Return & Refund Policy

We are committed to providing high-quality products and excellent customer service. This Return & Refund Policy explains the conditions, procedures, and responsibilities related to order cancellations, returns, exchanges, and refunds.

Order Cancellation Before Shipment

If you wish to cancel your order before it has been processed and shipped, we fully understand and support your decision regardless of the reason. Orders canceled before shipment are eligible for a full refund of the purchase amount. No cancellation fees will be charged.

Customers are encouraged to contact our customer service team as soon as possible to ensure the cancellation request is received before the order enters the fulfillment and shipping process.

Returns and Exchanges Within the Authorized Period

Customers may request a return or exchange within 30 days after receiving home furnishing products purchased from our website, provided that the product meets all applicable return and exchange requirements outlined in this policy.

Eligible customers may choose either:

  • A refund of the purchase price; or
  • An exchange for another product, subject to availability.

Defective Products or Order Errors

If the product received is damaged, defective, or unusable due to manufacturing issues, such as cracks in wooden furniture components that affect normal use, you may be eligible for a full refund, partial refund, repair, or replacement, depending on the circumstances.

If we make an error in fulfilling your order, including but not limited to shipping the wrong model, color, size, or product, you may request a replacement, full refund, or another appropriate resolution.

Each case will be reviewed individually to determine the most suitable remedy.

Return and Exchange Requirements

To qualify for a return or exchange, the product must meet all of the following requirements:

  • The product must be in new and unused condition.
  • The product must not show signs of wear, stains, misuse, alteration, or damage caused by the customer.
  • Original packaging should be retained whenever possible, as it helps protect the product during return transportation.
  • If the original packaging is unavailable, the customer must ensure that the product is adequately protected and packaged to prevent damage during transit.
  • All accessories, manuals, warranty documents, hardware components, and related materials included with the original shipment must be returned.
  • Product labels, tags, and identification markings must remain attached and intact and must not be removed, altered, or damaged.

Failure to meet these requirements may result in the return or exchange request being denied.

Procedure for Requesting a Refund or Exchange

Initial Request

Customers should begin the process by contacting our customer support team.

By Email

Please send an email that includes:

  • Your order number, which is required for order identification.
  • A detailed description of the reason for the return or exchange request.
  • Any relevant information regarding product issues, dissatisfaction with design, incompatibility with interior décor, quality concerns, shipping damage, or other reasons.

Providing complete and accurate information will help us review and process your request more efficiently.

By Telephone

Customers may also contact our customer service department by phone. A representative will guide you through the required steps and explain the documentation needed for review.

Verification and Review Process

After receiving your request, our customer service and verification team will conduct a thorough review, which may include:

  • Confirming the authenticity of the order through internal order records and payment verification.
  • Verifying the purchase date to ensure the request falls within the applicable return period.
  • Evaluating whether the product satisfies the return and exchange eligibility requirements.
  • Reviewing any reported defects, damages, or fulfillment errors.
  • Requesting supporting photographs or additional information when necessary.

The review process helps ensure fair treatment for all customers and compliance with company policies.

Returning the Product Following Approval

If your request is approved, we will notify you by email or telephone and provide the appropriate return instructions and return address.

When returning the product, customers must:

  • Package the product securely using protective materials to prevent additional damage during transit.
  • Include any required return or exchange documentation containing the order number, product information, and reason for the request.
  • Use a shipping service that provides tracking information to monitor the shipment status.

A return label may be included with your shipment. If a return label is provided, customers should use that label whenever possible to complete the return or exchange process.

If the return label is missing, damaged, or unusable, please contact customer support for assistance before shipping the product.

Refund Inspection and Approval

After the returned product is received, our team will inspect the item to verify compliance with the return requirements stated in this policy.

If the return is approved, the refund will be issued using the original payment method used to place the order.

If the product does not meet the eligibility requirements, the return may be rejected, and the product may be returned to the customer.

Refund Method and Processing Time

Refund Processing Time

Approved refunds are generally processed within 5 business days after the returned product has been received, inspected, and approved.

Please note that financial institutions and payment providers may require additional time to post the refund to your account.

Refund Method

All refunds will be issued through the same payment method used for the original purchase. This ensures transaction security, verification, and traceability.

We are unable to issue refunds through alternative payment methods.

Shipping Cost Responsibility

Customer-Initiated Returns

For returns that are not the result of product defects, shipping damage, or company errors, the customer is responsible for all return shipping costs.

Customers are strongly encouraged to use a trackable shipping service and retain proof of shipment until the return process is completed.

Company Error or Manufacturing Defect

If the return is caused by:

  • A manufacturing defect;
  • A damaged product upon delivery;
  • An incorrect item shipped by our company; or
  • Another fulfillment error attributable to us;

we will cover all applicable return shipping costs and provide either a full refund or a replacement product at no additional charge.

When applicable, the return label included with the shipment may be used to cover eligible return shipping expenses.

Customer Damage or Non-Compliant Returns

Returns and exchanges will not be accepted if:

  • The product has been damaged through customer misuse, neglect, improper assembly, modification, or abuse.
  • Required accessories or components are missing.
  • Product tags or labels have been removed.
  • The item is not in a condition suitable for resale.
  • The return otherwise fails to meet the requirements stated in this policy.

Contact Information

If you have any questions regarding returns, refunds, exchanges, or order cancellations, please contact us:

Phone: +1 (301) 731-5751

Email: info@lutrivaris.com

Address: 6611 LOUISE ST, LANHAM, MD 20706, United States