Refund Policy
*CO-VID19 UPDATE: Due to the Huge impact of the pandemic packages might not arrive on time. Please read Shipping policy for more information
At Lucky Obsidian, we want to keep our customers as happy as we possibly can. We know that we can’t keep every single customer happy, but we will still try.
Our policy lasts 30 days. If 30 days have gone by since you’ve received your product, this policy becomes invalid. The day the tracking company marks the order “delivered” is the day we count as the 1st day in the 30 days.
Please note:
1. We might require you to submit images/proof of damaged/defective goods. Kindly cooperate with us and give us the information necessary so that we can help you out quickly and not cause you any inconvenience.
2. If the shipping address is incorrect or incomplete and the parcel ends up being destroyed, we would not able to provide a re-ship, replacement or refund.
NOTE ON ANGER
The less angry you are, the easier your customer service experience will be.
We don’t say this in a condescending way. Our customer care agents are humans and they find it much easier to function when the people they are dealing with are polite and rational.
Their job is to solve your problems and help you out with your order. And they will do the best they can to help you out.
CANCELLATIONS
We allow cancellation and order changes within 24 hours of placing your order.
If you request order cancellation within 24 hours, we will refund the entire amount of the order (minus a $5 cancellation charge). Order changes are free of cost.
If more than 24 hours have elapsed since you’ve placed your order, we cannot cancel or change your order. That’s because we process and ship out most orders within 24 hours of you placing the order.
DEFECTIVE PRODUCTS
If you receive a product that is broken, defective, or not like it should be, we will send you a replacement ASAP.
We might ask for some evidence to provide the defect. We try our best not to inconvenience you too much.
INCORRECT SIZES
If you have ordered the incorrect size, we will help you out in getting a replacement.
If the size you have ordered doesn’t match the measurements from the size chart on our store, we will send you a replacement or issue you store credit.
In most cases, we do not require you to return the product that you have received. But we do appreciate if you donate the product to your local mission or charity. If you were not able to use the product, we hope that somebody who’s not so financially well off can benefit from our mistake.
Please note that we will not replace a replacement.
What that means is - If you received a smaller or larger size the first time and you asked for a replacement, we expect you to judge the sizing better based on your first product and the sizing chart on our store.
Once we send you the first replacement (or offer you store credit) we will consider that transaction complete.
If however, the replacement is damaged in any way, we will send you another replacement. This time we will require you to provide proof that the item is damaged and we might require you to send it back to our international fulfillment center.
Shipping charges will be borne by the customer and refunded thereon by Lucky Obsidian once the item is received.
ITEM NOT RECEIVED
We promise delivery within 2-4 weeks (CO-VID 19) of you placing the order. If you have not received the item within 50 days (Client Protection), you have the right to request a new package be shipped out to you instantly.
You also have the right to ask for a full refund. However, please note that before we issue a refund, we might require you to contact the local post office and communicate with them. This is because in many cases, the post office marks the order as delivered (because they delivered in the mailbox or through the front door) but the customer didn't notice it was there.
If 4 weeks have elapsed since you've placed your order, please send us an email at info.LuckyObsidian.com to track your order down. We will do our best to locate the order for you and help you out promptly.
REFUNDS
Even though we are quite liberal on replacements and store credit, we are not so liberal on refunds.
If you have received a product that does not match your expectations, we will replace it. If you do not want a replacement, we will give you store credit. If you absolutely want a refund, your case will be evaluated on an individual basis and a decision will be made if you should receive a refund or not.
In most cases, you will NOT be given a refund. But in all cases, we will resolve your problem through a replacement or store credit.
If you are not happy with your product or the service provided by Lucky Obsidian Store, you have the right to complain and get your issue resolved.
WHAT IF YOU’RE NOT HAPPY WITH THE DECISION
If you’re not happy with the decision you have received from the customer care agent, you have the right to appeal his/her decision.
You can do so by sending another email with “Escalate” in the subject line of the email. Your case will then be reviewed by a senior customer care executive and your problem will be resolved.
If you have any questions about this refund policy, please send us an email at LuckyObsidians@gmail.com and a customer care agent will assist you as soon as possible.