Refund & Return Policy
At Lucentra, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your wooden music box, we are here to assist with our clear and simple refund and return process.
Cancellations
Once your order has been processed and shipped, we cannot accept cancellations. Please ensure all details are correct before completing your purchase.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on all orders. If your music box arrives in one of the following conditions, we will happily provide a refund or replacement:
- Damaged or missing parts
- Out-of-tune music box
- Wrong item received
To begin a refund or replacement request, please contact us at support@lucentra.co with your order number and proof of purchase. If your refund is approved, the amount will be credited to your bank account within a few business days.
For replacement requests, kindly include the details of your order, and we will arrange a quick resolution.
Half-Refund Conditions
Please note that a half refund may be granted in the following situations:
- Incorrect or incomplete address provided
- No recipient available at the shipping address
- Failure to pick up the package from the local post office, if applicable
If the delivery fails due to the above reasons, we recommend double-checking your address to avoid any issues.
Return Process
To return your music box, please email us at support@lucentra.co. You will be responsible for return shipping costs, which are non-refundable. If you receive a refund, the cost of return shipping will be deducted.
To qualify for a return, the item must be unused, in its original condition, and in the original packaging. Please ensure that the item is well-packed to prevent damage during transit.
Refunds
Once your returned item is received and inspected, we will notify you by email regarding the approval or rejection of your refund. If approved, your refund will be processed and credited to your original payment method.
Late or Missing Refunds
If you have not received your refund after a few business days, please:
- Check your bank account again.
- Contact your credit card company, as it may take time for the refund to be posted.
- Reach out to your bank for further processing time.
If you have completed these steps and still havenβt received your refund, please contact us at support@lucentra.co.
Sale Items
Unfortunately, sale items are not eligible for a refund. Only regular-priced items can be refunded.
Defective, Damaged, or Incorrect Products
If you received a defective, damaged, or incorrect item, we will gladly replace it. Please send an email to support@lucentra.co with pictures of the product, including images of the outer and inner mailing labels, which will help us process your claim quickly.
We want you to have the best experience with your purchase. If you have any further questions about returns, exchanges, or refunds, please donβt hesitate to contact us.
Β
