Thank you for visiting our returns and refunds page. Our goal is to provide customers with a perfect shopping experience. We take pride in our exceptional customer service, boasting a response rate of 99%. This is because we prioritize "you," our customer, above all else.
Please continue reading for detailed information about our refund and returns policy.
Returns Policy:
Shopping should be hassle-free and enjoyable, so don't hesitate to try new things! If a product has issues, return it within 30 days of delivery in its original condition and packaging, and we will refund you.
For non-faulty items, a 20% restocking fee is applicable. This fee is equivalent to the shipping cost for the products we sell. Like all sales, costs are involved, and since we offer free shipping on all products, this cost needs to be covered, thus the restocking fee. This policy aligns with other companies that do not refund shipping fees.
Our product designs include many precision electronic components, and we assure the quality of these products. Each electronic product undergoes extensive online and offline testing and adjustments before being listed. However, installation issues are still a concern as our current services do not include installation. Therefore, after purchasing these precision electronic products, customers are responsible for handling the installation themselves.
We strongly recommend customers to seek out authorized and professional automotive accessory installation stores for the installation process. If vehicle property loss occurs due to installation issues, we do not bear any responsibility for such losses. Any problems related to installation should be addressed by the customer, and we do not assume any liability in this regard. If you have any questions about product installation, please feel free to contact us, and we will do our best to provide support and advice.
Please note that according to our refund policy, we do not accept refund requests arising from installation issues unless the product itself is defective. If you believe there is a quality issue with the purchased product, please contact us within a reasonable time after receiving the product so that we can promptly address the issue. Thank you for your understanding and cooperation.
Returns Process:
1.Include a copy of your order receipt in the shipping box with the items you are returning.
2.Make sure to provide your order number, email, first and last name.
3.State the reason for the return.
4.Specify whether you prefer a refund or store credit.
Once we receive the return at our warehouse, we will process your refund within 2-3 business days. Tluxemod does not cover the cost of return shipping unless the item is damaged or defective - please read below for further details.
Please ensure the merchandise is returned in the exact condition in which it was shipped, new and unused, to receive your refund. This includes the original packaging and the box the product came in.
To initiate the return process, please contact us. The easiest and quickest way is to use our contact form, or you can email us at support@tluxemodel.com.
We respond promptly to your messages, so you won't be left waiting.
Damaged or Defective Items:
We understand how frustrating this situation can be. Once we confirm that the item we delivered is defective, we will send you a brand new item. If a return is necessary, we will cover the shipping costs.
We will provide return instructions for damaged or defective items. Please ensure you contact us within 30 days of the delivery date.
Custom Products:
For products such as custom steering wheels, custom smart rings, custom reverse lights, custom seat covers, custom paint services, and custom emblems, we do not offer returns or exchanges. Once an order is confirmed, it cannot be canceled during production. These products are completely customized based on your specifications. Unfortunately, this is the nature of custom-made products.
However, we do cover any manufacturing defects or damage during transit. That being said, we have received very few complaints or issues regarding any of our custom products in the last 3 years.
Return Shipping Guidelines:
Our return process is straightforward. Simply initiate a return request via our contact form. Our returns team will provide you with the return address. We will process your return within 2 business days of receiving the product.
Please include the tracking number for the returned product; this helps us process your return as quickly as possible. We only cover return shipping costs for damaged or defective items; for other items, return shipping costs are the customer's responsibility.
The return timeframe depends on how soon you can ship the products back to us and when we receive them.
Refunds:
We will notify you once we've received and inspected your return, informing you whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@tluxemodel.com.
Address：UNIT 1406A 14/F THE BELGIAN BANK BLDG NOS 721-725 NATHAN RD KLN HONG KONG
Zip code：999077
Phone number：+852 97120502
E-mail：support@tluxemodel.com
Happy shopping!