Refund policy

Return & Refund Policy

At Lucenta Home, we want every customer to be completely satisfied with their purchase. If for any reason you are not, eligible items may be returned within 30 days from the date of delivery. By placing an order, you agree to the terms below.

Return & Exchange Options

We offer two options within the 30-day return window:

  1. Free Exchange — Customers may exchange a product for another item at no additional cost (excluding shipping fees for returning the first item).
  2. Refund — Return your product and receive a full refund to your original payment method, provided the item meets the conditions listed below.

Return Requirements

To qualify for a full refund:

  • The item must be unused, undamaged, and in original condition.
  • Original packaging, accessories, manuals, and bonus items must be included.
  • Items showing wear, use, odor, damage, or missing components may qualify only for a partial refund or may be rejected.

Return Shipping Costs

  • Return shipping costs are the customer's responsibility.
  • Any import fees, customs duties, or taxes on the return are the customer's responsibility.
  • Shipping fees are non-refundable.

How to Initiate a Return

You must contact us within 30 days of delivery.

Step 1 – Submit Your Return Request
Email us at: support@lucentahome.com with your order number, item(s) to return/exchange, and reason for return. We will provide the return form and instructions.

Step 2 – Prepare Your Return
Prepare the parcel and attach a clear, secure shipping label.

Step 3 – Ship & Wait for Processing
Send the parcel using any carrier of your choice. Once the return is delivered to our warehouse, processing takes up to 10 business days. You will receive an email confirmation once your refund or exchange is completed.

Tracking

We recommend shipping your return with a tracked service to ensure safe delivery. Lucenta Home is not responsible for return packages lost in transit without tracking, but tracking is not a strict requirement for eligibility.

Non-Returnable Items

The following cannot be returned or refunded:

  • Items returned after 30 days
  • Used, damaged, or incomplete items
  • Items missing original packaging
  • Items with hygiene issues
  • "Final sale" or clearance products
  • Gift cards or digital items

Order Cancellations

Because orders are processed within 24 hours, cancellations may not be possible once an order has entered processing or shipping. Shipped orders cannot be cancelled.

Refund Processing

Once a return is approved:

  • Refunds are issued to the original payment method only.
  • Refunds may take 3–7 business days to appear, depending on your bank or card issuer.
  • Shipping fees are never included in refunds.

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery.
  • Provide clear photos/videos of the issue.
  • Keep the product unused until the claim is reviewed.
  • We will offer a replacement or full refund, no return shipment required.

Chargeback Policy

Filing a chargeback before contacting our support team is considered a violation of this policy. Lucenta Home reserves the right to dispute any chargeback with carrier tracking proof, delivery confirmation, order logs, and correspondence, and to deny future service to customers who misuse chargebacks or return policies.

Contact Information

Store name: Lucenta Home
Company name: Lucenta Home
Company Address: 6826HK Arnhem, Netherlands
Warehouse Address: 113 Bleecker St, Jersey City, NJ 07307, USA
Company nr. (KvK): 77797396
Email: support@lucentahome.com

We aim to respond to your inquiries within 24 hours.