Refunds and returns

Returns and Refunds Policy

At Luz Roja Shop , our goal is to provide you with high-quality products and exceptional customer service. Your satisfaction is our priority, and that's why we offer a 30-day guarantee. If you are not satisfied with your purchase for any reason, please contact us through our contact page.

Cancellation Policy

Please note that any modification or cancellation of an order must be made within the first 24 hours of placing the order. After this period, we may not be able to process your request as the order may have already entered processing. If you cancel within 24 hours, the refund will be processed within 10 business days.

Returns and Refunds

We offer a 30-day return period for unused items returned in their original packaging. We do not provide refunds for products that are used, worn, or damaged due to normal or improper use. If you return an unapproved item without a valid reason or outside of the 30-day period, we reserve the right to apply a restocking fee of up to 25% of the purchase price.

To initiate a return, please email us within 30 days of delivery, providing your order number and reason for return. All returns must be approved by our team before you ship the product back. Items must be returned in their original packaging and in unused condition. Please include your order number and name on the return package to facilitate fast processing. Return shipping costs are the customer's responsibility, except in the case of items damaged upon receipt. Shipping costs are non-refundable.

Once we receive your return, it may take up to 10 business days to inspect the item(s). After confirming that the items are in good condition, please allow up to 40 business days from the confirmation date to complete the refund process. If you have not received your refund after we have confirmed it has been processed and approved, please contact your financial institution.

We do not issue refunds for products that are used, worn, or damaged due to normal or improper use.

All refunds are processed in US Dollars (USD) in accordance with the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Problems with the Product

We take the safety of our products seriously and encourage customers to use them safely and responsibly. Please follow all usage instructions and safety precautions provided with your product, as well as the resources available on our website. We cannot be held responsible for damage or injury resulting from misuse, and refunds or replacements in such cases will be at our discretion. If you experience any discomfort when using our products, please discontinue use immediately and contact us through our contact page. We will be happy to assist you with any concerns or questions.

Damaged Items

We carefully package our products to prevent damage during shipping. We consider an item to be damaged if it has any defects or is physically broken. Damage to the shipping packaging, such as dented boxes, with the product in good condition, is not considered damage.

If your item arrives damaged, please let us know within 48 hours of delivery. To report a damaged item, please email us a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We do not refund or accept returns on items damaged due to normal wear and tear, or misuse.

Shipping and Delivery

We strive to deliver your order in a timely manner, however, we are not responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors that may arise during shipping. If you have any delivery issues, please contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.