Refund and Returns Policy

At Luzmaikalo, we want you to enjoy your purchase with complete peace of mind. If for any reason you are not satisfied with your order, you may request a return in accordance with the conditions set out in this policy.

1. Right of Return

You have 30 calendar days from the receipt of your order to request a return.

To accept the return, the item must meet the conditions indicated in this policy.

2. Conditions for accepting a return

For a return to be accepted, the product must:

• Be unused, unwashed, and in perfect condition.
• Retain all its original tags.
• Maintain its original packaging whenever possible.
• Show no damage caused by incorrect or negligent use.
• Be returned complete, including all accessories it may incorporate.

We reserve the right to refuse any return that does not meet these conditions.

3. Products not eligible for return

For hygiene reasons or due to their characteristics, returns will not be accepted for:

• Customized or made-to-order products.
• Items that have been used, washed, or altered.
• Products that show damage caused by improper use.
• Products without their original tags when these are necessary for their commercialization.

4. Product Representation

At Luzmaikalo, we strive to ensure that the images, videos, and descriptions of our products represent each item as faithfully as possible.

However, slight variations may occur in color tone, texture perception, or fabric drape due to the lighting used in photographs, the screen settings of the device from which the images are viewed, or normal variations between different manufacturing batches.

These minor visual variations will not be considered a manufacturing defect as long as the design, main characteristics, and functionality of the product correspond to the information published in our store.

This provision will not apply when the received product shows substantial differences from the ordered model, such as a different design, color, variant, or item.

5. How to request a return

To initiate a return, you must send an email to:

info.luzmaikalo.com@gmail.com

You must indicate:

• Order number.
• Full name.
• Reason for return.
• Photographs of the product if there is a defect or incident.

Once your request has been reviewed, our team will provide you with the necessary instructions for making the return.

Do not send any product without first receiving our authorization and the corresponding return address.

6. Return Costs

Unless the product has a manufacturing defect or an incorrect item was shipped, return costs will be borne by the customer.

Since Luzmaikalo offers free shipping on all orders, there are no initial shipping costs that can be subject to a refund.

The cost of the return will depend on the shipping company chosen by the customer, the package weight, and the return destination.

We recommend using a shipping service with a tracking number.

7. Defective Products or Incorrect Orders

If you receive a defective product, one damaged during shipping, or one different from what you ordered, you must contact us as soon as possible, preferably within 7 calendar days of receipt.

If, after review by our team, the incident is confirmed to be attributable to Luzmaikalo, we will cover the return costs where applicable and offer the most suitable solution according to the circumstances of the case.

Such solutions may include, among others:

• Product replacement.
• Partial refund.
• Full refund.
• Full refund without the need to return the item.
• Another solution agreed upon with the customer.

8. Incident Review

To assess any incident related to a received product, Solaris Vogue may request photographs or videos of the item, packaging, and any labels or references included in the order.

Photographs must show the complete product and, where applicable, the specific detail of the reported incident.

Each incident will be reviewed individually before determining the corresponding solution.

9. Refunds

Once the product is received and verified to meet the return conditions, we will proceed with processing the corresponding refund.

The refund will be issued using the same payment method used during the purchase, unless expressly agreed otherwise between both parties.

The process may take up to 14 calendar days  from the receipt and inspection of the returned product, although it is usually completed sooner.

The time it takes for the amount to reflect in the customer's account may vary depending on the banking institution or payment provider.

10. Rejected Refunds

No refund will be issued when:

• The product has been used.
• The item shows damage caused by the customer.
• The product has been washed, altered, or modified.
• It is returned incomplete.
• The return is sent without prior authorization.
• The conditions established in this policy are not met.

In these cases, we may return the product to the customer, who will be responsible for the corresponding shipping costs.

11. Responsibility for Return Shipment

The customer is responsible for properly packaging the product and ensuring that the return arrives at the address provided by Luzmaikalo.

Luzmaikalo is not responsible for:

• Returns lost during transit.
• Packages sent to an address other than the one indicated.
• Delays caused by the courier company.
• Delays due to customs procedures.
• Returns made without a valid tracking number.

12. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We can only cancel orders that have not yet begun to be prepared or processed.

Once logistical processing has started, cancellation cannot be guaranteed and must be handled through the return procedure once the order is received.

13. Size Exchanges

Currently, Luzmaikalo does not offer direct size exchanges.

If you desire a different size, you must request a return of the item in accordance with the conditions established in this policy, and once the return is processed, you may place a new order with the desired size, subject to stock availability.

14. Alternative Solutions

With the aim of providing quick and efficient service, Luzmaikalo may propose, when appropriate, alternative solutions to traditional returns.

These solutions may include, among others:

• Partial refunds.
• Full refunds without the need to return the item.
• Product replacement.
• Shipment of an alternative product.
• Other commercial compensations agreed upon with the customer.

The acceptance of any of these solutions will always be voluntary on the part of the customer.

15. Policy Modifications

Luzmaikalo may update this Refund and Returns Policy when necessary to adapt it to legal, operational, or commercial changes.

The current version will always be the one published on our website at the time of purchase.

Right of withdrawal

In accordance with European consumer protection regulations (Directive 2011/83/EU), the customer has the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day on which the customer, or a third party indicated by them other than the carrier, acquires physical possession of the goods.

To exercise the right of withdrawal, the customer must notify Luzmaikalo by email at info.luzmaikalo.com@gmail.com, indicating their decision to withdraw from the contract through an unequivocal statement.

In case of withdrawal, Luzmaikalo will refund all payments received, including delivery costs (with the exception of additional costs resulting from the customer's choice of a type of delivery other than the least expensive type of standard delivery), without undue delay and, in any event, no later than 14 calendar days from the date on which we are informed of the decision to withdraw.

The cost of returning the product will be borne by the customer.

16. Contact

If you have any questions about returns or refunds, you can write to us at:

Email:
info.luzmaikalo.com@gmail.com