Refund policy

RETURNS & REFUNDS

Luz D Oro guarantees the quality of our products and offers a 14-day return policy for a full refund (excluding shipping) We do not currently offer exchanges. if unsatisfied. To initiate a return, email to mail@luzdoro.com with your name and order number. Items returned without prior email notice won't be accepted. Customers cover return shipping costs. Items must be returned unused for a full credit. We prioritize delivering the best quality and value, and if your order doesn't meet expectations, we're happy to facilitate a return for a full refund. Your satisfaction is our commitment. 

  1. Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.
  2. Request your Return Authorization Number: We recommend shipping returned merchandise via insured parcel post with a tracking number for tracking purposes, and that a customer request adequate insurance to cover the purchase price of the shipment. Luz D Oro will not assume responsibility for reimbursement or compensation if return packages are lost, stolen, or mishandled. We reserve the right to refuse the return of any merchandise that does not meet the above return requirements at Luz D Oro sole discretion. Please send your return to

           Luz D Oro Returns
           MyPost24ST001211
           Place de la Gare 1
           Pully 1009
           Switzerland

 

  1. To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.
  2. Upon receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

LATE OR MISSING REFUNDS

Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us.

How long does delivery take?

All orders are shipped within 2-5 business days.  If your order hasn’t arrived in the estimated delivery times, please contact our support team at mail@luzdoro.com

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).

Can you provide me with a tracking number?

All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.

I've entered the wrong shipping address, can I change it?

If this happens to you, email us as soon as possible, and we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically processes orders and just follows what you supplied.

Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 15% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

Invalid Reasons:

  1. Buyer no longer wants the items - this is the most common example which we cannot honour if we want to continue offering great value at Luz D Oro. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.