Política de reembolso

RETURN, CANCELLATION & SHIPPING POLICY - LUZEN

CANCELLATION POLICY
Orders can be canceled within 1 hour of purchase. After 1 hour, the order is forwarded to our fulfillment and shipping partners (DSers / AliExpress) and cannot be canceled. To request cancellation, please email us at Luzensupport@gmail.com with your order number.

SHIPPING POLICY
We work with international shipping carriers (including YunExpress, Cainiao, USPS, UPS and DHL). Delivery times are estimated, not guaranteed.
- Estimated delivery: 8-15 business days for USA
- Tracking will be provided within 24-48 hours after shipment
- LUZEN is not responsible for delays caused by customs, weather, or carrier issues. Delays do not qualify for a refund if tracking shows the package is in transit.
- If your tracking has not updated in 15 business days, please contact us at Luzensupport@gmail.com and we will investigate.
- If a package is marked as delivered by the carrier but you have not received it, you must contact us within 48 hours.

RETURN POLICY
We offer a 14-day return policy from the date of delivery.
To be eligible:
- Product must be unused and in original packaging
- Customer must provide video/photo proof if claiming defect

Lost Packages: If confirmed lost by the carrier, we will reship for free or issue a full refund.

Defective Products: Contact us within 7 days with photos/videos. We will send a replacement at no cost or issue a full refund.

Return Shipping:
- Defective/lost/wrong item: We pay return shipping
- Change of mind: Customer pays return shipping

Refunds are processed to the original payment method within 5-10 business days. Original shipping costs are non-refundable.

Contact: Luzensupport@gmail.com