Refund, Resend and Returns Policy

For incorrect products, we offer a full refund or replacement.  For products with wrong color, size which doesn't affect product function, etc., We offer a refund or resend if you provide a screenshot of your complaint including name, content and date.

Please review the following policies carefully.

LUSH4U offers a quicker dispute solution and will appreciate it a lot if you provide:

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.

c. The products need to be returned to our Dispute Team 

Except for the important interpretation, Lush will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Lush4u warehouse. 

We will not be held liable if the order arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc

2. Orders not Received.

Lush will not deal with the refund or resend if the tracking information shows the order is delivered.

a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a) Incorrect/insufficient address.

b) No such number.

c) Unknown recipient.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.

h) Others.

Notes:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You will need to collect the package . Otherwise, the product will be returned to the sender, our logistics company. During the return, We takes no responsibility if products have been lost.

3. Products Damaged.

Lush4U offers a full refund or a replacement if packages arrived are badly damaged.

Lush4U offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a. For fragile products, a refund is highly recommended.

b. For damaged packing boxes, Lush cannot offer any refunds or other after-sale services due to the long-distant international delivery.

c. For ordinary, electronic products, Please open a dispute with us within 30 days after packages are delivered.

d. For service products, Lush refunds you the cost of the product (See the following important interpretation > Service products)

4. Incorrect or Missing Products.

Lush has a strict quality control process before products are dispatched. Lush will deal with incorrect or missing products as follows:

a. For incorrect products, Lush offers a full refund or replacement.

b. For products with wrong color, size which doesn't affect product function, etc., Lush offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c. For parts missing which doesn’t affect product function, Lush may refund partially or resend the missing part; for parts missing which affect product function, Lush will resend the product only.

d. For accessories, Lush will resend the accessories.

Notes:

For size problem, Lush will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.

For orders cancellation, Lush offers a full refund before products are processed by our warehouses.

Important Interpretation

1. Deadline of Opening Dispute.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

2. Force Majeure.

Lush takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Lush will notify you.

3. Service Products.

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, Lush may not refund the product cost.

b. Any disputes arising from bad quality, Lush may not accept as the supplier is not Lush

4. Unacceptable Disputes.

Lush shall not accept any unreasonable disputes, including but not limited to:

a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.

h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.