Lcruz — Official Policy

Return & Refund Policy

Something not right? We resolve every eligible issue swiftly — replacements, refunds, and answers, without the runaround.

Last updated: March 2026

"Your satisfaction isn't a policy — it's a promise."

30-day returns · Damage protection · Wrong item coverage · Fast refund processing

1

Return Window

Submit your return request within 30 days of receiving your order. Requests arriving after this period may fall outside our eligible return window.
2

Return Eligibility

To qualify for a return, your item must meet all three of the following conditions:
  • Unused and in its original, unaltered condition
  • Intact original packaging — unbroken, unlabelled by the customer
  • Accompanied by valid proof of purchase (order number or receipt)
3

Covered Cases

Damaged or Defective Items
Contact us within 7 days of delivery if your product arrives broken, faulty, or not functioning as described. Provide clear photos or video — our team reviews every submission carefully. Upon verification, we dispatch a replacement or issue a full refund.
Wrong Item Received
Received something different from what you ordered? Contact us within 7 days of delivery. We'll arrange a correct replacement shipment or issue a complete refund — your choice.
Order Never Arrived
If your order hasn't reached you within 60 days of the shipping date, get in touch. We'll open a carrier investigation and follow up with either a replacement or a full refund.
4

Non-Returnable Items

The following situations fall outside our standard return policy:
  • Change of mind
  • Ordering the wrong size, colour, or variant
  • Personalised or custom-made items (unless defective)
For change-of-mind returns where eligibility applies, the customer covers all return shipping costs.
5

How to Start a Return

Contact our support team directly before sending anything back. Returns dispatched to unverified addresses cannot be accepted or processed.
Email us at Thedewnova@gmail.com and include your Order Number, a clear reason for the return, and supporting photos or video where applicable.
Our team reviews every request and provides step-by-step instructions for the next stage.
6

Refund Processing

Once we receive and inspect your returned item, we'll notify you by email confirming the outcome.
Approved refunds process to your original payment method within 5–10 business days.
Crypto Payment Refunds: Orders paid via cryptocurrency (NOWPayments) are refunded in USDT at the prevailing exchange rate at the time the refund is processed — not the rate at the time of the original purchase. To receive your refund, please provide a valid USDT-compatible wallet address when contacting our support team. Refunds are typically processed within 3–7 business days of approval.
7

Return Shipping Costs

  • Defective or incorrect items:  We cover return shipping in full.
  • Customer preference returns:  The customer bears the return shipping cost.
8

Important Note

Lcruz operates on a dropshipping model — products ship directly from our suppliers. Do not send items back without contacting us first. Returns dispatched to incorrect addresses cannot be accepted or processed.
Need to raise a return or refund?

Reach our support team directly — we respond within one business day and resolve every case with care.

Thedewnova@gmail.com