Returns Policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Goods exempt from being returned are bespoke or customised orders.

To complete your return, we also require the original receipt or proof of purchase.

Please do not send your purchase back to Lu Kee Su Ceramics without contacting us beforehand. If/ when asked to return your original order, you will be responsible for ensuring you use a safe and secure method of postage and packaging and obtain a proof of postage as Lu Kee Su Ceramics cannot be held responsible for any goods lost or damaged in transit. 

 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed and a credit will automatically be applied to your original method of payment within 7-10 working days.

The outbound shipping charge will not be refunded and the return postage costs will be your responsibility unless the product received was faulty, in which case, both shipping fees will be refunded.

 

LATE OR MISSING REFUNDS

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at lukeesuceramics@gmail.com or via our Contact page.

 

SALE AND SECONDS ITEMS

Only regular priced items may be refunded, unfortunately seconds or sale items cannot be refunded.

 

EXCHANGES

We only replace items if they are defective or damaged. If you would like to exchange a defective or damaged item for the same item, email us at lukeesuceramics@gmail.com or via our Contact page, for full details on how to exchange. When asked to return your original order, you will be responsible for ensuring you use a safe and secure method of postage and packaging and obtain a proof of postage as Lu Kee Su Ceramics cannot be held responsible for any goods lost or damaged in transit. 

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