Refund and Returns Policy for ProLuiss
Effective Date: January 6, 2025
At ProLuiss, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we are here to help! Please review our Refund and Returns Policy carefully to understand how we handle returns and refunds.
1. Returns
We accept returns of items purchased from ProLuiss under the following conditions:
- Eligibility for Return: You may return most items within 30 days of receiving your order for a full refund or store credit. To be eligible for a return, the item must be in its original condition and packaging, and it should be unused.
- Non-Returnable Items: Certain items are non-returnable. These include:
- Customized or personalized decorations
- Items marked as final sale or clearance
- Gift cards or vouchers
2. How to Initiate a Return
To initiate a return, please follow these simple steps:
- Contact Us: Email us at info@proluiss.com with your order number and details of the item(s) you wish to return.
- Return Authorization: Once we receive your request, our customer service team will send you a return authorization (RA) number. This number must be included in your return package.
- Shipping the Return: Package the item securely in its original packaging, if possible, and ensure it is in unused condition. Include the RA number on the package.
- Return Shipping: Return shipping costs are the responsibility of the customer, unless the item is damaged, defective, or an error was made on our part. We recommend using a trackable shipping service to ensure your return reaches us.
3. Refunds
Once your returned item is received and inspected, we will notify you by email regarding the status of your refund. If your return is approved, we will process a full refund to your original payment method, excluding shipping costs (unless the return is due to an error or defective item).
- Refund Processing Time: Refunds typically take 5-7 business days to process after we receive the returned item. However, depending on your payment provider, it may take additional time for the refund to appear on your account.
- Store Credit Option: If you prefer, we can issue store credit for the value of your returned item, which can be used for future purchases on our website.
4. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@proluiss.com, and we will resolve the issue by offering you a full refund, replacement, or store credit.
- Time Frame for Reporting: Please notify us within 7 days of receiving a damaged or defective item to ensure a quick resolution.
- Proof of Damage: For damaged or defective items, please provide clear photos of the issue when contacting us. This will help us assess the situation and expedite your return or replacement.
5. Exchanges
Currently, we do not offer direct exchanges. If you would like to exchange an item, you can return the unwanted item for a refund and place a new order for the item you would like to receive.
6. Shipping Costs for Returns
- Customer Responsibility: As mentioned, customers are responsible for return shipping costs unless the item is damaged or defective.
- Initial Shipping Fees: Shipping fees from the original order are non-refundable, and the customer will need to cover return shipping.
7. Contact Us
If you have any questions or concerns regarding our Refund and Returns Policy, or if you need assistance with a return or refund, please feel free to contact our customer service team:
ProLuiss
207 El Prado Ave, San Rafael, California (CA)
Phone: (415) 491-4549
Email: info@proluiss.com
Website: https://proluiss.com
Effective Date: January 6, 2025