We are very confident in the quality and design of our products, but if you are not satisfied with your purchase for any reason(s), contact us immediately by email support@shopluebona.com within 30 days of receiving your order and you can ask for replacement or refund base on below conditions. Please DO NOT send back the products without contacting us in advance.
Exchange / Replacement
If you find the products are wrong or damaged upon receiving, you may refuse the package and email support@shopluebona.com with your order number and pictures of the wrong / damaged products as per request. You can always contact us for replacement as long as it's within 30 days of receiving your order and the quality issue is from product itself not caused by customer. We will send you return lable for you to return back the package after we confirm your issue. Please send back the products in original condition and package, otherwise we cannot process exchange / replacement for you. Once we have received your product(s) in original package and confirmed the condition of the product(s), we will send a replacement to you for free.
Missing / Wrong / Defect Part(s)
If a package has issues of missing / wrong / defect part(s) within 30 days of receiving your order, please send us a request for the item number, item image and your order number to support@shopluebona.com. LUE BONA will ship the part(s) to you for free.
Refund
If there's quality issue with the products and not caused by customers, please send us photo(s) or video(s) to check and the return fee will be on us. Otherwise, the return fee will be on customers. We will send you return lable for you to return back the package after we confirm your issue. Please send back the products in original condition and package, otherwise we cannot process refund for you.Once we have received your product(s) in original package and confirmed the condition of the product(s), we will proceed refund for you and you should receive the money within 7 working days.
Order Cancellation
We will issue a full refund if the product has not yet start to ship.
If the package is on the progress of delivery, it cannot be cancelled. We will proceed refund for you after we get the package returned and the shipping cost will be deducted from your refund.
*For any preorder or customized orders, cancellation is not allowed, thanks for your understanding.