Last Updated: 15th September, 2026
At Luz Wears & Essentials (“Luz”, “we”, “us”, or “our”), we are committed to providing thoughtfully designed, carefully crafted and quality products.
Due to the nature of our business, including handmade Adire products, fabrics, ready-to-wear garments, customized items and other fashion essentials, Luz operates a strict NO REFUND POLICY.
Eligible products may, however, be exchanged strictly in accordance with the terms and conditions set out in this Policy.
By placing an order with Luz Wears & Essentials through any of our official sales channels, you acknowledge that you have read, understood and agreed to this Policy.
No Refund Policy
Luz does not offer cash refunds, bank refunds, payment reversals or refunds to the original payment method after a purchase has been completed, except where a refund is expressly required under applicable law and cannot legally be excluded.
Where an item qualifies under this Policy, the customer’s remedy shall ordinarily be an exchange, replacement, repair or other appropriate resolution determined by Luz, rather than a refund.
Customers are therefore strongly advised to carefully review all product details, sizes, measurements, colours, quantities, customization requirements and delivery information before completing an order.
Exchange Window
Customers in Nigeria may request an eligible exchange within 3 calendar days of receiving their order.
Customers outside Nigeria may request an eligible exchange within 7 calendar days of receiving their order.
The exchange period begins on the date the order is confirmed as delivered to the customer or an authorized recipient.
Exchange requests made after the applicable period may be declined.
Conditions for an Eligible Exchange
To qualify for an exchange, an item must:
- Be unused and unworn;
- Be in its original condition;
- Be free from stains, perfume, deodorant marks, makeup, body odour or any other signs of wear;
- Not have been washed, dry-cleaned, ironed, altered, repaired or modified;
- Have all original tags, labels and packaging intact, where applicable;
- Be returned in a condition suitable for resale, subject to inspection by Luz; and
- Be returned in accordance with the instructions provided by Luz.
Luz reserves the right to decline an exchange where these requirements are not met.
Exchanges Due to Size or Customer Preference
An exchange may be considered where:
- The customer selected the wrong size;
- The garment does not fit as expected;
- The customer wishes to exchange the item for another eligible product; or
- The customer otherwise wishes to change an eligible purchase.
All exchanges remain subject to:
- The applicable exchange window;
- Product availability;
- The condition of the returned item; and
- Approval following inspection by Luz.
No refund will be issued where the replacement item is cheaper than the original item. Any balance may, at Luz’s discretion, be retained as store credit or otherwise treated in accordance with the terms communicated at the time of the exchange.
Where the replacement item costs more than the original purchase, the customer must pay the price difference before the replacement item is released or dispatched.
Defective, Damaged or Incorrect Items
Luz takes responsibility for genuine errors attributable to us.
If you receive:
- A product with a verified manufacturing defect;
- An item materially damaged before or during delivery where Luz or its authorized delivery process is responsible;
- The wrong product;
- The wrong size where Luz supplied a size different from the confirmed order; or
- An item materially different from the product or specifications confirmed in your order,
you must notify Luz within 24 hours of delivery.
To submit a claim, please provide:
- Your order number;
- A clear description of the issue;
- Clear photographs and/or video evidence of the product; and
- Where applicable, photographs or video of the original packaging.
Upon verification, Luz may, depending on the circumstances:
- Repair the item;
- Replace the item with the correct product;
- Exchange the item for an equivalent product; or
- Provide another appropriate remedy permitted under applicable law.
Our first and preferred remedy for verified defective, damaged or incorrect products shall be repair, replacement or exchange.
Handmade Adire & Artisan Variations
Many Luz products are handmade using Adire, Batik and other artisan techniques.
As a result, natural variations may occur in:
- Pattern placement;
- Dye distribution;
- Colour intensity;
- Wax effects;
- Texture;
- Print alignment; and
- Other characteristics associated with handmade production.
No two handmade pieces may be exactly identical.
