Return Policy

LustralLuxury Return Policy

We’re Here to Help with Your Returns!

At LustralLuxury, we aim to provide you with an exceptional shopping experience. If you need to return an item, we’re here to assist you. For questions or assistance, contact us at returns@lustralluxury.com or call (754) 225-3005.

Summary of Our Return Policy:

  • Order Cancellations: Cancel before shipping for a full refund.
  • Return Eligibility: Items must be returned within 30 days in their original, unused condition with all packaging and documentation.
  • Damaged or Incorrect Items: Report within 24 hours for a replacement or refund.
  • Restocking Fees: Most returns incur a 15-25% restocking fee, unless specified otherwise by the manufacturer.
  • Shipping Costs: Customers are responsible for return shipping unless the issue is our fault.
  • Non-Returnable Items: Custom-made and installed products are non-returnable unless defective.
  • Processing Time: Refunds usually take 5-15 business days after return approval.

Order Confirmation

  • We manually process all orders based on stock availability.
  • After placing an order, you will receive an order confirmation email and your card will be pre-authorized. We manually confirm all orders for stock availability before processing them for shipment.
  • We may also reach out separately with order details to verify your approval of the charges and confirm whether we should proceed. If we are unable to reach you within 72 hours, we may have to cancel and refund your order. Please ensure you have access to the email used during checkout.
  • If delivery exceeds the advertised timeframe, we’ll email you for confirmation.
  • In situations where an order cannot be fulfilled as specified on the website, such as due to a pricing error, we reserve the right to cancel the order and provide a full refund to the customer.

Order Cancellations

  • Non-custom or non-made-to-order items can be cancelled at no cost before the shipping label or Bill of Lading is created.
  • Custom-made, made-to-order products and special orders are not eligible for returns and refunds after the order has been confirmed by the customer.
  • Email returns@lustralluxury.com to cancel before shipping. Email confirmation is required.
  • Once shipped, cancellations are subject to a 15-25% restocking fee and shipping costs. Refusing a freight delivery for reasons other than damage, defects, or incorrect item shipment incurs a restocking fee of 15% to 25% and shipping costs.

Return Conditions

  • Eligible return requests must be made within 30 days of delivery.
  • Items to be returned must be in new, unassembled, unused, and unaltered condition, still in their original packaging, and fit for resale. They must include all documentation, instruction, attached tags, labels, etc.
  • Refunds are not available for orders delivered outside the contiguous U.S.
  • Returns and exchanges cannot be processed for items that the manufacturer has discontinued.
  • Plumbing costs or other incidental expenses are not covered; including, but not limited to: plumbing, installation expenses, damages during handling and installation, specific requirements, local building codes, or any additional costs or losses beyond the product’s price and shipping charges.
  • Once products have been installed, returns cannot be accepted unless an installed part is found to be defective. Installations must be done by a qualified, licensed professional.
  • Items that have markings, scratches, plumber’s putty or in any way show signs of installation, alteration or mishandling are not eligible for returns.
  • If an installed part is found to be defective, please contact us and we will instruct you on how to return the part. This is covered under manufacturer’s warranty policies. In most cases, refunds cannot be given for defective parts.

Return Instructions

  • Contact returns@lustralluxury.com for a Return Merchandise Authorization Number (RMA#).
  • Before we approve your return request, we require photos of the product both unpacked (from all angles) and repacked in its original packaging (from all angles). These photos will help us determine if the item qualifies for a return.
  • After the return is approved, write the RMA number on your original receipt and include it with your return package. Additionally, make sure to clearly label the outside of your package with the RMA number. Returns without an RMA# cannot be processed. Having the RMA# clearly marked on your package ensures that your return will be approved, appropriately handled and processed.
  • Customers must repackage items in their original packaging in the same way they were received and secure them on a pallet as they arrived. If the pallet was thrown away, the customer will be responsible for providing a pallet larger than the product’s packaging dimensions.
  • We will provide specific instructions on how to prepare and palletize each product on a case-by-case basis as each product requires different steps. Photo verification is required before shipping to ensure that the products are safe to ship.
  • For items delivered via LTL freight, it should be packed in the original packaging on a pallet and made available for pickup by our carrier within 30 days of delivery, at the same location where it was originally delivered.
  • For items shipped via FedEx Ground, UPS, or USPS, the product should be packed in its original packaging and ready for pickup by the courier or dropped off at the nearest shipping carrier location within 30 days from the delivery date.
  • Items sent for returns and exchanges remain the customer’s property, and we cannot be held responsible for any loss or damage that occurs during the process.

Time Period

  • Damage & Missing Parts: Report within 24 hours
  • Incorrect Items: Report within 24 hours
  • General Returns: 30 days from delivery date, unless otherwise specified.

