Refund policy
We are committed to delivering high-quality products along with reliable and attentive customer service. This Return & Refund Policy outlines the terms, conditions, and procedures related to order cancellations, returns, exchanges, and refunds.
Order Cancellation Before Shipment
If you decide to cancel your order before it has been processed or shipped, we fully respect your decision and support cancellation regardless of the reason.
Orders canceled prior to shipment are eligible for a 100% refund of the purchase amount, with no cancellation fees applied.
We encourage customers to contact our support team as soon as possible to ensure the cancellation request is received before the order enters fulfillment or shipping.
Returns and Exchanges Within the Authorized Period
Customers may request a return or exchange within 30 days of receiving home furnishing products purchased from our website, provided all return requirements are met.
Eligible customers may choose one of the following:
- A refund of the purchase price
- An exchange for another item (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 components affecting normal use), you may be eligible for a full refund, partial refund, repair, or replacement depending on the specific situation.
If an error occurs on our side—such as shipping the wrong model, color, size, or item—you may request a replacement, refund, or another appropriate resolution.
Each case will be evaluated individually to ensure a fair outcome.
Return and Exchange Requirements
To qualify for a return or exchange, the following conditions must be met:
- The product must be unused and in new condition
- No signs of wear, stains, misuse, alteration, or customer-caused damage
- Original packaging should be kept whenever possible to ensure safe transport
- If original packaging is unavailable, the item must be securely packaged for shipping
- All accessories, manuals, warranty cards, hardware, and related items must be included
- Product labels and tags must remain intact and unaltered
Failure to meet these requirements may result in rejection of the return or exchange request.
Procedure for Requesting a Refund or Exchange
Initial Request
Customers must contact our customer support team to begin the process.
By Email:
Please include your order number (required), a detailed explanation of the reason for the request, and any relevant supporting information such as product issues, design dissatisfaction, damage, or quality concerns.
Providing complete details will help speed up the review process.
By Phone:
Customers may also contact our support team directly for guidance through the process.
Verification and Review Process
Once your request is received, our support and verification team will carefully review it, including:
- Confirming order authenticity through internal records and payment verification
- Checking purchase date to ensure eligibility within the return period
- Evaluating product condition and compliance with return requirements
- Reviewing reported issues or defects
- Requesting additional photos or information if necessary
This process ensures fairness and accuracy for all customers.
Return Process After Approval
If your request is approved, we will send return instructions and the return address via email or phone.
Customers are required to:
- Securely package the item to prevent damage during transit
- Include all required documentation (order number, product details, reason for return)
- Use a trackable shipping method
- Use the provided return label when available, or contact support if it is missing or unusable
Refund Inspection and Approval
Once the returned item is received, it will be inspected to confirm eligibility.
If approved, the refund will be issued to the original payment method used for the purchase.
If the item does not meet return conditions, the request may be denied and the product returned to the customer.
Refund Method and Processing Time
Processing Time:
Approved refunds are typically processed within 5 business days after inspection and approval.
Please note that additional time may be required for banks or payment providers to reflect the refund in your account.
Refund Method:
All refunds are issued to the original payment method used at checkout to ensure secure and traceable transactions.
Shipping Cost Responsibility
Customer-Initiated Returns:
For returns not related to product defects or company errors, customers are responsible for return shipping costs. A trackable shipping method is recommended.
Company Error or Defective Products:
If the return is due to a manufacturing defect, shipping damage, incorrect item, or fulfillment error on our part, we will cover return shipping costs and provide a full refund or replacement.
Customer Damage or Non-Compliant Returns:
Returns will not be accepted if the item is damaged due to misuse, missing components, altered condition, or failure to meet policy requirements.
Contact Information
If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us:
Phone: +1 (301) 731-5751
Email: info@lutrivaris.com
Address: 6611 LOUISE ST, LANHAM, MD 20706, United States