Refund policy
Last updated: May 26, 2026
At Luzev, we want our customers to shop with confidence. If you are not fully satisfied with your order, you may request a return in accordance with the terms below.
Return Window
We accept returns within 30 days from the delivery date.
To be eligible for a return, your return request must be submitted within 30 days after your order has been delivered.
Accepted Returns
We accept returns for both:
- Defective items
- Non-defective items
This means you may request a return if the item arrives damaged, defective, incorrect, or if you simply change your mind.
Return Conditions
To be eligible for a return, the item must be:
- In its original condition
- Unused and undamaged, unless the item arrived defective or damaged
- Returned with all original packaging, accessories, manuals, and parts included
- Accompanied by proof of purchase, such as your order number or order confirmation email
Items that are returned used, damaged by the customer, missing parts, or not in their original packaging may be refused or may receive a partial refund.
How to Start a Return
To start a return, please contact us at:
Please include the following information in your return request:
- Your full name
- Order number
- Email address used to place the order
- Reason for return
- Photos or videos if the item is damaged, defective, or incorrect
Once your return request is reviewed, we will provide return instructions.
Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.
Return Address
Approved returns should be sent to:
Address: 10601 Franklin Ave STE 100, Franklin Park, IL 60131
Return Shipping Cost
For non-defective items, including returns due to change of mind, wrong size, wrong color, or personal preference, the customer is responsible for the return shipping cost.
For defective, damaged, or incorrect items, please contact us at support@luzev.com with photos or videos of the issue. After review, we will provide the appropriate return or replacement solution.
Restocking Fee
We do not charge any restocking fees.
Exchanges
We accept exchanges.
If you would like to exchange an item, please contact us at support@luzev.com within 30 days from the delivery date. Exchanges are subject to product availability.
If the requested replacement item is not available, we may offer a refund or another suitable solution.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us as soon as possible at:
Please include your order number and clear photos or videos showing the issue. We will review your request and assist you with a return, replacement, or refund where applicable.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 7 business days after inspection.
Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.
Original Shipping Costs
We offer free shipping on all orders. If any additional shipping service or special delivery option is paid separately by the customer, that amount may not be refundable unless required by law or unless the return is due to our error.
Cancellations
If you would like to cancel your order, please contact us as soon as possible at:
We will do our best to cancel the order before it is processed or shipped. However, once an order has been processed or shipped, it cannot be cancelled and must be handled through our return process.
Non-Returnable Items
The following items may not be eligible for return:
- Items returned after the 30-day return window
- Items damaged due to misuse, improper installation, or customer handling
- Items missing original packaging, accessories, or parts
- Items returned without prior approval
- Gift cards, if offered
Contact Information
For questions about returns, refunds, or exchanges, please contact us:
Store Name: Luzev
Head Office: 85 Great Portland Street, First Floor, London, England, W1W 7LT, United Kingdom
Email: support@luzev.com
Phone: +1 (769) 212 0335
Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM CST
Response Time:
We usually respond within 1 business day.