Refund and Returns Policy – Luck Berry Mall

Effective Date: 26 September 2025

This Refund & Returns Policy explains how returns, exchanges, replacements, and refunds work at Luck Berry Mall. Because our stores are created for specific business partners and most products are custom made-to-order, our policy focuses on accuracy, quality, and fairness for employees and businesses. Please read this policy carefully before submitting a request.

1. Overview

This section provides a high-level summary of how our policy works and when you are eligible for a return or refund.

Most items on Luck Berry Mall are produced specifically for your company’s Business Store and are not stocked in bulk. As a result, we generally do not accept returns for change‑of‑mind or incorrect size selections. However, we stand behind our products and will replace or refund items with defects, printing issues, or fulfillment errors (e.g., wrong item received). Where possible, we offer exchanges for size adjustments subject to the conditions below.

Key principles:

Made-to-order model: Products are printed or embroidered per order, reducing waste but limiting general returns.
Quality guarantee: Manufacturing defects, misprints, and shipping damage are covered.
Fairness: If the error is ours, we fix it at no cost. If the issue results from user input (e.g., wrong size), we’ll try to help with an exchange at minimal cost where feasible.

2. Return Window & Eligibility

This section defines the timeframe and conditions under which you may request a return or exchange.

Standard window: You may request a return or replacement within 7 days of delivery as shown by the carrier’s tracking. Requests after 7 days are considered case by case.
Eligible reasons: Defective materials, misprints, incorrect items or quantities, damaged-in-transit shipments, or items materially different from their description.
Condition: Items must be unworn, unwashed, unaltered, and with all original tags/packaging. Normal try-on is acceptable; visible wear or odors void eligibility.
Proof: Clear photos or videos are required for defects, misprints, or damage claims to help us validate and resolve quickly.
Authorization: Returns require a Return Merchandise Authorization (RMA) issued by Luck Berry Mall. Items sent back without an RMA may be rejected.

3. What Qualifies for a Replacement or Refund

This section details scenarios where we will repair, replace, or refund.

Manufacturing defects: Fabric flaws, broken zippers, loose seams, or embroidery defects. We will provide a replacement or refund after review of evidence.
Printing or embroidery errors: Incorrect colors, alignment outside tolerance (see Quality Tolerances), or missing elements compared to the approved design.
Wrong item or quantity: If you receive a different product, color, or size than ordered, or your order is missing items, we will replace or ship the missing quantity.
Shipping damage: Items damaged in transit are covered. Please report within 3 days of delivery and retain packaging for carrier claims.
Late or lost shipments: If a shipment is lost in transit, we will work with the carrier. If confirmed lost, we will replace or refund the affected items.

4. What Does Not Qualify

This section lists common situations where returns are not accepted due to the customized nature of products.

Change of mind: Deciding you no longer want the item after production has begun or after delivery is not eligible.
Incorrect size selection: Size issues due to user selection are generally ineligible; see Exchanges for options.
Wear and tear: Damage from normal use, washing, or improper care is not covered.
Personalization accuracy: Items produced exactly as ordered (e.g., name spelling provided by the user) are not defective.
Hygiene reasons: Items that appear worn, stained, have odors, or are otherwise not in resellable condition are ineligible.
Final sale items: Clearance, sample, or explicitly marked final sale items cannot be returned unless defective.

5. Exchanges (Size or Fit)

This section explains how to request a size exchange and when fees may apply.

Exchange availability: Where inventory and production schedules allow, we can facilitate size exchanges for the same style and color.
Costs: Customers are usually responsible for return shipping and for the reprint fee if the original item cannot be restocked due to customization. We’ll disclose any costs before proceeding.
Timing: Exchange requests must be submitted within the standard 7‑day window and the original item must meet unused condition requirements.
Approval: Exchanges require an RMA to ensure correct routing and tracking.

6. Order Changes & Cancellations

This section covers how to modify or cancel an order after it is placed.

Change window: Because many items move to production quickly, changes or cancellations are only guaranteed if requested within 30 minutes of order placement. After that, we will attempt to accommodate but cannot guarantee changes.
Production started: If production has begun, cancellations are typically not possible; we will advise on exchange options if available.
Address corrections: If you entered an incorrect address, contact us immediately. We’ll attempt to update before shipment. If the package is returned to sender, reshipment fees may apply.

