Overview
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unmarked or not installed, with tags, and in its original packaging. You must provide a video review prior and sent to the email explaining what is the models defect. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Info.lucesouq@gmail.com . Please note that ,Take Warehouse address before transfer the return goods from Our customer service Provider
If your return is accepted, we do not provide you a return shipping label, as well as instructions on how to send your package. Items sent back to us without first requesting a return via email will not be accepted.
You can always contact us for any return question at Info.lucesouq@gmail.com
Damages and issues
Within 12 hours of receiving the products purchased, all items must be opened and checked by the customer (maintaining the original packing) . If this does not happen Lucesouq cannot be liable for any damage or faulty, and order isn't eligible for return.
If any customer received a faulty or damaged item, Lucesouq must be notified by official email to (info@Lucesouq.ae) upon receiving the goods and follow the correct returns policy as stipulated above.
As stipulated in the terms above, Lucesouq MUST issue a return authorization, before customers are able to return the goods. Unauthorized returns cannot and will not be accepted.
As stipulated above, all returned products must be in their original condition and packaging, with all accessories. They must not be changed, used or altered in any way, shape or form. They must also be unmarked and unassembled in any way.
Even if item is faulty or defected, packing must be maintained for return. Lucesouq have the right to cut 30% of the total product value if returned without packaging.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom or made to order products (such as special orders, personalised items or items that take time to manufacture). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Customized products items cannot be refunded for change of mind or exchanged. It is the customers responsibility to make sure that ALL custom made orders are 100% what they want.
Pre - Orders are usually delivered in the period specified in the item title. Some delays are expected in few occasions due to shipping line route change or delays in custom clearance.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded in store credit to your Account with our credit-note. Please not that this credit holds no expiry date.
If more than 15 business days have passed since we’ve approved your return, please contact us at info.Lucesouq@gmailcom
Canceling your order
You are able to cancel your order if you decide that you no longer want to go through with your purchase and change your mind within 6 hours, as that is the period where the models are confirmed to be manufactured and start material sourcing for the factories. All you have to do is let us know, and only if your goods have not already started the manufacturing process, we will cancel your order and refund you. Please note as stipulated above this does not apply to custom-made and pre- ordered items.
In the event of a customer order, which involves a special item(s) being produced by our manufacturers, refunds are not available, if the item(s) are already in production.
Items specifications
We keep updating Factory list monthly. New models from particular item may have very slight differences in colors or fixing technology from the previous items.
If Customer placed 2 orders in 2 different periods for the same item, customer should expect some slight differences in colour or textures as manufacturing technology keeps developing.
Even if item is faulty or defected, packing must be maintained for return. Lucesouq have the right to cut 30% of the total product value if returned without packaging.