Refund policy

Refund & Return Policy | Luke Store

Thank you for shopping at Luke Store.
If you are not fully satisfied with your order for any reason, please read our complete refund, return and replacement policy below.
At Luke Store, we specialize in high-quality handcrafted goods, daily accessories, decorative items and small furniture. Our products undergo strict quality inspection before shipment to guarantee premium craftsmanship. To deliver a reliable shopping experience for all customers, we have formulated the official Returns & Replacement Policy as follows:

1. Replacement Service

We offer free replacements if your item has any of the following issues upon receipt:
  • Damages caused during international shipping
  • Factory manufacturing defects
  • Obvious mismatch between received goods and your order description

Replacement Application Rules

  1. You must contact us via email within 48 hours after receiving the parcel. Our official email: jianduandejiyi51@gmail.com
  2. Attach clear photos of the damaged/defective product in your email: 1–2 full shots of the whole item + 1–2 close-up photos highlighting the problem area.
  3. Keep the original packaging, user manuals, tags and all matching accessories intact for return pickup arrangement.
  4. Our team will arrange logistics to collect the faulty product from your delivery address. After we receive and inspect the returned item:
    • If damage/defect is confirmed to be our liability (not caused by improper use, man-made damage or careless handling), we will process your replacement immediately.
    • If the item shows signs of misuse, scratch, breakage from personal operation or missing original packing, replacement application will be rejected.

Eligibility Conditions for Replacement

  • Replacement requests are only acceptable within 3 calendar days after delivery. No replacement applications will be processed once this 3-day window expires.
  • Goods must remain unused, unwashed, unmodified and retain all original packaging and accessories.

Important Note for Handcrafted Products

All our goods are handmade, so slight natural differences in texture, color and surface finish are normal and not treated as defects.

Screen color deviation caused by different phone/monitor displays is not eligible for replacement or refund. Natural material textures (wood grain, metal minor traces, stone texture) are inherent features and cannot be grounds for return.

2. Order Cancellation Rules

Cancel before shipment (within 24 hours of order confirmation)

You may fully cancel your order without any extra charge within 24 hours after you place the order, as long as the parcel has not been dispatched.

Send your cancellation request to our official email within the 24-hour limit. Once goods are shipped out, order cancellation will no longer be available.

Refund Timeline for Cancelled Orders

Full refunds will be processed within 2–3 working days after we confirm your valid cancellation request. Actual arrival time of funds depends on your payment provider’s processing rules.

3. Return Application Time Limit

You can submit a return request within 3 calendar days after your parcel is delivered. We will not accept any return requests submitted later than the 3-day deadline.

4. Qualified Return Scenarios

Defective Items

Products with factory flaws that affect normal use (e.g., structural imbalance, loose welding joints, broken functional parts).

Note: Tiny invisible micro defects that do not affect normal use after installation are not recognized as valid return reasons; natural material features are excluded.

Item Mismatch

Received goods differ greatly from the website listing in size, shape or main color. Minor handcraft texture differences do not count as mismatch.

Dead-on-Arrival Electronic Goods

Battery-powered or electric products (clocks, small lamps, decorative lights) that cannot function when unboxed. For such electronic defective goods, we only provide replacement service instead of full refund.

5. How to Submit a Return Request

  1. Take 2–3 clear photos of the problematic product: full item view + close-up of the defective/mismatched part.
  2. Send all photos and your order number to our email: jianduandejiyi51@gmail.com.
  3. Our customer service team will reply and assess your application within 24 hours after receiving your email.

6. Return Inspection & Pick-up Arrangement

  1. Our resolution team will review your photos and supporting details within 24 hours.
  2. Please keep all original boxes, packing materials, manuals, warranty slips and accessories until logistics pickup. Missing accessories will lead to application rejection.
  3. Once your return request is approved, our logistics partner will arrange pickup from your original shipping address within 72 hours.
  4. Return processing only proceeds after our warehouse completes full quality inspection of the returned goods. Unapproved requests will be declined without further return service.

7. Refund Payment Methods & Timeframe

Refunds will be issued only after the returned parcel is successfully picked up and inspected at our warehouse.

You can choose to receive your refund via your original payment channel, including Credit Card, Debit Card, Online Banking, Digital Wallet and UPI.
Refund arrival time varies based on your payment provider’s regulations:
  • Credit Card / Debit Card / Online Banking / UPI: 4–5 working days
  • Offline bank transfer (NEFT): 7–10 working days

8. Special Policy for Furniture Items

For all furniture products sold in Luke Store:

If furniture arrives damaged during transit, we will only arrange a replacement item. No full refunds, returns or exchanges are available for furniture under any circumstances.

Contact Us

If you have any inquiries about our refund, return or replacement policy, reach us via the following channels anytime:
  1. Official Email: jianduandejiyi51@gmail.com
  2. WhatsApp 1: +852 54904560
  3. WhatsApp 2: +86 15359581813
  4. WhatsApp 3: +86 17606034674