Refund & Return Policy – meoluxury

Thank you for shopping at meoluxury.
We take pride in handcrafted bags, shoes and leather goods.
To ensure a transparent and safe shopping experience, we have outlined our refund and return policy below.

1. Eligibility for Returns

You may request a return or exchange within 7 days of receiving your order only for non-custom items.

To be eligible, the item must be:

• Unused, unworn and in original condition
• Free from scratches, stains, odors or signs of use
• Returned with all original packaging, dust bags, tags and accessories
• Approved by our support team before sending it back

Items returned without prior authorization will not be accepted.

2. Non-Returnable Items

The following items are non-refundable and non-returnable unless there is a confirmed quality issue:

• Customized items / Made-to-order products
• Custom colors, sizes or materials
• Pre-order or handcrafted products made specifically for the customer
• Clearance or final sale items
• Used, damaged or altered products

This policy protects handcrafted, personalized production and ensures fairness to both the customer and the artisan.

3. Production Time (Made-to-Order Items)

Many of our products are handcrafted after you place your order:

• Shoes: Approx. 3–7 business days
• Customized bags: Approx. 15–30 business days
• Other custom leather goods: Vary depending on the request

Production time does not include shipping time.

Once production begins, custom orders cannot be cancelled or modified.

4. Quality Issues (Free Replacement)

We value craftsmanship and take quality seriously.
If your item arrives with a quality issue, we offer:

✔ Free repair

✔ Free replacement

✔ Re-shipping of the replacement item

Quality issues include:

• Broken or loose stitching on arrival
• Incorrect item, size or color
• Major workmanship defects
• Hardware failure on arrival

Normal leather characteristics (smell, minor wrinkles, natural grain variations) are not considered defects.

Please contact us within 48–72 hours of receiving your order and provide:

• Order number
• Clear photos or videos of the issue
• A brief description

Our team will review and provide a solution promptly.

5. Return Shipping Costs

For non-quality-related returns:

• Return shipping cost is the customer’s responsibility
• Original shipping fees, customs duties and taxes are non-refundable
• We do not accept “Cash on Delivery” return parcels

For quality issue returns, we cover the reshipping fee of the replacement item.

6. Refund Processing

Once your returned item is received and inspected:

• Refunds will be processed within 3–7 business days
• Refunds can only be issued to the original payment method
• Shipping costs, customs charges and service fees are non-refundable

If the item shows signs of wear or missing accessories, we may deduct a portion of the refund or reject the return.

7. Order Cancellation

• Orders may be cancelled within 12 hours if production has not started.
• Custom / made-to-order products cannot be cancelled once materials are prepared or production begins.
• If the order has shipped, it cannot be cancelled.

8. Warranty & After-Sales Support (3-Year Warranty)

All meoluxury products come with a 3-year free warranty covering:

• Hardware defects
• Stitching issues
• Leather craftsmanship defects under normal use

Warranty does not cover:

• Normal wear and tear
• Accidental damage or improper use
• Water or chemical damage
• Third-party repairs

For warranty-related service or repairs, please contact us anytime.

9. Lost / Undelivered / Damaged Packages

We are not responsible for:

• Incorrect address provided by the customer
• Packages marked “Delivered” by the carrier
• Delays caused by customs or logistics

If a package is lost due to carrier error, we will assist in filing a claim.

10. Contact Us

For return, refund or warranty support, please contact our team:

• 📧 Email: stutt@163.com
• 💬 WeChat: meoher
• 📱 WhatsApp: +86 180 2630 9866

We will respond within 24 hours on business days.