Refund policy
Luzione Returns & Refunds Policy
At Luzione, our pieces are crafted with exceptional care and artisan-level craftsmanship. Because of the specialized logistics involved in luxury furniture procurement, we enforce transparent policies to protect both our clients and our supply chain.
⚠️ Critical Pre-Purchase & Delivery Warnings
- Mandatory Packaging Retention: White-glove delivery teams naturally offer to haul away crates and packaging. You MUST instruct the delivery crew to leave all original packaging and crates on-site. If packaging is discarded and you later request a return, a steep repackaging fee will apply.
- Strict 48-Hour Inspection Rule: If you are remodeling, moving, or absent during delivery, an authorized representative must open and inspect the piece within 48 hours of delivery. Construction delays or unopened boxes sit at your own risk; claims made after 48 hours cannot be accepted.
- Understand the Return Costs ("The Financial Reality"): Returning luxury furniture is costly. All non-defective returns incur a 35% restocking fee, return white-glove freight fees, and potential packaging penalties. Please measure your space carefully before ordering.
Fabric & Finish Assurance: Swatch Request Program
To ensure total confidence in your design choices and avoid unexpected returns, we strongly encourage clients to request physical swatches prior to placing an order.
- How to Request: Submit a request via our Swatch Request Form. Our design team will review your selections and email you a secure payment link.
- Dispatch: Swatches are dispatched immediately upon payment confirmation.
- Note: Ordering physical swatches helps guarantee material satisfaction but does not alter or exempt an order from our standard return fees and terms.
Return Eligibility & The Customization Principle
We accept return requests on eligible standard catalog items submitted within 14 days of confirmed delivery, provided the item is unused and in original packaging.
Bespoke & Custom Pieces: Any item modified from its standard catalog specifications—including custom dimensions, non-standard finishes, specialized upholstery, or Customer's Own Material (COM)—is strictly non-returnable.
Restocking Fee & Refunds
If your return request is approved, your refund will be processed under the following terms:
- 35% Restocking Fee: All approved returns are subject to a 35% restocking fee to cover capital processing, administrative handling, and asset depreciation.
- Refund Method: Remaining balances are refunded directly to your original payment method within 7–10 business days following warehouse inspection.
Additional Deductions & Packaging Penalties
In addition to the 35% restocking fee, the following costs will be deducted from your refund:
- Return Freight Charges: You are responsible for actual return white-glove freight costs, which will be quoted based on your location and deducted from your final refund amount.
- Missing Packaging Penalty: Original packaging/crating is mandatory. If original packaging was discarded or damaged, a fee of $500 or 15% of the item's retail value (whichever is greater) will be deducted to cover specialized on-site crating materials.
Delivery Inspection, Damages & Claims Protocol
You or your designated agent must inspect all items upon arrival. If severe transit damage is visible, you should refuse delivery directly with the carrier team.
For concealed damages, you must submit clear photo and video documentation to hello@luzione.com within 48 hours of delivery. Luzione is not automatically obligated to accept returns for damaged items; we reserve the right to review each situation and consider remedies such as dispatching a professional furniture medic for on-site repair, providing replacement parts, or authorizing a return.
Luzione Journal