Return and Refund – LUOWARE & LUORISE

RETURN
REFUND

At Luoware.com, you can rest assured that you are purchasing consistent, world-class products that meet the highest global quality and safety standards, delivered on time and as specified. If you are unsatisfied with your purchase, you may return it within 30 days of delivery. Please note that all returns must be uninstalled, unused, undamaged, and accompanied by intact packaging and accessories. Our customer service team will process your return authorization within 3-5 business days.

1. General Policy

We accept returns and offer refunds for products purchased directly from Luoware.com, subject to the terms outlined below. To qualify for a return or refund, the item must meet the eligibility criteria and be within the applicable return period.

2. Return Eligibility

To be eligible for a return, the product must meet the following conditions:

- Condition: The product must be uninstalled, unused, undamaged, in its original packaging, and include all accessories, manuals, and components.

- Proof of Purchase: A valid proof of purchase (order confirmation, receipt, or invoice) must be provided.

- Return Window: Returns must be initiated within 30 days of the delivery date.

3. Non-Returnable Items

The following items are not eligible for return:

- Items that have been installed, used, or damaged by the customer.
- Improper use or installation.
- Cosmetic damage.
- Damage caused by natural disasters or accidents.
- Commercial use.
- Modification of any part of the product.
- Attempted repair by anyone other than an authorized agency.
- Any product supplied free of charge.
- Products with missing components or accessories.

4. Return Process

1. Initiate a Return: Contact our Customer Support Team at support@luoware.com for smart toilet-related items or support@luorise.com for mini-split-related items to request a return authorization.

2. Prepare the Item: Repack the item securely in its original packaging with all included components.

3. Ship the Return: Ship the package to the address provided. Customers are responsible for return shipping costs unless the item is defective or the return is due to our error.

4. Inspection and Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your return. Approved returns will be processed within 3-5 business days.

5. Return Shipping Cost

(1) Personal Reason: Dislike/Unsuitable for Return
Yes, you are responsible for all return shipping costs. We recommend using a shipping method with tracking, as we are not responsible for lost returns.

(2) Personal Reason: Quality Problem: Wrong/Damaged Products for Return
No, you are not responsible for return shipping costs. Please email us with your order number and detailed information, including pictures of the issue. Once we receive your email, we will review your case and provide appropriate solutions.

6. Refund Policy

- Approved Refunds: Refunds will be issued to the original payment method used at checkout.
- Partial Refunds: Items returned in non-original condition or with missing components may qualify for partial refunds at our discretion.
- Processing Time: Refunds may take 5-7 business days to appear in your account, depending on your bank or payment provider.

7. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please initiate a return and place a new order for the desired item.

8. Damaged or Defective Items

If your item arrives damaged or defective:
- Contact our Customer Support Team within 7 days of delivery.
- Provide photos or videos of the damage/defect along with your order details.
- We will arrange for a replacement or refund at no additional cost.

9. Warranty Claims

Smart toilets and mini split air conditioners sold on Luoware.com are covered under our standard product warranty. For warranty claims, please refer to our Warranty Policy or contact us at support@luoware.com (smart toilets) or support@luorise.com (mini splits).

10. How Long Will It Take Me to Get a Refund?

It may take 1 to 2 weeks for a return to reach our warehouse. Once the item is received and inspected for accuracy (typically within 72 hours of receipt), we will process your refund within 2 days and automatically transfer it to your credit card or original payment method.

Please note that refunds may take 5–7 business days to appear, depending on your credit card company. Unfortunately, we are unable to expedite this process.