Return policy

Thank you for choosing Lavinoriax, a brand operated by Shaanxi Chengzhu Agricultural Technology Co., Ltd (hereinafter referred to as "we", "us", or "our"). We stand behind the quality of our handmade leather products and want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning or exchanging products purchased through our official website lavinoriax.com, including custom-made leather goods. By placing an order with us, you acknowledge and agree to the provisions of this Return Policy.

1. Eligibility for Returns & Exchanges

1.1 Standard (Non-Custom) Products

You may request a return or exchange for standard (non-customized) leather products within 30 calendar days from the date of delivery, provided the following conditions are met:
  • The product is unused, undamaged, and in its original condition (including all tags, packaging, and accessories).
  • The product shows no signs of wear, tear, scratches, or modifications (e.g., monograms added after purchase).
  • Proof of purchase (e.g., order confirmation email, invoice) is provided.

1.2 Custom-Made Products

Due to the personalized nature of custom leather goods (e.g., tailored size, unique material choices, monograms, or custom designs), custom-made products are generally non-returnable and non-exchangeable unless:
  • The product has a manufacturing defect (e.g., faulty stitching, defective hardware, or material flaws) that impairs its functionality or durability.
  • The product does not match the approved design, material, or specifications confirmed by you prior to production (e.g., wrong color, incorrect size, or missing custom details).
In such cases, you must notify us within 14 calendar days of receiving the custom product to initiate a claim.

2. Return & Exchange Process

2.1 Initiate a Return/Exchange Request

To start a return or exchange, please contact our customer service team using the following details:
  • Email: chengzbrand@outlook.com
  • Phone: +86 13184220947
  • Contact Person: Zhu Xin
Please include the following information in your request:
  • Order number (found in your order confirmation email).
  • Product name, SKU (if applicable), and quantity being returned/exchanged.
  • Reason for return/exchange (e.g., "defective product", "wrong size", "does not match custom design").
  • Clear photos/videos of the product (especially for defect claims or custom product discrepancies).
  • Preferred resolution (refund, exchange for a different product, or repair for custom items).

2.2 Review & Approval

We will review your return/exchange request within 3 business days of receipt. If approved:
  • For standard products: We will provide you with a return authorization number (RAN) and detailed instructions for shipping the product back to us.
  • For custom products with defects or discrepancies: We will arrange for a replacement, repair, or full refund (at our discretion, based on the issue). We may request the product to be returned for inspection if necessary.

2.3 Return Shipping

  • For standard products: You are responsible for covering the cost of return shipping. We recommend using a trackable shipping service and insuring the package, as we are not liable for lost or damaged items during return transit.
  • For custom products with manufacturing defects or design discrepancies: We will cover the cost of return shipping (if required) and provide a prepaid shipping label where applicable.

2.4 Inspection & Processing

Once we receive the returned product, we will inspect it within 5 business days to verify eligibility. If the return is approved:
  • Refunds: We will process the refund to your original payment method within 7-10 business days. The refund amount will exclude the original shipping cost (unless the return is due to our error, e.g., wrong product shipped).
  • Exchanges: We will ship the replacement product to you free of charge (for standard products) once the returned item is confirmed eligible.
  • Custom Product Repairs/Replacements: Repairs will be completed within 14-21 business days, and the repaired product will be shipped back to you at no additional cost. Replacements for custom items will follow our standard production timeline (14-21 business days).

3. Non-Eligible Returns

We reserve the right to reject return/exchange requests if:
  • The product is returned after the applicable timeframe (30 days for standard products, 14 days for custom products).
  • The product is used, damaged, or modified by you (e.g., scratches from use, altered stitching, or removed tags).
  • No proof of purchase is provided.
  • The return is for a custom product that matches the approved design, specifications, and quality standards (no defects or discrepancies).
  • The product is a clearance or final sale item (clearly marked as "non-returnable" on the product page).

4. Refund Policy

  • Refunds will be issued in the same currency as your original payment.
  • Processing times for refunds may vary depending on your payment provider (e.g., credit card companies typically take 3-5 business days to reflect the refund in your account).
  • Original shipping costs are non-refundable unless the return is due to our error (e.g., shipping the wrong product, defective product in new condition).
  • For custom products approved for a refund, the full purchase price (including any customization fees) will be refunded.

5. Exceptions & Special Cases

  • Damaged in Transit: If your product arrives damaged or defective (standard or custom), please notify us within 48 hours of delivery and provide photos/videos of the packaging and product. We will arrange for a replacement, refund, or repair at no cost to you.
  • Size Exchanges for Standard Products: We offer one free size exchange per standard product (excluding shipping costs for the initial return). Additional size exchanges will be subject to return shipping fees.
  • International Orders: Returns from international customers are subject to the same eligibility criteria. Customers are responsible for any customs duties or taxes incurred during return shipping; we are not liable for packages held or rejected by customs.

6. Changes to This Return Policy

We may update this Return Policy from time to time to reflect changes in our business practices or legal requirements. When we make updates, we will revise the "Last Updated" date at the top of this page. Your continued use of our website and purchase of our products after the updated Return Policy takes effect constitutes your acceptance of the changes.

7. Contact Us

If you have any questions, concerns, or need assistance with a return/exchange, please contact us:
  • Company: Shaanxi Chengzhu Agricultural Technology Co., Ltd
  • Contact Person: Zhu Xin
  • Email: chengzbrand@outlook.com
  • Phone: +86 13184220947
  • Address: Room Z7, 12408, Building 5, Haibo Plaza, Fengcheng 9th Road, Economic and Technological Development Zone, Xi'an City, Shaanxi Province, China
  • Company Code: 91610132MAER4X0M9W