Thank you for choosing Luban Tools. We value your satisfaction.
We stand behind the quality of our products and want you to love your purchase. Due to the nature of our items, our return policy has specific conditions outlined below. Please review carefully.
1. Return Eligibility
- Return Window: You may initiate a return within 7 calendar days from the date your order was delivered.
- Eligible Items: Returns are accepted for standard, non-customized stock items in their original, and undamaged condition, with all original packaging, tags, and labels.
- Non-Returnable Items:
- All Custom-Ordered / Made-to-Order products (Personalized or configured specifically for you).
- Clearance items or final sale purchases (clearly marked at checkout).
- Items damaged after delivery due to misuse, improper installation, or accidents.
- Products missing original packaging or tags, or showing signs of use/wear.
2. Initiating a Return
- Contact Us First:Do not ship items back without authorization. Email our Returns Team at sales@lubanplane.com within 7 days of delivery. Include:
- Your Order Number
- The specific item(s) you wish to return
- Detailed reason for return
- Photos (especially if damaged or defective)
- Return Authorization (RA): If approved, you will receive an RA number via email within 1-2 business days. This email will include the correct return address and instructions.
- Repackaging: Securely repackage the item(s) in their original, undamaged packaging. Include all accessories, manuals, and tags. We reserve the right to refuse returns not meeting this condition.
- Return Shipping:
- Customer Responsibility: Return shipping costs are paid by the customer for standard returns (change of mind, incorrect type selection).
- Store Responsibility: We cover return shipping costs only if the return is due to our error (e.g., wrong item shipped) or a verified manufacturer defect/damage upon arrival. We will provide a prepaid label in these cases.
- Required: Always use a trackable and insured shipping method. We cannot be responsible for returns lost in transit.
3. Refunds
- Inspection: Upon receiving your return, our team will inspect the item(s) against your RA and the eligibility criteria above (typically within 3-5 business days).
- Notification: You will be notified via email regarding the approval or rejection of your refund.
- Approved Refunds:
- Will be processed to your original payment method within 5-10 business days after inspection approval.
- Deductions: Original shipping costs (including free shipping promotional value) are non-refundable, except for returns due to our error or defects.
- Important: It may take additional processing time (typically 3-15 business days) for the refund to be reflected in your bank account or credit card statement.
- Rejected Refunds: If a return is rejected (non-compliant, ineligible item, missing RA, etc.), the item will be held for 30 days awaiting customer-paid return shipping instructions. If unclaimed, it will be disposed of/donated.
4. Exchanges
- Due to the custom nature of most products and our production workflow, direct exchanges are generally not possible for customized items.
- Standard Item Process: If a non-custom stock item is available and eligible for exchange, you will be instructed to initiate a return for refund (following Section 2 & 3). Once the return is approved, you can place a new order for the desired item.
- Contact us at sales@lubanplane.com to discuss potential options for standard items.
5. Damaged or Defective Items
- Immediate Notification: Inspect your shipment immediately upon delivery. If an item arrives damaged or defective, contact us within 7 calendar days of delivery at sales@lubanplane.com. Include your order number, photos of the damaged item and its packaging, and a description.
- Resolution: We will work quickly (usually within 24-48 business hours to determine the best solution – typically offering one of the following at our discretion:
- A partial or full refund.
- A replacement of the item (subject to availability, especially for custom orders where remanufacture might be required).
- A replacement part if applicable.
6. International Returns
- The policy above applies.
- The 7-day window begins on the tracked delivery date to your address.
- Customs: Clearly mark the package as a RETURN on the customs declaration. Return shipping costs and any additional customs fees incurred during the return shipment are the customer’s responsibility, except for defective/error returns covered by Section 5.
Contact Our Returns Team
For all return or refund inquiries:
- Email: sales@lubanplane.com
- Always reference your Order Number.