Refund policy

Last updated: August 14, 2026

Thank you for shopping with Lugojei. We want you to be satisfied with your purchase. Please review this Return & Refund Policy before submitting a return request.

1. Return Window

We accept returns for eligible products within 30 days after the order has been delivered.

To start a return, please contact us at support@lugojei.com before sending any item back. Items returned without prior authorization may not be accepted.

2. Return Eligibility

To qualify for a return, the item must be:

  • New, unworn, and unused;
  • In its original condition;
  • In its original packaging, where applicable;
  • Returned with all original tags, accessories, components, manuals, or included parts; and
  • Accompanied by proof of purchase or the original order information.

Items showing signs of wear, alteration, damage caused after delivery, improper handling, or missing components may not qualify for a refund.

3. Accepted Return Reasons

Eligible returns may be accepted for reasons including:

  • The item arrived damaged or defective;
  • The wrong item was received;
  • The item was materially different from its product description; or
  • A change of mind, provided that the item meets all return eligibility requirements.

4. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery. If you receive a damaged, defective, or incorrect item, contact us within 48 hours after delivery at support@lugojei.com.

Please include:

  • Your order number;
  • The email address used to place the order;
  • A clear description of the issue;
  • Clear photographs or videos showing the item and the issue; and
  • Photographs of the shipping package and label, where applicable.

We will review the information and provide further instructions. Please do not discard the product or its original packaging until your request has been reviewed.

5. Return Method

Returns are accepted by mail only. We do not accept in-person returns at our business address.

After your return request has been approved, we will provide the applicable return instructions and return address. Please do not send a return to the business address displayed on this website unless specifically instructed to do so by our customer support team.

Customers are responsible for using an appropriate shipping service and retaining proof of shipment until the return has been completed.

6. Return Shipping Costs

If a return is caused by our error, including a confirmed damaged, defective, or incorrect item, we will provide appropriate assistance after reviewing the request.

If the return is due to a change of mind, customer preference, an incorrectly selected size, or another reason not caused by our error, the customer is responsible for the return shipping costs unless otherwise required by applicable law.

Original shipping charges and expedited shipping charges are non-refundable unless the return is caused by our error or applicable law requires otherwise.

We do not charge a restocking fee for approved returns.

7. Refunds

After we receive and inspect the returned item, we will notify you by email whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your refund and it has not appeared in your account, please contact us at support@lugojei.com.

8. Exchanges

We do not currently offer direct exchanges. If you would like a different product, size, or style, please return the eligible item in accordance with this policy and place a new order separately.

9. Non-Returnable Items

The following products may not be eligible for return:

  • Items marked as final sale or non-returnable before purchase;
  • Customized, engraved, altered, or personalized products;
  • Items that have been worn, used, damaged, or modified after delivery;
  • Items missing their original packaging, tags, components, or accessories;
  • Gift cards; and
  • Products that cannot be returned for hygiene or safety reasons where applicable.

Please review the applicable product page before purchasing. Your statutory consumer rights are not affected by this section.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible. We will make reasonable efforts to assist you, but cancellation cannot be guaranteed after an order has entered processing or has been shipped.

11. Contact Us

For questions about returns or refunds, please contact:

Email: support@lugojei.com
Company: KEPTNEAT INC
Business Address: 441 WADSWORTH BLVD STE 158 LAKEWOOD, CO 80226
Business Hours: Monday-Friday, 9:00 AM-5:00 PM Eastern Time (ET)

We aim to respond to customer inquiries within 24 business hours.