1. Introduction
At Lucky Hans, we are committed to ensuring your complete satisfaction with every purchase. We understand that sometimes things don’t work out as planned, so we have a straightforward refund and return policy. Whether you’ve changed your mind, received a damaged item, or are simply unsatisfied with your purchase, we aim to make the return process as seamless and hassle-free as possible. Please read our policy below to understand how we can assist you with returns, exchanges, or refunds.
2. Eligibility for Refunds and Returns
The product must be in “As New” condition to qualify for a return, with the original label and packaging intact. If you purchased the wrong product, it doesn’t fit, or you no longer want the item, you will be responsible for paying the actual shipping costs for the return. Once we receive and inspect your returned item, we will notify you via email of its receipt and inform you of the approval or rejection of your refund. If approved, your refund will be processed promptly.
3. Satisfaction Guarantee
Lucky Hans stands behind our products with full confidence. If you don’t love our high-quality devices, inform us directly as long as you meet the conditions of our 30-day test-use policy. The 30-day return time frame starts from the day of delivery. Please inform us of your intention to return the items within 30 calendar days of delivery to qualify for a refund.
4. Return Eligibility
Kindly be aware that in case of returning an item due to a change of mind, you will be responsible for covering the return shipping costs. Additionally, for a refund to be processed, the item(s) must be received at our distribution center in “As New” condition, with all original packaging and accessories intact. The device must be unused, in clean condition, and with protective films undamaged. We cannot accept returns on used, damaged, or dirty items, devices without packaging, or items in damaged packaging. Individual, On-Sale or Special order items are non-returnable. If you wish to test your appliance, you may only do so with non-food products, as we cannot accept a return in “as new” condition if it has been used with any liquids. Any credit card charges we cannot recover will be applied to all returns of items held in stock. Shipping costs (both ways) are not reimbursed. Regrettably, orders purchased for temporary or one-time use, like trade shows or conferences, are ineligible for returns.
5. Non-Returnable/Non-Refundable Items
There is no right to revocation for goods made to customer specifications or personalized items, perishable goods, or items past their use-by date. Please review our Terms & Conditions for more detailed information.
6. Return Process
To initiate a return, please contact our Customer Care Department to obtain a return authorization number (RMA) and the return address. Ensure the item is securely packaged. We recommend using a trackable shipping service to ensure your return is received.
7. Refund Process
After confirming your eligibility for a refund via email, our internal team will process the refund within 5 business days. Note that we charge a 5% restocking fee based on the product price. Once we receive your return and confirm its condition, a refund will be issued within 5 business days. Please note that the actual refund processing time may vary depending on your bank or credit card company.
8. Exchange Policy
If you wish to exchange an item, please follow the return process and place a new order for the desired product. The refund for the original purchase will be processed once the returned item is received and inspected.
9. Shipping Costs
Shipping costs for both the original delivery and the return are non-refundable. If you cancel an order after it has been shipped, you will be responsible for the return shipping costs.
10. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us within 7 days of receiving the product. We will arrange for a replacement or refund, including covering the return shipping costs for defective items. Please provide photos of the damage or defect to expedite the process.
11. Losses or Damages During Return Shipment
Lucky Hans is not responsible for losses or damages during return shipment. We strongly advise you to insure your shipment. Items lost or damaged during return shipping are not eligible for refunds.
12. Policy Updates
Please note that we reserve the right to amend these terms without prior notice when necessary. Changes to the policy will be reflected on this page, and it is your responsibility to review the policy periodically.
13. Contact Us
If you have any questions or need further assistance, please contact our Customer Care Department:
- Email > Lucky Hans
- Address:
Taste Factory t/as Hans in Luck
PO Box 3140
Myaree 6154 WA
Australia
Thank you for choosing Lucky Hans. Your satisfaction is our top priority!