Refund policy
Thank you for shopping with Lucellio. We want every customer to shop with confidence. Please read our Return & Refund Policy carefully before placing an order.
1. Return Window
You may request a return within 7 days of receiving your order.
To begin a return, you must first contact us at:
Our team will review your request and provide return instructions if your return is approved.
Please note that returns sent without prior approval may not be accepted or eligible for a refund.
2. Return Eligibility
To be eligible for a return:
- The item must be brand new and unused
- The item must be returned in its original packaging
- The item must include all original accessories and components
- The return request must be submitted within 7 days of receiving your order
- The return must be approved by our team before being sent
Items that have been used, damaged after delivery, or returned without their original packaging may not be eligible for a refund.
3. Return Shipping Costs
Customers are responsible for the cost of returning approved items to us.
We recommend using a tracked shipping service, as we cannot be responsible for returns that are lost in transit.
Original shipping charges are non-refundable.
4. Damaged or Incorrect Items
If your order arrives damaged, faulty, or you have received the wrong item, please contact us as soon as possible after delivery.
Email support@lucellio.com with:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
Once reviewed, we will work with you to provide an appropriate solution, such as a replacement or refund where applicable.
5. Refunds
Once your approved return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
6. Exchanges
We only offer exchanges where:
- The item arrives damaged or defective
- An incorrect item was received
If your claim is approved, we will arrange a replacement at no additional cost.
7. How to Request a Return
To request a return, please contact us before sending your item.
Email: support@lucellio.com
Once your request has been reviewed, we will provide the appropriate return instructions.
Please note that any returns sent without prior approval may not be accepted or processed.