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Subject to the terms and conditions set forth in this Returns and Refund Policy and forming part of the Terms of Service, Luki protects Buyer's interests by allowing product return requests and /or refund before expiration. The Luki Guarantee term is set forth in the Terms of Service.
Luki Assurance is a service provided by Luki, at the request of the User, to assist the User in resolving conflicts that may arise during the transaction. Users can contact each other to agree on the resolution of their disputes or report to the relevant local authorities to assist them in resolving any disputes that occur before, during or after use Luki Guaranteed.2. Terms of return
Buyer agrees that return and refund can only be requested in the following cases:
- Buyer paid but did not receive the product;
- Products are defective or damaged during transit;
- Seller delivers wrong product to Buyer (e.g. wrong size, wrong color, etc.);
- The Product the Buyer receives is markedly different from the information provided by the Seller in the product description;
- The Seller has negotiated and agreed to the Buyer to return the goods (however, Luki will need the Seller to confirm these agreements).
All returns-refund requests must be made on the Luki App.
Luki always carefully considers each Buyer's return/refund request and reserves the right to make a final decision on such request based on the foregoing and in accordance with Luki's Terms of Service.3. Don't change your mind to buy
Except as mentioned in this Returns and Refunds Policy, returns due to Buyer's change of mind will not be accepted.4. Seller's Rights
Upon receipt of a return and/or refund request from Buyer, Luki will notify Seller via text (notification on the App and/or email and/or phone message). The seller needs to send feedback according to Luki's instructions within the specified time. After that time, if Luki does not receive any response from Seller, Luki understands that Seller fully agrees with Buyer's request, and automatically refunds Buyer after receiving proof of that the Buyer has completed the return of the Goods to the Seller.
Luki always monitors the Seller's response on a case-by-case basis and reserves the right to make the final decision on Buyer's return/refund request.5. Condition of the returned item
In order to limit the arising troubles related to returning goods, the Buyer should note that it is necessary to return the product including all accompanying accessories, VAT invoice, warranty stamp... if any and the product must be returned. in the same condition as when received. Luki encourages Buyers to take photos of the products as soon as they are received for later comparison/complaints if needed.6. Returning costs
Seller and Buyer need to agree on who will bear the shipping charges for the returned item.
The buyer needs to pay the return fee directly to the carrier before sending the goods back (unless agreed with the Seller on Luki).7. Refund for Returned Goods
Luki will only refund Buyer when Seller confirms receipt of Returned Goods. Luki will automatically refund the Buyer in case the Seller does not respond within the pre-specified time period. For more information on Seller response deadlines, please click here .8. Contact between seller and buyer
Luki encourages Users to contact each other to negotiate in advance when there are any problems arising in the transaction. Luki will only intervene in the event that the Seller and the Buyer cannot come to a final agreement; Therefore, the Buyer should actively contact the Seller when there is any problem related to the order.9. Dispute between Buyer and Seller
In the event that the Buyer and the Seller cannot agree on a solution, the Buyer and the Seller can complain about this to the Authorities for settlement.
If one party complains to the other party to the authorities, the complaining party should promptly notify Luki about this dispute together with the requested information from Luki that Luki considers reasonable, on a case-by-case basis. specific job. In that case, Seller and Buyer mutually agree that once Luki has received notice and information related to the dispute, when the goods have not been paid to Seller in accordance with Luki's regulations, Assurance, Luki reserves the right to suspend payment to the Seller until a final decision is made on the settlement of the dispute between the Seller and the Buyer. In the event this payment has been paid to the Seller under the Luki Guarantee policy, both Buyer and Seller agree that Luki is no longer responsible for resolving any claim, dispute between the two parties or no longer any any responsibility for the goods.
Buyer and Seller agree to indemnify and hold Luki harmless from, or against, any claim, action, or liability/liability, damages, claims, penalties, fines, costs and expenses (including, without limitation, any other dispute resolution costs) arising out of or in connection with any action taken by Luki under the Return and Refund Policy. this money.
Updated date: September 10, 2020