INSPECTION POLICY
1. Definition
“Inspection” refers to the process of checking and comparing the products received in the package delivered by Lufina with the items ordered by the customer.
2. Inspection Time
Customers are allowed to inspect the order together with the delivery staff at the time of receipt (or within 30 minutes after receiving the goods).
After receiving the order, if any discrepancies are found, customers may contact our Customer Service team for assistance with returns or exchanges.
Note: Customers are encouraged to record a video while unboxing the package for verification purposes if needed.
3. Scope of Inspection
Customers are allowed to check and verify the quantity and details of the products received against the confirmed order based on the following criteria:
- Basic product attributes: product name, quantity, and customer information on the order documents;
- Product appearance based on the images displayed at the time of purchase and confirmed by our staff;
Important restrictions:
- Do not open or break seals on products with security labels or warranty seals;
- Do not scratch or reveal codes on products used for point accumulation or promotional redemption;
- Do not use any product while there are unresolved issues during the inspection process.
4. Handling Discrepancies
If the received products do not match the order:
- Customers should immediately contact our hotline to reach Customer Service for order verification;
- If Lufina delivers incorrect items, customers may refuse to accept the order and are not required to make payment;
- If the order has already been paid, customers may request a replacement or a refund. Lufina will process the refund as soon as possible.
5. Customer Complaint Channels
All customer complaints can be submitted through:
- Email: cs@lufinalakitchen.com
- Hotline: 088 907 20 25