Brand- Specific Return Periods

  • Legion Furniture: 7 days
  • Vanity Art: 15 days

Damage Inspection

To ensure we can replace any damaged items at no cost to you, please follow these guidelines:

  1. All shipments are fully insured. Thoroughly inspect your package upon arrival before signing for it. Outer packaging may appear intact while the item inside is damaged.
  2. Freight shipments require a scheduled delivery appointment. An adult must be present to inspect and sign for the delivery. You’ll have 24 hours from the delivery time to report any damages or missing items, and 24 hours to report incorrect items.
  3. In the case of small parcel deliveries with smaller products, a signature is not required and the package will be left in front of your residence. We will always notify you when your order ships and provide tracking information. It’s crucial to stay updated on your order’s progress and retrieve it promptly upon delivery. If concerned about theft, please request a signature upon delivery when placing the order.
  4. For freight shipments, inspect the package with the driver present. You are responsible for reporting any issues immediately, such as concealed damages, missing parts, or incorrect items. Please inspect your item(s) right away.
  5. If you observe any damage or missing packages, you must indicate it on the bill of lading, take photos and REFUSE THE DELIVERY. The note should specify “refused due to damage”. You are also required to photograph all sides of the box and send the images to us within 24 hours. If no damage is visible before opening the box, write “subject to further inspection, may contain concealed damage.” If a shipment containing a damaged item is accepted by the recipient (even with the damage noted on the bill of lading), we will be unable to provide a replacement or refund for the order.
  6. Upon receiving the shipment and before unpacking the item, make sure to photograph the packaging from all angles, even if there are no visible signs of damage. This is crucial in case concealed damage is discovered after unpacking, as it will be needed when filing a claim with the carrier or manufacturer. If the shipment exhibits significant visible damage, such as products spilling out of the box, or boxes being torn and battered, you must REFUSE THE DELIVERY. In the case of damaged pallets, creates, or boxes, please sign the driver’s Proof of Delivery with detailed notes like “damaged items”, “torn boxes”, “hole in the cardboard”, “broken crate”, and ensure you take the photographs of all these issues. Be thorough in your descriptions, including mentioning crushed corners, broken arms, forklift damage through the center of the boxes, wetness, stains, any leaks, etc. Capture images of the shipment to record damages or the state of the boxes before the driver takes it back. If you find any damage after accepting the delivery, do not discard the box. Contact us with the photos, and once we receive your information regarding the refused delivery or concealed damage, we will promptly file a claim with the carrier or manufacturer. Once the claim is resolved, we will send you replacements at no additional cost to you.
  7. You might receive a shipping label via email for returning certain smaller items. In this case, place the label on the original sealed package, cover it with clear shipping tape, and drop the package off at the carrier’s hub.
  8. Damaged items are typically replaced with an identical product. Refund eligibility due to damage is discretionary and determined by the manufacturer.
  9. If you discover concealed damage or missing parts after accepting and signing for a package, please report to us immediately. Our carriers provide us with a 24-hour window to report shipping related damages.
  10. All damages, missing parts and incorrect items must be reported within 24 hours. Please take photos and retain the original boxes and all protective packaging materials if damage is discovered later. Remember, it is not the driver’s responsibility to make any reports on your behalf. Reach out to us at support@lustralluxury.com, and we’ll ensure the issue is addressed promptly. You may also call us at (754) 225-3005 after sending the email.

Failure to follow the damage inspection procedure may result in charges for replacement items.

Missing Small Parcel Items

If you cannot locate an item shipped via small parcel services that’s marked as “delivered”, regrettably, we are unable to provide refunds or replacements, even if the items were lost or stolen after delivery.

If concerned about theft, please request signature upon delivery.

Incorrect Items

Report incorrect items within 24 hours by emailing photos to us. Ensure that the product remains fully intact. We will provide instructions on the next steps.

For correct items that look different than online images, please understand that we cannot be responsible for color or shade variations caused by computer screens, settings, resolutions, or similar technical factors.

Fees & Shipping Costs

  • Customers are responsible for return shipping costs unless the return is due to our error.
  • A 15-25% restocking fee applies unless the item is defective or incorrect.
  • If the order qualified for free shipping, the outbound shipping cost may be deducted from the refund.
  • Refused freight shipments are subject to round-trip shipping costs in addition to restocking fees.

Brand-Specific Fees

  • Please note that Afina brand products are subject to a 30% restocking fee if the product is eligible for returns.
  • Laviva brand products are subject to a 35% restocking fee if the product is eligible for returns.

 

Processing Time

  • Returns are processed weekly and typically take 5-15 business days, and up to 4 weeks for full processing.
  • Contact us if you haven't received your refund within the expected time.

For any questions, reach out to returns@lustralluxury.com or call (754) 225-3005. We’re happy to assist!

Large Volume Orders

  • We are currently accepting orders only up to $5,000 through our web payment processor. For the security of both parties, if total order amount is exceeding $5,000, payments must be done via ACH/wire transfer. Please contact us at support@lustralluxury.com for large volume orders.