Open a return request by visit Returns Center and follow a few simple steps.
We have a 30-days return policy, which means you have 30 days after receiving your item to request a return.
Return costs
Free returns:
- If the item is damaged, not as described on the product page, due to manufacturer defect or packaging error
May charge a return shipping fee for each return shipping label required, for the following return reasons:
- Better price found
- Changed mind
- Doesn't fit
- No longer needed
- Ordered wrong item
On the page with the item's description, you can find more information about the item's return policy and details about return shipping fees.
Before you start a return
Important: Learn what to do if the items you received are missing, damaged, or incorrect.
Please note that returns will need to be sent to the following address: Lusy Store LLC, 3349 Tates Creek Rd, Lexington KY 40502, United States
Items must be returned within the return period, which can be found on the item’s details page. You can also check return eligibility details on your orders page.
For certain products, you can get a refund without a return. Make sure to add only the items listed on your packing slip when you return your order.
If your item isn't returned in the exact condition it was received, you may get a partial refund. This includes items that are missing nonessential parts or tags, or have other signs of use.
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.
Refunds item condition
When you request a return, the amount refunds differs based on the item you bought and its condition upon return.
When the package with your return arrives at the our return center, it may take up to 24h additional to process. Check the status of your refund with the return tracking number found on your orders page.
Refund exceptions
Tip: An item’s details page displays its return eligibility.
Exceptions include, but aren't limited to:
Electronics may need to be returned within 14 days.
Food, pantry-safe groceries, and living things including flowers and plants may or may not be returnable, but can be refunded.
You can’t return gift cards or other cards with a prepaid value, loyalty programs, memberships, or experiences such as event tickets or museum admissions.
Items such as music, videos, software, and collectibles must be sealed and unopened when returned.
Essential parts & tags
Return TVs, computers, tablets, and mobile phones in unopened condition unless the product arrived damaged or defective.
Items should be unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received.
All parts must be intact.
Return all original product packaging, including boxes, UPCs, bags, or any items used to wrap and protect the item.
Return all items that came in the original package. Items include: cords, cables, remote controls, free gifts or bonus items, certificates of authenticity (such as manuals, warranty, and rebate cards), grading or appraisal, and original tags.
Items must have original tags, labels, or any accompanying materials in the state that they were originally included.
One-time consumption products
Items designed for one-time consumption must be returned unused, unmarked, in their original condition, and with the factory seal and packaging intact. Examples of one-time-consumption items include, but aren’t limited to:
Books.
CDs, DVDs, VHS tapes, cassette tapes, Blu-ray discs, audiotapes, and video games or vinyl records.
Items that need to be activated post-purchase. Examples of these items include, but aren't limited to prepaid cellular phone cards and electronically fulfilled PINs or minutes, software, and video games.
Items that can’t be reused due to hygienic considerations must be returned unused, in their original condition. In addition, the factory seal, hygiene stickers, and packaging must be intact. Examples of these items include, but aren't limited to, swimsuits and undergarments.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Start a return
Get a return label or return address
You can get an instant return label for items.
Contact us through Returns Center or email: sp@lusystore.com to start your return and receive a label. We should get back to you within 2 business days.
Return the order.
Refund processing time
After your return is processed, you receive your refund in 5 - 7 working days after approval. The refund amount should be for the full value of the items returned, but doesn’t include shipping & service fees.
Frequently asked questions about returns, refunds, and exchanges.
How do I return?
1. Visit our Returns Center
2. Enter your order number and email address to start
3. Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
- Within 30 days from the date of purchase
- In unused and resellable condition
- In the original packaging with all the tags intact
What items are non-refundable?
The following items cannot be returned:
- Gift cards
- Discounted items (if applicable)
The item I received is damaged!
- If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
- We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
How do I ship back the items?
- For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
- Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
