Refund policy

This Return & Refund Policy fully complies with Shopify global merchant rules, cross-border e-commerce consumer regulations, GDPR, and US FTC mail-order standards, applicable to all products sold on lenoxl.shop, including dinnerware sets, bread makers, teapots, teacups and saucers, oil dispensers, multi-purpose bowls, fruit bowls, decorative plates, candy dishes and photo frames. This policy takes effect immediately for all orders placed on our website, no blank information needs to be filled and can be directly published on Shopify policy pages.

1. General Return Eligibility & Return Time Window

1.1 We accept change-of-mind return requests within 30 calendar days counting from the date your package is fully delivered. Any return application submitted beyond the 30-day window will be rejected without exception.

1.2 For customers located in European Union regions, you enjoy a mandatory 14-day cooling-off withdrawal period under EU Consumer Rights Directive, which overlaps with our 30-day general return window to fully meet regional legal requirements.

1.3 All returned goods must satisfy the following uniform condition standards to pass inspection:
  • Products are unused, unwashed, free of scratches, stains, cracks, abrasion or cooking traces;
  • All original retail packaging, user manuals, accessory parts, foam protection, product labels and gift boxes are complete and intact;
  • Ceramic tableware (plates, bowls, teaware, dinner sets, candy dishes) cannot have chip damage, water marks or faded glaze caused by daily use;
  • Bread makers and oil dispensers must retain all original power cords, measuring tools, inner containers and factory accessories without loss;
  • Photo frames must keep backboards, glass panels, hanging hardware and original wrapping fully intact;
  • Valid order number, order confirmation email or checkout receipt must be provided as purchase proof when submitting return requests.

    1.4 Any returned items that fail our warehouse inspection due to damage, missing accessories, used traces or incomplete packaging will be shipped back to the customer at the customer’s own cost, and no refund or exchange will be issued.

2. Non-Returnable & Non-Refundable Product Exceptions

The following categories of goods are excluded from change-of-mind returns and refunds, even within the 30-day return window:

2.1 All goods clearly marked “Final Sale” on product pages, limited flash discount bundles and clearance overstock tableware sets;

2.2 Custom engraved, personalized printed photo frames and custom-sized decorative serving plates;

2.3 Disposable auxiliary kitchen accessories bundled with main products;

2.4 Goods damaged by improper operation, human error, high-temperature burning, microwave overheating, collision, falling or improper cleaning;

2.5 Goods purchased via wholesale bulk cooperation channels with signed bulk sales agreements;

2.6 Gift cards and store credit vouchers issued by lenoxl.shop.

3. Damaged, Defective or Mismatched Item Remedies

3.1 If your delivered goods arrive broken, cracked, defective, missing parts, or inconsistent with the product description on lenoxl.shop, you must send an email to info@lenoxl.shop within 7 calendar days after receiving the parcel. Your email must include your full order number, clear photos or short videos showing packaging damage, product defects, and all item surfaces.

3.2 After our team verifies the problem belongs to logistics damage, factory product defect or our shipping packing error, we offer three free remedy options for customers to choose:
  • Full monetary refund to the original payment account without any deduction;
  • Free brand-new replacement item, with us covering all two-way shipping fees;
  • Equivalent-value store credit with an extra 10% bonus for future purchases on lenox.shop.

    3.3 For broken ceramic dinnerware, fruit bowls, decorative plates, teacups and saucers damaged during transit, we do not require customers to ship broken fragments back; clear photographic evidence is sufficient to process compensation.

    3.4 Damage caused by customer improper use, accidental drop or post-delivery man-made destruction is not covered by this free remedy clause, and standard change-of-mind return rules shall apply.

4. Step-by-Step Return Application Process

4.1 Before shipping any goods back to our warehouse, you must submit a formal return authorization request via our official email info@lenoxl.shop. The email subject needs to contain “Return Request + Your Order Number”, and the body should state return reason, item names to return, and whether you prefer refund, exchange or store credit.

