Trang Refund and Returns Policy (Chính sách Đổi trả & Hoàn tiền) là trang CỰC KỲ QUAN TRỌNG đối với Google Ads.

Nếu bạn chạy quảng cáo Mua sắm (Google Shopping) hoặc Tìm kiếm (Google Search) cho website thương mại điện tử / xuất khẩu mà thiếu thông tin rõ ràng về điều kiện hoàn tiền, chi phí vận chuyển, địa chỉ trả hàng, hoặc thời hạn cụ thể, Google sẽ báo lỗi “Missing return and refund policy” hoặc từ chối toàn bộ chiến dịch ngay lập tức.

Dưới đây là trang Refund and Returns Policy tiếng Anh chuẩn Google Ads, thiết lập theo đúng quy chuẩn dành cho doanh nghiệp sản xuất – xuất khẩu (B2B / B2C) như Luxali Wooden:

REFUND AND RETURNS POLICY

At Luxali Global JSC (Luxali Wooden), we take pride in our artisan craftsmanship, rigorous quality control, and commitment to international standards. Because our products range from handcrafted wooden items to custom bespoke orders and bulk industrial materials, we have established a clear and transparent Refund and Returns Policy to ensure a seamless experience for our global clients.

This policy applies to purchases made via our official website: https://luxaliwooden.com.

1. Return & Exchange Window

  • Standard Products: Customers have 30 calendar days from the date of physical delivery to request a return or exchange for eligible standard items.

  • Custom & Bespoke Orders: Custom-made, personalized, or made-to-order items are non-returnable and non-refundable unless they arrive damaged, defective, or significantly different from the approved pre-production specifications.

2. Eligibility Requirements for Returns

To qualify for a return or exchange, the item must meet all of the following conditions:

  • The product must be unused, in its original condition, and free from any customer-induced damage or alteration.

  • The item must be returned in its original packaging, complete with all included accessories, tags, and documentation.

  • Proof of purchase (such as your order confirmation, invoice, or receipt) must be provided.

3. Damaged, Defective, or Incorrect Items

Every item is carefully inspected before shipment. However, if your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery:

  1. Email our support team at (Insert your support email) with your Order Number.

  2. Attach clear photo/video evidence showing the damage or defect, along with photos of the shipping box/packaging.

  3. Upon verifying the issue, we will offer a replacement free of charge, a full refund, or store credit, depending on your preference and product availability.

4. Return Process & Instructions

To initiate a return, please follow these steps:

  1. Submit a Request: Contact our customer support team at (Insert your support email) or via WhatsApp/Phone at (Insert your business phone number) to request a Return Merchandise Authorization (RMA).

  2. Pack Your Return: Securely pack the item(s) in the original packaging along with your invoice and RMA number.

  3. Ship the Item: Send the package to our designated return address provided by our support team.

Important: Please do not send your purchase back to the manufacturer without prior authorization from our team.

5. Shipping Costs for Returns

  • Defective, Damaged, or Incorrect Items: Luxali Wooden will cover all shipping costs incurred for returning damaged/defective products or shipping out a replacement.

  • Buyer’s Remorse / Voluntary Returns: If you are returning an item due to a change of mind, the customer is responsible for paying all return shipping fees. Initial shipping charges paid at purchase are non-refundable.

6. Refunds & Processing Time

  • Inspection: Once your return is received and inspected at our facility, we will send you an email notifying you that we have received your item and whether your refund is approved.

  • Refund Method: If approved, your refund will be processed back to your original method of payment (e.g., Credit Card, Wire Transfer, PayPal) within 7 to 10 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or contact your credit card company, as processing times may vary. If you’ve done this and still have not received your refund, please contact us at (Insert your support email).

7. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

  • Bespoke, custom-engraved, or custom-dimensioned items.

  • Bulk industrial materials (such as woodchips or wood pellets) once delivery has been accepted and inspected on site, unless otherwise specified in the B2B supply agreement.

  • Gift cards or downloadable digital content.

  • Clearance or sale items clearly marked as “Final Sale”.

8. Contact Information

For any questions regarding our Refund and Returns Policy, please reach out to our customer support team:

  • Company Name: Luxali Global JSC

  • Brand: Luxali Wooden

  • Website: https://luxaliwooden.com

  • Email: Luxaliwoodens@gmail.com

  • Phone / WhatsApp: +84 969449069

  • Address: Ho Guom Plaza Building, 102 Tran Phu Str, Ha Dong District, Ha Noi City, Vietnam