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Returns and exchanges

Everything you need to know to send back a product

Returns

You are entitled for a refund within 30 days as from your delivery date. As soon as we receive your products, we will proceed with the refund (excluding shipping cost) on your credit card, PayPal account or by bank transfer, within 2-5 working days. The item(s) have to be accompanied by the Lucrin Returns Document, for the refund procedure to be activated. (See the return instructions below).

Exchanges

You have a change of heart, you do not like the colour of the product or you wish to exchange it for some other reason? LUCRIN allows you to exchange your article with another one of the catalogue within 30 days as from the date of delivery. Once we receive back the returned item, we will send you the new one. (See the return instructions below).

Return Conditions

  • 1. Items returned with scratches or other damage will not be accepted.
  • 2. Monogrammed, personalized and final sale items cannot be returned or exchanged.
  • 3. Returns must include the original lucrin packaging.
  • 4. All returns and exchanges require a Return Merchandise Authorization (RMA) barcode label which is generated during the return process.
  • 5. RMA barcode label must be applied to the outside of the shipping box. Please make sure barcode is VISIBLE and not covered by other labels or shipping tape.
  • 6. Shipping fees, brokerage fees, duty taxes and GST/HST taxes will not be refunded.
  • 7. LUCRIN is not responsible for items damaged or lost in transit.
  • 8. It may take up to 7-14 business days after receipt for your refund to appear on your credit card statement.
Instructions
1. Make a return and/or an exchange
Start the process :
2. Return validation

Our customer service will contact you within 48 hours to validate your return.

3. Print Return Merchandise Authorization (RMA) label

You will receive a RMA label by email. You need to print and place it on your return package.

The label contains 2 important information:

i. The address where your package should be shipped

ii. A RMA barcode containing information about your return

4. Return package

You need to attach the RMA label to the outside of your return package (shipping box, envelope, etc…). Both, the address and the barcode should be clearly visible. We advise you to use clear packaging tape to so do.
In case of a refund, it is made within 2-5 working days as soon as we receive your return package at our facility.