Return & Exchange Policies
1. Opened Products
We do not accept returns, exchanges, or issue refunds for opened products. Given the personal use nature of our products and for the safety of all LUS customers, we do not accept returns on any opened products.
2. Unopened Products
We are happy to provide a full refund or exchange on any unopened products within 15 days of delivery. All exchanges and returns are subject to approval and quality assurance review on receipt of your returned products. If your products are sent without approval, or if they are found to have been opened or used, you will not be eligible for an exchange or refund. Please note that you are responsible for the cost of return shipping to our facilities here in Toronto, Canada. Please contact us to initiate your request.
INTERNATIONAL SHIPPING TERMS
All international orders (outside of Canada and U.S.) may be subject to customs and duty fees upon arrival in the destination country. Please note: these fees are paid to your local carrier or government and are not collected by LUS Brands. We ship all international orders DDU (duties delivered unpaid) meaning we do not collect any local taxes/fees in the price charged on the website. Please consider import duties and taxes if you are shopping internationally.
RETURN TO SENDER
1. Customer Error
It is the responsibility of the buyer to make sure that the shipping address is entered correctly before completing the purchase, and that you are shipping to a deliverable address. You have a 4-hour window to make changes after placing your order. Please follow the self-serve instructions in your order confirmation email. Always double check before placing your order! If your order is undeliverable due to an incorrectly entered address, you are responsible for the cost to reship a replacement item.
2. Carrier Error
In the event of carrier error, LUS will cover the cost to reship items within Canada and the contiguous United States. Please contact us if you believe there has been an issue with your delivery.
DELIVERED BUT NOT DELIVERED
If tracking information confirms that the item has been delivered to the shipping address for your order but you have not received your products, please contact the carrier directly in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your shipping address.