Return and Refund Policy
At Lacalux, we are committed to providing you with high-quality apparel and exceptional service. We understand that sometimes a purchase may not meet your expectations, and we want to make the return and refund process as smooth and straightforward as possible. This Return and Refund Policy outlines your options and the steps you need to take if you wish to return an item or request a refund. By shopping with Lacalux, you agree to the terms outlined in this policy.
1. Eligibility for Returns
a. Timeframe: You may return items purchased from Lacalux within 30 days of the delivery date. After 30 days, we are unable to accept returns or issue refunds.
b. Condition of Items: To be eligible for a return, items must be in their original condition, unused, unworn, unwashed, and with all original tags and packaging intact. Items that show signs of wear, damage, or alteration may not be accepted for return.
c. Non-Returnable Items: Certain items are non-returnable for hygiene and safety reasons. These include:
- Undergarments and lingerie
- Swimwear
- Final sale items
- Gift cards
If you are unsure whether your item is eligible for return, please contact our customer support team at support@lacalux.com for assistance.
2. Return Process
a. Request a Return: To initiate a return, please contact our customer support team at support@lacalux.com with your order number, the item(s) you wish to return, and the reason for the return. Our team will provide you with a Return Authorization (RA) number and further instructions on how to proceed.
b. Return Shipping: Once you receive your RA number, you will be responsible for shipping the item(s) back to Lacalux. Please ensure that the items are securely packaged to prevent damage during transit. We recommend using a trackable shipping service and purchasing shipping insurance, as Lacalux is not responsible for lost or damaged returns.
c. Return Address: The return address will be provided to you along with the RA number. Please do not send returns to any address other than the one specified, as this may result in delays in processing your return.
3. Refund Process
a. Refund Approval: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
b. Partial Refunds: In some cases, only partial refunds may be granted, such as for items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.
c. Refund Exclusions: Original shipping costs are non-refundable unless the return is due to an error on our part, such as sending the wrong item or a defective product. In such cases, we will also cover the cost of return shipping.
4. Exchanges
a. Exchange Eligibility: If you wish to exchange an item for a different size or color, please follow the return process outlined above and specify that you would like an exchange. Exchanges are subject to product availability.
b. Exchange Process: Once we receive your returned item, we will process the exchange and ship the new item to you at no additional cost. If the item you wish to exchange is out of stock, we will issue a refund instead.
5. Late or Missing Refunds
a. Processing Time: If you haven’t received a refund after 10 business days, first check your bank account or credit card statement. Then, contact your credit card company or bank, as it may take some time before your refund is officially posted.
b. Further Assistance: If you have done all of the above and still have not received your refund, please contact us at support@lacalux.com, and we will assist you in resolving the issue.
6. Damaged or Defective Items
a. Reporting Issues: If you receive an item that is damaged, defective, or incorrect, please contact us immediately at support@lacalux.com with your order number and a description of the issue. We may request photos of the damage or defect to expedite the process.
b. Resolution Options: For damaged, defective, or incorrect items, we will offer a replacement, exchange, or full refund, including original and return shipping costs. We are committed to resolving the issue to your satisfaction as quickly as possible.
7. Final Sale Items
Items marked as “Final Sale” are not eligible for return, exchange, or refund. Please carefully review product descriptions before making a purchase.
8. Contact Us
If you have any questions or need further assistance with a return or refund, please don’t hesitate to contact our customer support team at support@lacalux.com. We are here to help and ensure that your shopping experience with Lacalux is positive and satisfying.
Thank you for shopping with Lacalux. We appreciate your business and are committed to providing you with the best possible service and products.