Exchange and Return Policies
It is important to us that you are satisfied with your purchases. Therefore, we offer a free 30-day exchange and return policy for orders within Finland. For international orders, any possible shipping costs are not refunded.
The item to be exchanged or returned must meet the following conditions:
- The product was purchased from our online store.
- The product is unused, in salable condition, and in the same condition as when you received it.
- All included parts of the product (including product packaging and cardboard) are intact, attached to the product, and in good condition. Please do not remove cardboard labels attached to towels or bath accessories if you may return the items.
- The returnable product is neatly packed in its original packaging.
- Please note that the returnable product should be packed in a separate shipping package in addition to the product’s own protective bag. We recommend using the original shipping package in which you received the order.
Please contact our customer service at info@luinliving.com for detailed instructions on exchanges and returns. Please note that we cannot process products purchased from our resellers. In this case, please contact the respective seller directly.
If the product you return is lost during shipping, we are not obligated to compensate for the lost shipment. Therefore, always remember to keep the receipt for the return until the return shipment has arrived at our central warehouse.
Refunding Returned Products
The price of the returned product will be refunded to the payment method originally used. If the returned product is used, damaged, or otherwise unsalable, we reserve the right to charge a depreciation fee up to the full price of the product.
We will make the refund decision upon receiving the product. If there are any defects found in the product’s condition, our customer service will contact you.
We do not accept returns in the following cases:
- The product shows signs of use, damage, or other deficiencies compared to its original condition, preventing its resale.
- Animal hair, stains, or odors on the returned product result in a negative return decision.
We will process the refund within 14 days of receiving the return. Returns are processed in the order they are received. If you do not receive a refund within 14 days, please contact us.
Product Defects and Claims
Every product undergoes quality control processes at various stages of production. However, if you receive a defective or damaged product, please take photos of both the packaging and the product itself. Send the photos, a detailed description of the defect, and your order number to our customer service at info@luinliving.com.
We handle each contact individually and, if necessary, also with our production unit, after which we will send you instructions. If you have purchased the product from our reseller, please contact the respective reseller.
If a claim results in the return of the product, we will cover the transportation costs incurred.
Once the product is returned and the claim is deemed valid, we will refund the price paid for the product to the same payment method originally used. If the returned product is not found to be defective according to applicable consumer protection legislation, we may reject the claim and charge the customer for the transportation costs of the product return.
If the claim concerns changes in the appearance or feel of the textile after washing, this may not necessarily meet the criteria for a claim. Before making a claim, we recommend carefully reviewing the care instructions for the products.