LUNO Shoes is dedicated to providing our global partners with high-quality handmade cloth shoes. Given the specific nature of international trade, the following policy has been established to protect the rights and interests of both parties:
1. Claim Period
Please inspect the goods immediately upon receipt.
- Appearance & Quantity: For issues such as damaged outer cartons or quantity shortages, claims must be filed within 7 days of the Bill of Lading (B/L) date.
- Quality Issues: For manufacturing defects, please provide detailed evidence within 30 days of the goods’ arrival at the port. Claims submitted after this period will not be accepted.
2. Quality Issue Resolution (No Physical Return Policy)
Due to high international shipping costs and customs complexities, we do not accept physical returns for single items or small batches.
- Evidence Submission: Please provide clear photos or videos via WhatsApp or Email (including outer carton labels and details of the defect).
- Verification & Compensation: Upon verification by our quality control team, we will offer compensation through one of the following methods:
- Free Replacement: The equivalent quantity will be replaced free of charge in your next order.
- Credit Note: The compensation amount will be directly deducted from the total of your next order.
Note: We do not process direct cash refunds to bank accounts unless a separate written agreement is reached.
3. Disclaimer for Non-Quality Issues
- As a wholesaler, we do not accept returns or exchanges due to slow market sales, outdated styles, color variations (due to screen display differences), or customer ordering errors, unless the products have inherent manufacturing defects.
- All products undergo strict quality inspection before leaving the factory. For custom orders (OEM/ODM) where the pre-production sample has been signed and confirmed, no returns or exchanges will be accepted for non-quality reasons.
4. Limitation of Liability
LUNO Shoes’ liability for compensation due to product defects is strictly limited to the value of the defective products themselves. We do not assume liability for any indirect or consequential losses (including but not limited to loss of profit, penalties caused by logistics delays, or third-party claims).
5. Contact Us
If you have any questions, please feel free to contact us via the email and WhatsApp below. We look forward to working with you. 🤝