At lotchuot, we are committed to your satisfaction. We understand that sometimes things don’t go as planned, so we’ve provided a clear return and refund policy below.
1. 7-Day Return Policy
You have 7 days from the date of receiving your order to return your product. Returns are accepted under the following conditions:
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Condition: The product must be in its original, unused condition with the original packaging. If the product is used or damaged, it is not eligible for a return.
2. Refunds for Manufacturer Defects
If your customized mousepad has a manufacturer defect (such as printing errors, defective stitching, or damaged material), we will provide you with:
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Full Refund: You are entitled to a full refund within 7 days of returning the defective item.
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Replacement: If preferred, we will send you a replacement product free of charge.
3. Non-Returnable Items
Due to the customized nature of our products, the following items cannot be returned:
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Customized Mousepads: As these are made-to-order with your personal design, they cannot be returned unless there is a defect.
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Used or Damaged Products: Products that have been used, altered, or damaged after receipt are not eligible for returns or refunds.
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Incorrect Design Submissions: If the customer submits a design that does not meet the guidelines or if the design differs from the order confirmation, the product cannot be returned.
4. Return Shipping Fee
To process a return, a flat return shipping fee of 35,000 VND applies, which covers the cost of returning the product to us. This applies under the following circumstances:
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Manufacturer Defects: If the product has a defect or error on our part, we will cover the return shipping cost.
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Customer Error: If the product is returned due to customer error (e.g., incorrect design submission or change of mind), the customer will be responsible for the 35,000 VND return shipping fee.
5. How to Return Your Item
To return your customized mousepad:
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Contact Us: Reach out to us at [email protected] or call 0913209390 within 7 days of receiving the product to initiate the return.
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Return Authorization: We will provide you with a Return Authorization Number and instructions for the return shipment.
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Packaging: Ensure the product is carefully packaged to prevent damage during the return.
6. Exchanges
We currently do not offer direct exchanges. If you would like a different design or customization, you can return the product following the return policy and place a new order.
7. Customer Support
If you have any questions or need assistance with your return, feel free to contact us at [email protected] or call 0913209390. Our customer service team is here to assist you.
Thank you for shopping with lotchuot! We strive to provide the best customer experience possible.