Return Policy
The features and services provided by LustralLuxury are governed by the following conditions. By visiting our store at LustralLuxury.com, you agree to comply with these terms and conditions. This encompasses our terms of use, privacy policy, shipping policy, return policy, as well as any other disclaimers and terms accessible on LustralLuxury.com. We strongly recommend that you thoroughly review and comprehend these terms.
NOTE: This is our general return policy. Please reach out to us via returns@lustralluxury.com or (754) 225-3005 to find out more about product-specific or manufacturer-specific return policies, if applicable.
Return Policy:
Please read this section carefully, as it outlines our Return Policy at LustralLuxury.com.
At LustralLuxury.com, our highest priority is to provide you with an exceptional shopping experience. If you wish to cancel an order, you have the option to do so within one day of making the purchase. We are committed to ensuring that you receive the product you ordered in impeccable condition. To learn more about how we can assist you in situations where you've had a change of heart or encountered an issue, please refer to the following guidelines. If you have any questions or need assistance, don't hesitate to reach out to us at (754) 225-3005 or via email at returns@lustralluxury.com.
Section 1 - Order Cancellations:
If you opt to cancel your order, you can typically do so at no charge as long as the order hasn't been shipped from the warehouse. It's crucial to contact us promptly to initiate the cancellation process. Please be aware that the cancellation is considered official only when you receive an email confirming it.
Nevertheless, if you refuse to accept a delivery from a standard freight carrier for reasons other than damage, defects, or incorrect item shipment, you will be subject to a restocking fee ranging from 15% to 25%, in addition to covering shipping charges. Refusing a standard ground shipment also incurs a restocking fee of 15% to 25% and shipping costs.
You have the option to cancel your order for any reason and receive a complete refund, as long as your order hasn't entered the shipping process at either our warehouses or with the manufacturer. Please keep in mind that all cancellations must be made via email by reaching out to our customer service at returns@lustralluxury.com. You may also call us at (754) 225-3005 after sending the email.
Section 2 - Return Conditions:
Items to be returned must be in a new, unassembled, and unaltered condition, still in their original packaging as provided by the manufacturer. They must be in their manufacturer’s provided packaging, and must include all documentation, instructions, attached tags, and so on.
If your order has already been shipped and is eligible for return, you must contact us via email within 30 days of the delivery to initiate the returns process. Please note that the expenses for return shipping are your responsibility. Returns are subject to a 15 to 25% restocking fee, which is necessary to offset manufacturer expenses. We can only receive returns if the product is in a condition fit for resale. This means the product box should remain unopened, and the product, along with its original protective packaging, must remain completely intact. When returning products, they must be shipped back in a traceable and insured manner, similar to how they were shipped to you.
In other words, customers will be responsible for repackaging the items in their original packaging and securing them back on a pallet just as they have 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. We expect our products to arrive in the same condition we shipped them and will require photo confirmation to verify our products are safe to ship. We will handle the logistics for pickup once we can confirm our products are safe for transit.
We cannot accept responsibility for any damage or loss during the return process.
Please note that custom-made products are generally non-refundable, except in cases where they are defective or damaged.
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.
Section 3 - Exceptions:
Returns and exchanges cannot be processed for items that the manufacturer has discontinued.
Please be aware that in all situations, we do not take responsibility for reimbursing plumbing expenses or any additional costs or losses beyond the product's price and shipping charges. Likewise, we cannot assume responsibility if the product you've ordered doesn't align with your specific requirements or local building codes. It is crucial to conduct thorough research beforehand. Customers are responsible for ensuring their purchases comply with local codes and ordinances.
Once products have been installed, we cannot accept returns under any circumstances unless an installed part is defective.
If an installed part is defective, please contact us and we will instruct you on how to return the part. Installation must be done by a qualified, licensed professional.
Once the part is received, we will repair or replace the part at our discretion. In most cases, refunds will not be given for defective parts.
Items that have markings, scratches, plumber's putty or in any way show signs of installation, alteration or mishandling are not eligible for returns.
Section 4 - Time Period:
If, for any reason, you are not satisfied with a product that is eligible for returns, or if a product is defective, you have thirty (30) days from receipt to return or exchange the item(s).
In the case of receiving an incorrect item in your order, you have forty-eight (48) hours from the time of receipt to initiate a return or exchange.
For products that arrive damaged or if any of the item(s) are missing, you have twenty-four (24) hours from receipt to contact us to begin the process of an exchange or refund.
Please note that we cannot accept returns or exchanges after thirty (30) days from the date of your shipment's receipt.
Section 5 - Damaged Items:
To ensure we can replace any damaged items at no cost to you, please follow these guidelines:
- All shipments are fully insured. It's essential to conduct a thorough inspection of your package upon arrival before signing and accepting it. Even if the outer box appears undamaged, the product(s) inside could be damaged.
