Order Cancellation Policy

1 . Cancellation Terms
Customers may request to cancel an order within a maximum of 24 hours after purchase, provided that the order has not yet been dispatched. If the order has already been shipped or the 24-hour period has expired, cancellation is no longer possible. In such cases, customers may submit a return request in accordance with the store’s return procedure after receiving the goods.

Orders that include products made to customer specifications or custom-manufactured items cannot be cancelled once the order has been confirmed.

2. Order Cancellations and Refund Eligibility
If you cancel your order within 24 hours of placing it and the order has not yet been dispatched, you may request a cancellation and receive a full refund.
If more than 24 hours have passed or the order has already been dispatched, the order cannot be cancelled directly. In this case, you may submit a return request within 45 days of receiving the item and obtain a refund, provided the return conditions are met.
If the item you receive is damaged in transit, missing parts, or does not match your order, please provide relevant photos or videos within a reasonable time. Once verified, a full or partial refund may be arranged as appropriate, and return shipping fees may be waived.

3 . Refund Management
Once a cancellation request has been approved, refunds will be processed promptly and transparently. For orders cancelled prior to dispatch, refunds will be issued within 1 to 3 business days.

Unless otherwise agreed between the customer and the store, refunds will be issued using the original payment method. Refund processing times may vary depending on the payment service provider.

4 . Contact Information
Contact address: 35 YATSUCHO VICS BUILDING 605 KANAZAWA-KU YOKOHAMA-SHI KANAGAWA 236-0016 JAPAN
Contact email: shipping@luxegopad.com
Contact phone: +81 (907) 768 39 13
Customer service hours: Monday to Friday, 8:30 am to 4:00 pm (Australian time)