additional costs that arise due to an incorrect or incomplete address provided at checkout. If you realize there is an error in your shipping address, please contact us immediately so we can attempt to correct it before your order is shipped. Once an order has been picked, we are unable to make changes to the shipping address.
Returns & Refunds
Your satisfaction is paramount to us. If you are not completely satisfied with your purchase, you may return it within 60 days of delivery for a full refund of the purchase price paid (excluding shipping costs). Returns initiated after this 60-day window from the receipt of the order will not be eligible for a refund. We appreciate your understanding, and please note that no exceptions will be made in this regard.
Items must be returned in their original condition and packaging. To begin the return process, please reach out to us at info@luyors.com with your order number and the reason for the return. We will provide you with instructions on how to send back your item(s).
Please note that return shipping costs are not covered by us. We suggest using a trackable shipping service to ensure your item reaches us safely.
Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund. Once approved, refunds are issued to your original payment method within 10 business days. Processing times may vary based on your bank or payment provider.
Warranty
All our products come with a warranty period, detailed on each product page. The warranty period starts from the delivery date of your original order. If a manufacturing defect arises within the warranty period, we will provide a free replacement of the defective component. We may request a video demonstrating the issue or defect to confirm the nature of the problem. Depending on availability, replacements may be upgraded to newer models. Please note that receiving a replacement does not extend the original warranty period, which remains based on your initial purchase date.
Please note that our previous models, Equinox™ I, II, and III, included a 1-year warranty. Any warranty claims for these discontinued models will be honored according to the terms at the time of purchase.
This warranty does not cover normal wear and tear, damage from misuse or failure to follow instructions, or any modifications or alterations. Any intentionally false or misleading information when making a warranty claim can lead to immediate revocation of warranty coverage.
For more information or to initiate a warranty claim, please contact us at info@luyors.com.