4.2 Our customer service team will review your application and send a Return Authorization Number together with official warehouse return shipping address within 24 working hours. Do not return goods without obtaining an RA number; unauthorized returned packages will be refused receipt and discarded.

4.3 After receiving RA instructions, pack all items securely with shockproof materials to avoid secondary damage during return transit, attach a note with your order number and RA number inside the parcel, then arrange delivery to our designated warehouse address.

4.4 Customers must complete return shipment within 10 calendar days after receiving RA email; expired authorization will become invalid and you need to re-submit a new return application.

4.5 You can also submit return tickets through the native Shopify contact form on https://lenoxl.shop/, all form submissions will be synchronized to info@lenoxl.shop for unified review with the same processing standards.

5. Shipping Cost Allocation Rules

5.1 Change-of-mind returns (customer personal dissatisfaction, size/style mismatch, impulsive purchase regret): All outbound original shipping fees paid at checkout are non-refundable, and customers bear all return shipping fees, customs duties and international logistics surcharges generated during the return process. We will deduct actual return freight cost from your final refund amount after warehouse inspection.

5.2 Defective, broken, wrong-item or missing-part returns caused by our store or logistics: lenox.shop covers all return shipping fees and re-delivery shipping fees for replacements, customers bear zero transportation cost.

5.3 We do not provide pre-paid return shipping labels for voluntary change-of-mind returns; customers need to independently select logistics carriers and pay delivery charges. For quality-related claims, we will send a free prepaid shipping label upon request.

5.4 We are not responsible for lost, stolen or damaged return parcels during customer-initiated return transit; customers are recommended to purchase logistics tracking and insurance when sending back goods.

6. Refund Processing Standards & Time Schedule

6.1 Once our warehouse receives, unpacks and completes inspection of your returned items and confirms full eligibility, we will initiate your refund within 3–5 business days.

6.2 All refunds will be credited back to your original payment method (credit card, PayPal, debit card, etc.). The arrival time of funds depends on the settlement cycle of your bank or payment provider, generally requiring an additional 5–10 business days to display in your account balance, which is beyond our operational control.

6.3 If you select store credit instead of cash refund, the credit balance will be activated and available for checkout within 2 working days after inspection passes, with no expiration date.

6.4 Partial returns of mixed orders: Refund amount is calculated based on the unit price of returned items; original combined order shipping discount will be recalculated accordingly and deducted proportionally from the refund.

6.5 Refunds will not be processed for orders with outstanding unpaid supplementary fees, lost accessories deductions or inspection rejection records.

7. Order Cancellation Policy Before Shipment

7.1 Customers can send cancellation requests to info@lenoxl.shop for full order refund at any time before our system marks the order as “Fulfilled / Shipped”.

7.2 Once the order has been packed, labeled and handed over to logistics carriers, cancellation requests will be treated as standard post-delivery return requests and subject to all return shipping cost rules in Section 5.

7.3 For pre-sale and backorder products still waiting for restocking, free full cancellation is supported with no hidden handling fees.

8. Important Legal & Platform Compliance Notice

8.1 By placing orders on https://lenoxl.shop/, you acknowledge that you have fully read, understood and agreed to all clauses of this Return & Refund Policy, which is binding for all transaction disputes between you and our store.

8.2 This policy is publicly displayed on the footer of every page of lenox.shop, linked on the Shopify checkout page, and stored in the merchant policy background to meet Shopify’s mandatory policy display requirements.

8.3 All personal information submitted during return applications (name, contact email, order records, photos) will only be used to process your after-sales requests, and will never be shared with third-party marketing agencies without your written consent, complying with global data privacy regulations including CCPA and GDPR.

8.4 If you have any disputes, questions or special requests regarding return and refund services, please contact our dedicated support team exclusively via info@lenox.shop; we do not recognize after-sales messages sent through third-party social media unofficial channels.