Return & Refund Policy

1. Return Period

This Return & Refund Policy applies to purchases made through lusmere.com and fulfilled by LUSMERE, LLC. We want customers to have a clear and reasonable opportunity to review their purchases after delivery.

You may request a return within 30 days from the date your order is confirmed as delivered by the applicable shipping carrier. Return requests submitted after the 30-day period are generally not accepted unless otherwise required by applicable law.

If you would like to request a return, please contact us at help@lusmere.com or through our Contact Us page within the applicable return period.

2. Return Conditions for Hats

Because our store offers hats and related headwear, customers may reasonably try on a hat indoors to check its fit, shape, comfort, and appearance.

A brief indoor fitting will not by itself make an item ineligible for return. However, returned products should remain in a condition suitable for inspection and reasonable resale.

Items should not show signs of extended use, outdoor wear, washing, alteration, strong odors, stains, excessive makeup transfer, damage, misuse, or other changes that materially affect their condition or resale value.

Original packaging, tags, accessories, or other materials supplied with the product should be included where reasonably available.

3. How to Request a Return

To begin a return, please contact help@lusmere.com and provide your order number, the item you wish to return, and a brief explanation of the reason for the request.

Our customer service team will review the request and provide the applicable return instructions. Please follow the return information provided so that your parcel can be correctly identified when it arrives.

We recommend using a trackable shipping service when returning an item. Please keep the return tracking number or shipping receipt until the return and any applicable refund have been completed.

Sending a parcel without sufficient order information may delay identification and processing of the return.

4. Damaged, Defective or Incorrect Items

If an item arrives damaged, defective, materially different from what was ordered, or if you receive the wrong item, please contact us within 48 hours of confirmed delivery at help@lusmere.com.

Please include your order number and, where practical, clear photographs showing the item, packaging, shipping label, or relevant issue. This information helps us verify the delivery and resolve the matter more efficiently.

We recommend retaining the original packaging while the issue is being reviewed. Where the issue is confirmed to have resulted from an error on our side or damage occurring before delivery, we will provide an appropriate resolution and will not require the customer to bear reasonable return shipping costs associated with the approved claim.

5. Return Shipping Costs

For returns made because of a change of mind, fit preference, style preference, or another reason not caused by an error on our side, the customer is generally responsible for the cost of returning the item.

If a return is required because the item was damaged before delivery, defective, or incorrectly supplied, LUSMERE, LLC will cover or reimburse reasonable return shipping costs where the claim is approved.

Original shipping charges are generally non-refundable unless the return results from an error on our side, the complete order qualifies for reimbursement, or applicable law requires otherwise.

For additional information about delivery charges and shipping arrangements, please review our Shipping Policy.

6. Return Inspection & Approval

After a returned item is received, we will inspect it and compare the return with the corresponding order information. This review helps confirm that the correct product has been returned and that the return meets the conditions described in this policy.

If the return is approved, we will process the applicable refund. If there is an issue that affects eligibility or the amount of the refund, we will contact you using the information associated with your order and explain the situation.

We maintain reasonable records relating to orders, delivery confirmations, customer communications, return tracking, inspection outcomes, and refunds. These records may also be used where necessary to respond accurately to payment-provider inquiries, chargebacks, or transaction disputes.

7. Refund Method & Processing Time

Approved refunds are issued to the original payment method used for the order. We currently support payments through Stripe and PayPal, and refunds are returned through the applicable original payment channel.

Once a refund has been approved and processed by us, it should normally be credited within 7 business days. The exact time required for the funds to appear may depend on the payment provider, bank, card issuer, or financial institution handling the transaction.

We do not normally issue approved refunds to a different card, bank account, payment service, or unrelated payment method. This helps maintain consistent transaction records and protects both the customer and the merchant.

If you have received confirmation that a refund was processed but it has not appeared after the expected period, please contact help@lusmere.com so we can review the transaction details with you.

8. Questions, Disputes & Customer Support

If you have a concern about an order, delivery, return, refund, or payment, we encourage you to contact us first at help@lusmere.com or through our Contact Us page. We will review the available order information and work with you toward a reasonable resolution.

When contacting us, providing your order number and relevant details can help us locate the transaction and respond more efficiently.

If a payment dispute or chargeback is opened through Stripe, PayPal, a card issuer, or another financial institution, we may provide relevant order records, transaction information, delivery confirmation, customer communications, return information, refund records, and other supporting documentation necessary to respond to the dispute.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded under applicable law. For related information, please review our Shipping Policy and other policies available on lusmere.com.