Return and Exchange Policy

1. Service Overview

Lutrionel (hereinafter referred to as “the Store”, “we”, or “us”) provides after-sales support for delivered products.
Customers may request returns or exchanges within the specified period, provided the applicable conditions are met.

This policy is designed to protect reasonable consumer rights while ensuring an efficient and orderly process.

2. Eligibility Period

Customers may submit a return or exchange request within 30 days from the date of delivery.

Requests submitted after this period may not be accepted. However, in special circumstances, cases may be reviewed individually upon contacting customer support.

3. Eligible Conditions

Within the valid period, return or exchange requests may be submitted under the following conditions:

• The product has a quality defect or is not functioning properly

• The product was damaged during shipping

• The received item does not match the order details

• The product shows clear quality issues such as unusual odor or visible defects

• The product is unused, in new condition, and meets reasonable return criteria

4. Return Process

To initiate a return, please follow these steps:

1. Contact customer support and provide your order number along with a description of the issue (photos or videos are recommended)

2. After approval, you will receive the return address and detailed instructions

3. Carefully package the item and ship it back as instructed

4. Once received, the product will be inspected and verified

5. After confirmation, the refund process will begin

A return label will be included with the original shipment for your convenience.

5. Exchange Process

To request an exchange, please follow these steps:

1. Submit an exchange request with your order details

2. After approval, you will receive return and exchange instructions

3. Ship the item back to the designated address

4. We will inspect the returned item upon receipt

5. If approved, a replacement will be shipped within 1–3 business days

6. You can track the new shipment through the provided tracking information

6. Refund Policy

Once the return is approved, the refund will be processed as follows:

• Processing time: 1–5 business days

• Refunds will be issued to the original payment method (e.g., credit card, debit card)

• The actual posting time may vary depending on your bank or payment provider

7. Shipping Cost Responsibility

• If the return or exchange is due to product defects, incorrect shipment, or shipping damage, we will cover the shipping costs

• If the return is due to personal reasons (such as preference or size issues), the customer is responsible for return shipping costs

8. Return Requirements

To ensure a smooth return or exchange process, please note:

• The item must remain in its original condition and suitable for resale

• Original packaging and all accessories should be retained whenever possible

• Items must be returned to the address provided by customer support

• Unauthorized returns may not be accepted

9. Customer Support

Address: 12350 E 137TH ST S, BROKEN ARROW, OK 74011-7631, United States
Phone: (917) 882-9243
Email: support@lutrionel.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)