- For all Freight Shipments, an appointment is required for delivery, and an adult must be present to inspect and sign for the delivery. In the case of Ground deliveries, a signature is not required, and the package will be left at your residence. You'll have 24 hours from the delivery time to open and inspect your goods and report any damages, or missing items, and 48 hours to report incorrect items.
- If you notice any damage to the packaging when you receive your order, please write "slight damage" on the receipt when you sign for the package. If the package seems significantly damaged, you have the option to refuse delivery. Please notify us immediately of refusal so we can process the return and send out a new item.
- After accepting and signing for a package, if you discover damage or missing parts, please report to us immediately. We will arrange for these items to be replaced for you free of charge. Our carriers provide us with a 24-hour window to report shipping-related damages. 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 off the package at the carrier's hub.
- The manufacturer from which the product originated has the ultimate authority in deciding whether refunds for damage-related returns will be approved.
- We strongly advise examining your delivery while the delivery driver is present. If you come across any damaged items, either refuse the shipment or make a note of the damage on the delivery receipt. If you can't inspect the contents in the driver's presence but notice damaged packaging, please make a note of the damage on the delivery receipt and check your items as soon as possible.
- Some orders, especially those with smaller products, don't require a signature upon delivery. 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 you accept the package from the driver, you are responsible for reporting any issues immediately, such as concealed damages, missing parts, or incorrect items. Therefore, please inspect it right away.
- If the shipment exhibits visible damage, such as products spilling out of the box or boxes being torn and battered, it's essential not to accept the delivery. These indications suggest potential internal damage to your product. In the case of damaged pallets, crates, 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 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, and any leaks. Capture images of the shipment to record damages or the state of the boxes before the driver takes it back.
- Regardless of the situation, you must inform us of any damage or missing parts via email within 24 hours of delivery. Please take photos and retain the original boxes and all protective packaging materials. 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 return procedure for the damaged item may result in a charge for the free replacement item.
Section 6 - Missing Items:
If you cannot locate an item that's marked as "delivered," please contact us promptly within 24 hours. We will assist you in resolving this issue.
Regrettably, we are unable to provide refunds or replacements for orders marked as "delivered" by the delivery company, even if the items were lost or stolen after the delivery. If you prefer a signature to be mandatory upon delivery, please make this request when you are placing your order.
Section 7 - Malfunctioning Items:
If your product appears undamaged but is not functioning correctly, it could be a manufacturer's defect, which falls under the manufacturer's warranty. Our customer service team will assist you with the warranty process, but please note that we do not provide our own warranty for manufacturer defects.
As mentioned in Section 3, defective parts will only be repaired or replaced if they have been installed by a licensed professional. In most cases, refunds will not be given for defective parts.
Section 8 - Item different than ordered:
If you receive a product different from what you ordered, please inform us within 48 hours of delivery via email with photos. Ensure that the product's box is still unopened, and the product remains fully intact. We will provide instructions on the next steps. Please understand that we cannot be held responsible for color variations caused by computer screen settings, resolutions, or similar technical factors.
Section 9 - Return Procedure:
To initiate a return, you must obtain a Return Confirmation Number (#RCN). Please contact us to receive your unique #RCN before sending your return. Write this RC 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 RC number. Returns without an RC number cannot be processed. In most cases, returns are handled directly by the manufacturers. Having an RC number ensures that your return will be approved and handled. We are here to guide you through every stage of the return and exchange process.
Section 10 - Fees and Shipping Costs:
LustralLuxury.com will cover the cost of your shipping if the error is on our part; such as sending the wrong item or if the item was damaged during transit.
For all other returns and exchanges, shipping expenses are non-refundable. For items purchased under a “free shipping” promotion, the costs of the outbound shipping will be deducted from your refund.
A restocking fee of between 15% and 25% will be deducted from the refunds on any return or exchanges, with exceptions for items damaged during transit or if there was some error on our part. Orders that have already been shipped cannot be canceled. If you refuse an order, our standard return policy applies, and the round-trip shipping cost and restocking fee will be subtracted from your refund.
Customers are responsible for shipping returns or exchanges to the manufacturer, except when it's due to our error (e.g., a damaged or incorrect item), in which case you'll be refunded the shipping cost. It's crucial for the return process that customers use a carrier offering insurance, a tracking number, and provides a receipt, like UPS and FedEx. Please keep your receipt as a proof of the return shipment. 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.
Section 11 - Time Frame:
Returns are processed weekly. It typically takes 5-15 business days for a credit card company to credit your account, but please note that the processing of a return might require as long as four (4) weeks. If you haven't received your refund or return within this period, please contact us to inquire about the status of your return.
