Refund policy
We have a 30-day return and refund policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
For a return to be eligible, kindly email us at hi@luftrum.us to obtain a return address and a return label. Do not return your item to the original delivery address, as it won't be equipped to handle returns. Based on your location, we'll provide you with the closest return address. Ensure you return all received products, including bonus items, for eligibility.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hi@luftrum.us.
Your returns must include all parts except for our reasons.
-
Due to the nature of our products, once installed they will show signs of use. Luftrum never re-sells returned products, so we are forced to give away or discard them. As a result, we must charge you a wear and tear fee and return shipping costs for the return of your product. We hope you understand that this fee will be determined after the warehouse has opened the box and inspected the product.
There is no difference in quality between promotional products and non-promotional products, only the difference of the promotion discount. In principle, all promotional products are considered to be final once being sold, but we have relaxed our return policy for the sake of your rights and interests. Detailed terms and conditions are below.
If you have any questions, please contact our customer service e-mail. Thank you for choosing luftrum.
Non-promotional orders (pre-sale orders/orders without coupons/orders with store coupons)
1.Due to product defects:
(1)Within 30 days from order signing (including 30 days), full-payment return does. No need to bear the return shipping fee;
(2) Over 30 days from order signing, the return of the full payment is required to bear the return shipping costs of $ 100; (Note: In principle, we provide you with a warranty service over 30 days of signing the receipt and no longer provide return service. This clause is for your needs.)
2. Due to your personal preference
(1)Within 30 days (including 30 days) from order signing , the return of the full payment is required to bear the return shipping costs of $ 100.
(2) Over 30 days from order signing, the return of the full payment is required to bear the return shipping costs of $ 100. And compensation for wear and tear of up to 30% of the paid amount will be required. (Note: In principle, we provide you with a warranty service over 30 days of signing the receipt and no longer provide return service. This clause is for your needs.)
Promotional orders (holiday promotional orders/welfare discount orders)
1.Due to product defects:
(1) Up to and including 30 days from order signing, full-payment return does. No need to bear the return shipping fee.
(2) Over 30 days from order signing, the return of the full payment is required to bear the return shipping costs of $ 100. (Note: In principle, we provide you with a warranty service over 30 days of signing the receipt and no longer provide return service. This clause is for your needs.)
2.Due to your personal preference：
(1)Within 30 days (including 30 days) from order signing, the return of the full payment is required to bear the return shipping costs of $ 100.
(2) Over 30 days from the signing of the order, the return of the full payment is required to bear the return shipping costs of $ 100. And compensation for wear and tear of up to 45% of the paid amount will be required. (Note: In principle, we provide you with a warranty service over 30 days of signing the receipt and no longer provide return service. This clause is for your needs.)
How to Initiate a Return
Contact Us: To initiate a return, please contact our customer service team at hi@luftrum.us. Include your order number, the item(s) you wish to return, and the reason for the return.
Packaging: Please ensure the item is packed in its original packaging with all accessories and documentation that were included when you received it.
Return Shipping: After you’ve contacted us, we’ll provide you with a prepaid shipping label. Simply attach it to your return package and drop it off at the nearest shipping center.
Refund Processing: Once we receive your returned item and inspect it, we’ll process your refund. Refunds will be credited to the original method of payment within 7-10 business days, depending on your bank’s processing times.
Return address
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@luftrum.us.
Contact us
If you have any queries about this refund policy or need help with returns, please reach out to us at hi@luftrum.us.
Acceptance of this policy
By making a purchase from www.luftrum.us, you agree to this refund policy. If you have any questions about this policy before making a purchase, please don't hesitate to contact us.
Please Note: This policy may need to be adjusted in accordance with local laws and regulations.