Refund policy

Return Policy

Not satisfied with the product or have a complaint? You can return your order within 30 days, provided it meets the conditions listed at the bottom of this page. After we receive the return, we will refund the purchase price to your account within 3-6 business days. Processing time may vary depending on your bank.

Important return information

  • Return period: 30 days from the delivery date.
  • Return processing time: within 3-6 business days of receiving the return.
  • Repair fee: None.
  • Return address: Please contact us at info@katielucy.com to obtain the exact return address.

We accept returns in the following cases:

  • Order cancellation: You can cancel your order within 30 minutes of purchase, as long as it has not yet been processed. After this time, the order cannot be cancelled.
  • Damaged on receipt: Did you receive a damaged product? Please contact us immediately. We will provide further instructions.
  • Product defect or malfunction after use: In case of manufacturing defects or functional problems, we offer an appropriate solution such as replacement or refund.
  • Change of mind: If you regret your purchase, you can return the product in its original condition within 30 days. Return shipping costs are the customer's responsibility.
  • Exchange: Want to exchange your product? Please contact us for instructions.
  • Received wrong product: Received the wrong item? Contact us immediately and we will resolve the issue quickly.

Here’s how to start a return:

  1. Contact us: Send an email to info@katielucy.com with your order number and reason for return. Attach photos if necessary.
  2. Receive return instructions: Our customer service team will review your request and send instructions.
  3. Send the product:
    • Pack the product carefully to avoid damage during transport.
    • Include the Track & Trace code and send it to info@katielucy.com. Without this code, the return may be invalidated.
    • Return shipping costs are the customer's responsibility.
  4. Inspection and refund:
    • After receiving the product, we will inspect its condition. If the product is damaged or the return form is incomplete, the return may be rejected.
    • If everything is in order, the purchase amount will be refunded to your account within 3-6 business days. Processing time may vary depending on the bank.

Note:

  • Make sure the return form is fully completed. Without this form we cannot process the return.
  • Depreciation for damage: If the product or packaging is damaged more than is necessary to inspect it, we may charge a depreciation fee or refuse the return.
  • If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
    If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.