• Instructions For Returning Faulty Goods
• How To Cancel An Order-Before Payment And After Payment
• Policy Of Return and Exchange
• Who Is Responsible For Product Damage Or Loss During Transit

Instructions For Returning Faulty Goods

Before returning faulty goods, please contact us first via CRM to discuss the issues you are having with such goods. In over 90% of cases we are able to sort out the problem instead of asking customers to make returns.
If there are irremediable defects with the goods, you can return or exchange them under our 7 Days Return / 15 Days Exchange warranty.
Please email your order number, images of the defective product and description to CRM. Our Customer Service Department will offer solutions and important instructions to your requisition as long as the defect has been confirmed.

The returned order number should be displayed on the outside of the box. If the original order was paid with a credit card, please enter the credit card number on the returning request form so we can credit back the correct amount to your card.
Generally we advise you to return faulty goods by Post Office shipment facility rather than couriers like DHL, UPS which may cost much more.

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How To Cancel An Order-Before Payment And After Payment

1. - CANCELLATION BEFORE PAYMENT
If you have not paid for your order, there is no need to contact us to cancel it. We receive hundreds of 'test' orders each day which our members are using to quote certain cart contents.

We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we're not processing your order.

You are under no obligation to follow through and pay for an order just because you checked out your cart online. If you want to do test orders to save certain invoices for later use, you are welcome to do this.

If your order is more than 5 days old please note you may not be able to reactivate it by sending payment, because the prices of the items may have changed as well as the shipping rates and the currency conversions. You may need to repeat the order with a new cart.

2. - WITHDRAWING AN ORDER AFTER PAYMENT

If you have placed an order and PAID, and now want to cancel that order, please contact us as soon as possible for a cancellation requisition.

If you are uncertain about something on your order and want to change it, please contact us and put the order on hold while you decide. This will pause the pricess so you can decide.

If the goods have already been shipped, that order cannot be cancelled. Please see our Return Policy.

If you want to cancel an order because you are ADDING further products, but not cancelling the previous items, that can usually be processed without any extra fees - please contact us.

If you would like to withdraw an order within 24 hours after the payment:

For customer made orders, a 20% material fee is deducted, and we’ll offer you 80% of item price plus the shipping fee.

For non-customized products, a full refund will be offered.

If you would like to withdraw an order after 24 hours of order payment:

A 50% of material fee is deducted, and we’ll offer you 50% of item price plus shipping fee.

If you would like to withdraw an order 48 hours after the payment, the cancellation of an order is not allowed. Please see our return policy.

We can offer you a full refund if you would like to withdraw an order which has been delayed longer than 48 hours after payment.

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Policy Of Return and Exchange

7-day Policy for Return and 15-day Policy for Exchange All Nlucky.com Products! Do You Have A Guarantee or Warranty?
Yes - Nlucky.com chooses products to sell based on their excellent designs and proven reliability. Therefore, the quality is guaranteed.

We check all of your orders during the packing stage to make sure that the right accessories are included.

We have a QC team who tests your ordered products are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line.

All our products are covered by a 7-day policy for return and 15-day policy for exchange.

In essence this means that faulty products can be returned to Nlucky.com by confirm the obvious quality defects, we will make the repairs or instant exchange and ship them back to you.
Address for return is submitted in the meanwhile of acquiring the return merchandise authorization (RMA).

Quality problem can be defined as obvious quality defects, the no following of customization requirement and size deviation from the posted size criteria.

For the dispute on size deviation, please take some photographs on the merchandise by laying it on the ground and place a tape ruler to measure out the different part. Customer shall submit the photographs to here for designated personnel take the dispute and the relevant faulty confirmation. A reply with the resolution is offered within 24 hours.
The existing of color aberration is due to the affecting by PC monitor and weather condition. Quality problem shall refer to product blemish by distinctive holes or serious discolored and craze. The dissatisfaction of product with the imagination of different material or error color applied on the merchandise, etc shall not be regarded as quality problem. We shall offer the solution for goods exchange in the event of product dissatisfaction from the customer.

Please contact customer service representative as soon as possible in case the finding of serious damage or obvious color differentia on product received. We will arrange your request for exchange or refund after the faulty confirmation. Please ensure the product is unused and head back to the designated address after the acquiring of RMA. Product can not be returned after the laundry.
We are neither responsible for the refund nor taking over your dispute on the product if return the goods without the acquiring of Return Merchandise Authorization(RMA) even with the causing of package missing during the package return.

Considering the uniqueness of the product in the event of Customization, a revise service based on your requirement can be offered. The return or exchange of the product in Customization is not accepted.

Order processing shall be commenced after the confirmation of payment and a certain period for product processing is required. We don't take any responsibility to take the dispute of item return or exchange due to delay of customer’s product using in the event of late remittance of product fare which may affect the normal processing time.
We shall strictly follow your requirement on the change of the original design from the product you purchased. The request for the return of your received product in the event of not meeting your requirement on the change of style from the original design is not accepted.

For lost package
Package lost during the ordinary shipment period can be treated with full refund.

For pending order
Nlucky.com shall proceed to partial refund when comes to the circumstance of order pending due to no receiving of response from customer in the event of misinformation on the order such as no telephone number, email address and ambiguous delivery date required by the customer, etc. within 15 business days.

For return and exchange on goods of clearance
Nlucky.com doesn’t issue return and exchange for clearance goods due to the items are all sold at bottom.

For return and exchange on goods of voucher discount
Order paid by voucher can only be issued with exchange requisition in the event of finding quality problem in 15 days from the date products received.

Please ensure the product is unused and head back to the designated address after the acquiring of RMA. A new order with the same merchandise will be replaced as long as received the returning package if reaching to the agreement of item exchange. The providing of tracking information after dispatching the package to the returning address is appreciated.

Nlucky.com shall cover the shipping fee for the replaced product.

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