Return & Exchange Policy
Customer satisfaction is our priority. We are dedicated to providing high quality products, value for money, and great customer service to all our customers. Please read the following Return & Exchange Policy carefully as they apply to your use of this website and sale of products through this website.
Different computer monitors and smartphone screens will display a colour differently for a variety of reasons. Pictures of objects taken under different lighting or different angles may also result in slight colour deviations. For a more accurate shopping experience, please visit our gallery to view the products up close. Kindly note that colour deviation is not a valid reason for return or exchange under our Return & Exchange Policy.
Luca will only accept returned items for the following circumstances: –
- Wrong item or design received. This is only applicable if the customer receives product(s) that are completely different from the order.
- We expect your order to arrive in perfect conditions. Always inspect your product immediately after you receive it. Should you find any damages or faultiness, please contact us as soon as possible, within 48 hours. At Luca, we thoroughly inspect all our products before shipping them to our customers. Damages and faultiness include: –
- Torn packaging with damaged product. Damage covers only excessive (more than 10% of rug area) fiber peeling, torn, and with holes.
- Excessive dirt (more than 20% of the rug surface) on the surface of the carpet which is not removable or cleanable. However, this is not applicable for rugs that have already been delivered 2 days ago.
- Wrong size. For example, if you purchased a 2ft x 3ft rug, but received 4ft x 5ft rug instead, the product is valid for return or exchange.
- Wrong colour from published photo. This is only applicable if the colour is of a different colour group; e.g. Red vs. Blue. Please expect slight colour deviation as aforementioned; colour deviation is not a valid reason for return or exchange.
- Please note that Rugs on Sale items cannot be returned unless they are faulty or defective.
**Should a customer wish to return or exchange a product, he or she shall bear the cost of packaging and delivery to Luca’s address. Return claims are treated on a case-by-case basis. Kindly contact our customer service at +603 7729 5511 for return claims. Please provide photos as proof or purchase, damage, or faultiness.
**If you return a WRONG item that was opened or shows signs of wear, dirt, torn, or damage, we will issue a partial refund (between 20-30% from selling price).
**Full refund of selling price will be provided for item 2, item 3, and item 4 should there be a valid reason.
**Received items exceeding 2 days from the delivery date are not eligible for return or exchange.
**Warning: Misuse or wrong handling and cleaning technique applied on the rugs by the customer will automatically render the product as ineligible for return, exchange, or refund. Please read more about Rug Care.
The return procedure shall be treated on a case-by-case basis (including the method and cost associated with the return activity). This depends on the item and the location of the buyer. Please contact Luca for return arrangement: –
Phone: +603 7729 5511
Note: The Return Policy is only valid for circumstances aforementioned in the Return & Exchange policy.
Luca does NOT offer any REFUND for any item once it is sold (except for conditions covered under Return Policy as aforementioned). Refund is valid only for customers residing in Malaysia, and for cases that meet the following conditions: –
- If the customer did not receive the package within 30 days from the ETA date, the parcel shall be deemed as loss during logistics. Such events will lead to Luca to consider the order as a CANCELLED order, and the customer will receive a full refund.
- We aim to process your return ASAP, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us with the proof of postage information on your Post Office receipt and we will check this out for you.
- Conditions covered under the Return Policy.
- Refund for returned items will only be processed upon safe arrival to Luca’s address without any damage and signs of being used.
- If the customer places an order, and it is found that the item purchased is unavailable (i.e out of stock), Luca will refund the full price of the product, or offer to exchange the product with another item of equal value.
Luca will not entertain any exchange request once the item is sold. In the event that you accidentally purchase the wrong item , please contact us immediately within the 24 hours before we start processing your order for delivery. Once item is shipped out, LUCA will not entertain any exchange request.
Unfortunately, we are unable to accept cancellation of any reasons after the payment has been made.