Política de reembolso

Can I cancel or change my order?

We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.

Please contact us to check if changes or cancellation are possible, and give the reason you wish to cancel.

 

REFUNDS 

We do not issue refunds if your order does not arrive due to factors within your control (e.g. providing the wrong shipping address, insufficient address, invalid shipping address or incorrect customization).

Personalized Products Policy

We do not offer refunds nor accept returns for orders with specific personalizations or customizations such as names, dates, sign-offs, etc. However, we can offer you store credits or discounts of no higher than 50% Off.

My item is damaged / incorrect, what do I do?

Please contact us for any items that arrived damaged, defective or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

 

Customer Error Policy

Items cannot be returned due to customer error, so please be sure to make sure all customizations and shipping address are 100% correct before submitting your order. However, we will do whatever we can to make you happy.


RETURNS

We understand that sometimes issues arise with orders, and we strive to provide a satisfactory resolution. Our refund policy allows customers a replacement or 100% refund for orders only in the following circumstances:

  1. Defective Item: If the received item is defective or faulty, customers may return it for a refund. Proof of the defect may be required, such as clear photographs or detailed descriptions.

  2. Damaged During Shipping: If the item is damaged during shipping and the packaging shows clear signs of mishandling, customers are eligible to return the item for a refund. Customers must notify us of any shipping damage within 30 days of receiving the order and provide photographic evidence of the damage.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out! However, any return that falls outside of the above 2 circumstances will attract a 30% re-stocking fee. Please note that all returns must be authorized by our customer service team before being sent back. To initiate a return, please contact us at support@regaluxa.com. Once the return is approved, customers will receive instructions on how to proceed with the return process.

We reserve the right to refuse returns that do not meet the above criteria or are not authorized by our customer service team. Additionally, any items that have been used, altered, or damaged by the customer will not be eligible for a refund.

Please note:

  • Shipping is non-refundable.
  • Allow 14 business days from the date your package arrives to us for your return or exchange to be processed.
  • Return shipping charges are the responsibility of the customer. If a product is defective or received incorrectly, we will be happy to provide a return shipping label.
  • We are not responsible for returns until they reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.  Without proof of receipt and delivery, we will not be able to process your return in a timely manner.

 

My item looks different to the online listing

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look.

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.


Returned-to-Sender & Refused Packages

  • This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
  • We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
  • We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. 
  • We can reship packages that have been returned to sender, but the customer must pay for the shipment cost after we have received the returned to sender package.

 

Item Not Received But Tracking Shows Delivered

We are not liable for packages where the tracking shows as delivered. Your satisfaction is our top priority so we will work you you to try and figure out what happened. If it is proven that the package was stolen or delivered to the wrong address and after enough time has passed (at least 14 days) and thorough investigation done by the customer, only then at our sole discretion will we consider a reshipment of the same item/s.

If you received the delivery confirmation notification a short while ago, please give it a few hours then check again, sometimes the USPS or carrier scans a package as delivered even before they have physically delivered it. 

Even though the USPS or UPS tracking shows a status of “delivered”, sometimes the tracking is not correct.  it’s rare that a package is actually “lost”.

Another household member could have received the package and placed it somewhere within the residence. Check with other household members and neighbors to see if they’ve received the package.

The package may still be on the truck or at the Post Office. Wait a few days past the “delivered” date shown on the tracking. This same scenario has actually happened to me. I waited a several days after the tracking showed “delivered” and my package showed up 2 days later.

The package was delivered to the wrong address, perhaps a nearby neighbor. Please check with neighbors, your postal carrier and/or call your post office and inquire.

The Post Office now has GPS info on all scanned delivered packages, Contact your Post Office and have them check the actually delivery address.

If all the above steps fail to turn up the package, then the issue may be related to stolen mail. Initiate a “stolen mail” report with USPS Postal Inspector’s office. You will need to complete a USPS affidavit affirming the status of the package as “stolen” (and a USPS Postal Inspector may contact you). In addition, you should also complete a stolen mail report and if necessary, a homeowners or renters insurance loss affidavit. You might need to file a “stolen mail” report with your local police department so there is a record of mail theft in your area.  A police officer will come out and speak with you, take photographs, etc. so his report is accurate. He could also interview neighbors (or business owners if the delivery address was a commercial location) if this has happened recently in your neighborhood, and ask about recent deliveries and/or suspicious activity in your area.  The insurance company will need a copy of his report to file an insurance claim. Mail theft is a federal crime so they take this very seriously.

I understand how anxious you are to have your merchandise and that’s exactly what I want too! Please understand investigations can take time and likewise, a package can sometimes show up after it has been marked as delivered.  I can’t thank you enough for your patience.