7. Quality Tolerances & Color Variance

This section clarifies normal manufacturing tolerances to set fair expectations.

Sizing tolerance: Apparel measurements may vary by ±1 inch from the size chart due to standard manufacturing tolerances.
Print placement: Placement may vary by ±0.5 inch from proof due to garment handling and print process.
Color variance: Minor color differences can occur due to monitor calibration, garment dye lots, and print processes. We treat small variances as normal industry tolerance.

8. How to Start a Return or Exchange

This section provides a step‑by‑step checklist to help you submit a complete request the first time.

Step 1 — Gather details: Order number, Business Store name, product name/size/color, and description of the issue.

Step 2 — Provide evidence: Photos showing the full item, the issue up close, inner label, and packaging if damaged in transit.

Step 3 — Contact us: Use the Contact Us page. We typically respond within 1 business day.

Step 4 — Receive RMA: If approved, we’ll issue an RMA with instructions and—when applicable—a prepaid label.

Step 5 — Ship or hold: Follow instructions. In some cases, we may instruct you to keep or donate the item and send a replacement without a return.

9. Returns Shipping & Labels

This section explains who pays for shipping and how labels are issued.

Our error: If the issue is our fault (defect, misprint, wrong item), we cover return shipping or waive the return and ship a replacement.
Customer preference or size: For size exchanges or preference-based returns, the customer is responsible for return shipping and any reprint fees.
Packaging: Use the original packaging when possible. Items damaged due to poor repackaging may be denied.

10. Refund Methods & Timing

This section describes how and when refunds are issued.

Method: Refunds are issued to the original payment method.
Timing: After we receive and inspect the item (or approve evidence), refunds typically appear within 7–14 business days. Your bank may take additional time to post funds.
Partial refunds: For multi‑item orders, we refund the portion related to approved items only.

11. Shipping Fees, Taxes & Price Adjustments

This section clarifies additional costs.

Original shipping: Original shipping fees are non‑refundable unless the return is due to our error.
Return shipping: Covered by us only when we are at fault.
Taxes: Refunded in accordance with applicable law for returned items.
Price adjustments: We do not offer retroactive price adjustments for promotions after purchase.

12. Company‑Paid or Subsidized Orders

This section explains returns when a business subsidizes or pays for orders.

Billing: Where a company pays fully or partially, refunds may be issued as credits to the company rather than to the employee.
Approvals: Some businesses require administrator approval before returns; we will follow the company’s policy where applicable.

13. Gifts & Group Orders

This section covers orders sent as gifts or placed for multiple people.

Gifts: Refunds go to the original payment method. If a gift exchange is approved, we can ship a replacement to the recipient’s address.
Group orders: For multiple recipients, we handle each affected item individually while coordinating with the original purchaser.

14. Carrier Issues & Missing Packages

This section explains how we handle deliveries marked delivered but not received.

Marked delivered: First check with household members, reception, or neighbors. If still missing, contact us within 3 business days so we can open a carrier inquiry.
Stolen packages: Replacements for suspected theft are reviewed case by case and may require a police report depending on order value.

15. Return Abuse & Fraud Prevention

This section outlines steps we take to protect the platform and our partners.

We reserve the right to flag accounts for excessive or fraudulent returns, to request additional verification, and to deny service for policy abuse. Activities such as wardrobing (wearing then returning), filing false damage claims, or chargeback abuse may lead to account restrictions.

16. State Law Rights

This section explains how your state rights interact with our policy.

Some states provide additional consumer rights that may supplement or override parts of this policy. We comply with applicable state laws regarding returns, refunds, and disclosures. Where state law provides a longer return period or specific remedy for defective goods, we will honor those requirements.

17. Changes to This Policy

This section explains how we update this page.

We may modify this policy from time to time to reflect changes in our products, partners, or legal requirements. Updates will be posted here with a revised Effective Date. Material changes may also be communicated via email or banner notices within Business Stores.

18. Contact Us

For help with a return, exchange, or refund, or to ask questions about this policy, or to exercise your privacy rights such as access, correction, or deletion requests, please contact us . You may reach us directly or submit your request through the Contact Us page on our website. Our team is available to assist you and ensure your concerns are addressed promptly.