Refund and Returns Policy for TravelLuis

Effective Date: December 5, 2024

At TravelLuis, we are committed to ensuring customer satisfaction with every purchase. Our Refund and Returns Policy is designed to make the process as smooth and straightforward as possible, providing clear guidance on how to return products and obtain refunds. We want to make sure that our customers are happy with their purchases and have a hassle-free experience when dealing with returns or refunds.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

  • Condition of the Item: The item must be unused, undamaged, and in its original packaging with all original tags and labels intact.
  • Timeframe: You must initiate the return process within 30 days of receiving the item. Returns made after this time will not be accepted.
  • Proof of Purchase: Please provide proof of purchase, such as the order number, receipt, or email confirmation, when initiating a return request.

Items must be returned in the same condition as they were received. Any signs of use, damage, or modification will result in the rejection of the return request.

Exceptions to Return Eligibility:

  • Non-returnable items: Some products may be non-returnable, including gift cards, custom-made or personalized items, and clearance items. These exclusions will be clearly stated on the product pages.
  • Special Promotions: Products purchased during special promotions, such as final sale events, are not eligible for return or refund unless defective.

2. How to Initiate a Return

To initiate a return, follow these simple steps:

  1. Contact Us: Reach out to our customer service team by email at [email protected] or call us at (908) 638-5727.
  2. Provide Details: Include the following information:
    • Your full name and order number.
    • The reason for your return (e.g., incorrect item, defective item, etc.).
    • A detailed description of the item(s) being returned.
    • Photos of the product, especially if it is damaged or defective (photos are required for returns involving damages).
  3. Return Authorization: Once we receive your request, we will provide you with an authorization code or instructions for returning the product. Please do not send the item back until you’ve received these details.

We will process your return as quickly as possible and send you an update once it has been approved.

3. Return Shipping Costs

  • Return Shipping for Non-defective Items: Customers are responsible for the cost of return shipping unless the item was defective, damaged, or an incorrect item was shipped. For non-defective returns, the return shipping cost is the customer’s responsibility.

  • Return Shipping for Defective or Incorrect Items: If the product you received was damaged, defective, or an incorrect item, we will cover the cost of return shipping. We will provide you with a prepaid return shipping label to return the item at no cost to you.

  • Exchange Policy: At this time, we do not offer direct exchanges. If you would like to exchange an item, please return it for a refund and place a new order for the replacement item.

4. Refund Process

Once we receive and inspect your returned item, we will process your refund. Refunds will be issued to the original payment method used during purchase. Please note the following:

  • Refund Timeframe: Refunds are typically processed within 7-10 business days of receiving the returned product.
  • Refund Notification: You will receive a notification via email once your refund has been processed and your payment method has been credited.
  • Shipping Fees: Shipping fees for the original order are non-refundable unless the item was defective or incorrect. If you selected expedited shipping, that cost is also non-refundable.

5. Damaged or Defective Items

If your item arrives damaged or defective, we apologize for the inconvenience. We are committed to resolving any issues as quickly as possible. To handle such cases:

  • Notify Us Promptly: Contact our customer service team within 7 days of receiving the item.
  • Provide Photos: Please provide photos of the damaged or defective item, as well as any damage to the packaging, to expedite the process.
  • Resolution: Once verified, we will either issue a full refund or send a replacement at no additional charge. In cases of defective products, we may also offer store credit or other resolutions as deemed appropriate.

6. Non-Refundable Items

The following items are not eligible for return or refund:

  • Gift Cards: As these are immediately redeemed upon purchase, they cannot be returned or refunded.
  • Customized or Personalized Items: These are made specifically for you and are non-returnable unless defective.
  • Sale/Clearance Items: Items marked as “final sale” or purchased during a clearance event are non-refundable.
  • Opened or Used Items: Items that have been opened or used are ineligible for a refund unless defective.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible. We make every effort to process orders quickly, but we can only cancel orders that have not yet been shipped. If the order has already been shipped, you will need to wait until the item arrives and initiate a return.

8. Changes to This Policy

We reserve the right to modify or update this Refund and Returns Policy at any time. Any changes will be posted on this page with the updated Effective Date. We encourage you to review this policy periodically to stay informed about any updates or changes.

9. Contact Us

If you have any questions or concerns about our Refund and Returns Policy, please feel free to contact our customer service team:

TravelLuis
Phone: (908) 638-5727
Email: [email protected]
Website: https://travelluis.com
Address: 17 Sunset Dr, High Bridge, New Jersey

We are committed to providing excellent customer service and will be happy to assist you in resolving any issues with your order.

Thank you for shopping with TravelLuis! We appreciate your business and look forward to making your Christmas shopping experience as wonderful as possible.