Refund policy

We offer a 30-day return and exchange policy. You may request an eligible return or exchange within 30 calendar days from the date you receive your order.

We accept eligible requests for both defective or damaged products and non-defective products, including change-of-mind returns, subject to the conditions below.

1. Return Eligibility

For a standard return or exchange, the product must meet the following conditions unless the issue is caused by product damage, defect, incorrect shipment, missing components, or another issue attributable to Lusevo:

• The product is in the same condition as received
• The product has not been used or installed, where applicable
• All original tags, labels, accessories, and included components remain intact
• The product is returned in its original packaging
• Valid proof of purchase, such as an order confirmation or receipt, is provided

Products that do not meet the applicable return conditions may not qualify for a standard return or exchange, except where otherwise required by applicable law or where the issue is the responsibility of Lusevo.

2. How to Request a Return or Exchange

Before returning any product, please contact our customer support team:

Email: support@lusevo.com
Phone: +1 (307) 533-0844

Please provide your order number, the reason for your request, and any relevant photographs or videos if the request involves damage, defects, missing parts, an incorrect item, or another product-related issue.

After reviewing your request, our customer support team will provide the applicable return instructions, including the return shipping address and procedure.

Please do not return any product before receiving return instructions from Lusevo. Unauthorized returns may not be accepted or eligible for refund or exchange.

3. Return Method

Approved returns must be shipped by postal or courier service in accordance with the return instructions provided by our customer support team.

Customers are responsible for packaging returned products appropriately to help prevent damage during return transportation.

4. Return Shipping Costs and Fees

Company-Responsibility Returns

Lusevo will be responsible for reasonable return-related costs when the return is caused by an issue attributable to us, including:

• A defective product
• Damage identified upon delivery
• An incorrect product shipped
• Missing components or parts
• A significant inconsistency between the product received and its description or specifications

For an approved company-responsibility return or exchange:

• Lusevo will cover reasonable return shipping costs
• No restocking fee will be charged
• No return-related handling fee will be charged

Customer-Responsibility Returns

A return may be considered customer-responsibility when the reason includes:

• Change of mind
• Personal preference
• An incorrect product or option ordered by the customer
• Subjective dissatisfaction unrelated to a product defect
• A decision not to continue waiting while the order remains within the published estimated delivery timeframe

For an approved customer-responsibility return or exchange:

• The customer is responsible for all return shipping costs
• A 20% restocking fee applies
• Any applicable reshipping costs for an exchange or replacement are the customer's responsibility

5. Refunds and Processing Time

Once an approved returned product is received and inspected, we will notify you of the outcome of the refund request.

If the refund is approved, it will be issued to the original payment method within 7 business days.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider and is outside Lusevo's control.

6. Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, defective, incorrect, or with missing parts or components, please contact us as soon as possible and within the applicable 30-day return and exchange period.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or videos showing the product, packaging, and affected area where applicable

After reviewing the issue, Lusevo will provide an appropriate resolution based on the nature of the problem and the circumstances of the order. Depending on the case, this may include troubleshooting, replacement parts, reshipment, product replacement, exchange, return, partial refund, or full refund.

Manufacturing or workmanship defects that arise after delivery may also be covered by our 2-Year Limited Warranty.

7. Order Cancellations and Modifications

Before Shipment

Orders may be cancelled or modified without a cancellation fee before the order has been shipped.

If an eligible cancellation is completed before shipment, a full refund will be issued to the original payment method.

After Shipment

An order is considered shipped once a tracking number has been generated and the tracking information has been updated in the customer's order details.

Once an order is considered shipped, it can no longer be cancelled or modified. Any subsequent request to return or exchange the product will be handled under this Returns & Refunds Policy.

After shipment information becomes available, we will normally send a shipping confirmation email containing the available tracking details.

8. Estimated Delivery Timeframes

All delivery dates and delivery timeframes displayed at checkout or otherwise communicated by Lusevo are estimates unless explicitly stated in writing as guaranteed.

Delivery may be affected by logistics providers, customs clearance, weather, transportation conditions, or other circumstances outside our reasonable control.

Current handling times, transit times, delivery areas, and standard delivery terms are available in our Shipping & Delivery Policy.

If you have questions about an existing order or delivery delay, please Contact Us.

9. After-Sales Resolutions

After-sales requests are reviewed based on the order status, logistics status, product condition, nature of the issue, supporting evidence, allocation of responsibility, and other relevant circumstances.

Where a product-related issue is confirmed, the appropriate resolution will depend on the nature and severity of the issue. Available resolutions may include:

• Troubleshooting, installation guidance, or usage information
• Replacement parts or partial reshipment
• Replacement of the affected product
• Exchange or another appropriate solution
• Partial refund
• Full refund where appropriate

This section does not limit an eligible customer's rights under the 30-day return and exchange policy, our 2-Year Limited Warranty, or applicable consumer-protection law.

10. Your Legal Rights

This policy does not exclude, limit, or reduce any statutory consumer right or remedy that cannot legally be waived under applicable law.

11. Contact Information

If you have questions about a return, exchange, refund, cancellation, or another order-related issue, please contact our customer support team.

Lusevo Home INC

Company Registration Number:
2026-002058852

Registered Address:
30 N Gould St Unit 389
Sheridan, WY 82801
United States

Please note: This address is not authorized to receive returned products. Please contact our customer support team before returning any item.

Email: support@lusevo.com
Phone: +1 (307) 533-0844

Customer Support Hours:
Monday through Saturday
9:00 AM–6:00 PM (Mountain Time)

Response Time:
We aim to respond within 1 business day.