Return Policy

Return, Refund & Exchange Policy

LUZZIO CLOTHING

Last Updated: October 26, 2026

At LUZZIO, your satisfaction is our priority. We believe that shopping online should be easy, reliable, and worry-free.

Whether your new denim doesn't fit perfectly, your oversized pants aren't what you expected, or you've simply changed your mind, we're here to help.

We offer 7-Day Easy Returns, Refunds & Door-to-Door Exchanges on eligible products.

1. Our 7-Day Return Policy

Customers may request a return within 7 calendar days of receiving their order.

Returns may be requested if:

  • You are not satisfied with the product.

  • The fit, color, or style is not what you expected.

  • You received an incorrect product.

  • You received a damaged or defective item.

  • You simply changed your mind about an eligible purchase.

To qualify for a change-of-mind return, the product must:

  • Be unused, unworn, and unwashed.

  • Remain in its original condition.

  • Have its original tags and labels attached.

  • Be free from stains, perfume, odors, alterations, and customer-caused damage.

  • Include original packaging and accessories where applicable.

Please provide your order number or proof of purchase when requesting a return.

Important: The 7-day period begins on the date your order is delivered, not the date the order was placed.

2. Our 7-Day Refund Policy

If you are unhappy with an eligible purchase, you may request a refund within 7 calendar days of receiving your order.

Once the returned product reaches LUZZIO, our team will inspect its condition.

If the return is approved:

  • Your eligible product amount will be refunded.

  • Applicable return shipping charges may be deducted.

  • Original shipping charges are generally non-refundable for change-of-mind returns.

  • Refunds will be initiated within 7 business days of approval.

  • The time taken for the funds to appear in your account may vary depending on the bank or payment provider.

Refunds are subject to the conditions outlined in this policy and applicable consumer protection laws.

3. Cash on Delivery (COD) Refunds

We offer refunds for eligible Cash on Delivery purchases.

For approved COD returns:

  • A refund will be arranged using a verified bank account or another mutually agreed method.

  • The eligible product purchase amount will be refunded, less applicable return delivery charges.

  • Refund processing will be initiated within 7 business days following return inspection and approval.

Our customer support team will guide you through the process.

4. Koko & Mintpay Refunds

For purchases completed using Koko or Mintpay:

  • Customers may request an eligible return within 7 calendar days of delivery.

  • A 2.5% payment processing deduction may apply to eligible change-of-mind refunds, as disclosed in our return arrangements.

  • Applicable return delivery fees may also be deducted.

  • Refunds will be handled through the supported payment provider process.

Any deductions will be explained before the refund is finalized and will not be imposed where prohibited by law or where a full refund is legally required.

Refund amounts and installment adjustments may be subject to the relevant provider's processing procedures.

5. Easy Door-to-Door Exchanges

We understand that getting the right fit matters.

LUZZIO offers a convenient door-to-door exchange service for eligible orders across supported delivery locations in Sri Lanka.

Customers may request an exchange within 7 calendar days of receiving their purchase.

Eligible exchange reasons include:

  • Incorrect size selection

  • Preference for another available size

  • Preference for another available color

  • Preference for another available style

How our exchange process works:

  1. Contact LUZZIO through WhatsApp or an official support channel within 7 days.

  2. Provide your order number and the size or product you would like instead.

  3. Our team will verify availability and arrange collection.

  4. The courier will collect the original product from your delivery address.

  5. Once we receive and inspect the product, we will arrange your replacement.

  6. Your replacement will be delivered to your doorstep.

Replacement dispatch will normally be arranged within 7 business days after inspection and approval, subject to stock availability.

6. Exchange Delivery Charges

For standard customer-requested exchanges, the current delivery charges are:

  • Item collection: Rs. 450

  • Replacement delivery: Rs. 450

  • Total exchange charge: Rs. 900

These charges cover courier collection and replacement delivery.

If LUZZIO supplied an incorrect or defective product, reasonable exchange delivery costs will be covered by LUZZIO where the issue is confirmed.

Any changes to the standard charges will be communicated before you approve the exchange.

7. Damaged, Defective, or Incorrect Products

If you receive an incorrect, damaged, or defective item, contact us within 7 calendar days of delivery.

Please provide:

  • Your order number

  • A brief explanation of the problem

  • Clear photographs or videos showing the issue, where possible

After verification, LUZZIO will offer an appropriate solution, which may include a replacement, exchange, or refund.

Where the issue is caused by LUZZIO, the customer will not be responsible for reasonable return or replacement delivery costs.

The 7-day reporting period does not override any additional remedies available under applicable consumer protection law.

8. Items Not Eligible for Change-of-Mind Returns or Exchanges

Certain products may be excluded from change-of-mind returns or exchanges, including:

  • Worn, washed, or used clothing

  • Customer-damaged or altered items

  • Innerwear for hygiene reasons

  • Accessories identified as non-returnable before purchase

  • Customized or personalized products

  • Items missing essential original tags or packaging where their absence prevents condition verification

Promotional or sale products may have separately disclosed change-of-mind exchange restrictions.

These restrictions do not affect rights relating to faulty, defective, or incorrectly supplied goods.

9. Return Shipping Charges

For change-of-mind returns, a reasonable return delivery fee will be deducted from the approved refund.

The amount depends on the delivery location and courier service. The fee will be communicated before the return is arranged.

For confirmed LUZZIO errors or defective products, LUZZIO will cover reasonable return delivery expenses.

10. Order Cancellation

If you wish to cancel or change an order, please contact our team as soon as possible.

Changes and cancellations cannot be guaranteed once an order has been processed or dispatched.

Where an order has already been delivered, eligible returns will be handled under this policy.

11. How to Contact Us

Our support team is available to assist you with returns, refunds, exchanges, and product concerns.

WhatsApp: +94 78 142 3168

Website: https://www.luzzioclothing.com

Contact Page: https://www.luzzioclothing.com/pages/contact

Customer Service Commitment

We aim to resolve eligible customer requests fairly, transparently, and as efficiently as possible.

LUZZIO — STYLE ELEVATED, FASHION REDEFINED.