These natural variations form part of the uniqueness and character of handmade Luz products and shall not be considered defects or grounds for an exchange solely on the basis that the item differs slightly from product photographs or another handmade piece.
Customized, Made-to-Order & Personalized Items
Products that are:
- Customized;
- Made-to-measure;
- Tailored to customer-supplied measurements;
- Personalized;
- Produced in a specific colour or design at the customer’s request; or
- Otherwise produced specifically for an individual customer,
are FINAL SALE and are generally not eligible for exchange due to change of mind, incorrect customer measurements, personal preference or dissatisfaction with a customer’s selected specification.
Customers are solely responsible for ensuring that all measurements and customization details submitted to Luz are correct before production begins.
Where Luz makes a verified error and delivers a product materially different from the customer’s confirmed specifications, Luz will investigate the matter and may repair, correct, replace or otherwise resolve the issue appropriately.
Fabric Purchases
Due to the nature of fabric sales, the following are generally not eligible for exchange:
- Fabric that has been cut to a customer’s requested quantity or dimensions;
- Fabric that has been washed, dyed, altered or processed;
- Fabric that has been damaged after delivery; or
- Fabric that has otherwise been prepared specifically for a customer’s order.
Uncut, unused and resalable fabric may be considered for exchange within the applicable exchange period, subject to inspection and approval by Luz.
Fabric with natural handmade variations shall not automatically qualify for exchange.
Sale, Discounted & Promotional Items
Items purchased during sales, clearance events, promotional campaigns or special offers may be subject to specific terms.
Unless expressly stated otherwise at the time of purchase:
- Discounted or promotional items may be exchanged only at Luz’s discretion;
- Clearance or final-sale items may not be eligible for exchange;
- No refunds will be issued on discounted, promotional or clearance purchases.
Any specific terms communicated during the applicable promotion shall form part of the conditions governing that purchase.
Non-Exchangeable Items
Unless Luz determines that there is a verified error attributable to us, the following items are generally not eligible for exchange:
- Customized products;
- Made-to-measure products;
- Personalized products;
- Altered or repaired garments;
- Items that have been worn or used;
- Items with stains, perfume, makeup, body odour or signs of use;
- Washed, dry-cleaned or processed items;
- Cut or specially prepared fabrics;
- Items without original tags or packaging, where applicable;
- Final-sale or clearance items clearly identified as non-exchangeable; and
- Products damaged through customer misuse, negligence or failure to follow care instructions.
How to Request an Exchange
To request an exchange, customers must contact Luz through our official customer service channel within the applicable exchange period.
Please provide:
- Order Number
- Full Name
- Product Purchased
- Reason for Exchange
- Preferred Replacement Item/Size
- Photographs or Video – where applicable
Customers must not return or dispatch any product to Luz without first receiving exchange instructions or authorization.
Unauthorized returns may be refused.
Inspection and Approval
All products returned for exchange are subject to inspection by Luz.
Receipt of an item by Luz does not automatically mean that the exchange has been approved.
If, upon inspection, the item is found to:
- Have been worn or used;
- Have been washed, altered or damaged;
- Contain stains, odours or signs of wear;
- Fail to meet the exchange conditions; or
- Differ from the item originally supplied by Luz,
Luz reserves the right to decline the exchange.
Where an exchange is declined, the item may be returned to the customer at the customer’s expense.
Exchange Value and Price Differences
An exchange shall generally be based on the amount originally paid for the eligible item, excluding delivery, shipping and other applicable charges.
Where the selected replacement item costs more, the customer must pay the difference.
Where the selected replacement item costs less, Luz will not issue a cash or bank refund for the difference.
Subject to the terms applicable to the exchange, Luz may issue store credit for an approved balance where applicable.
Product Availability
All exchanges are subject to product availability.
Luz does not guarantee that a particular size, design, colour or product will remain available at the time an exchange request is processed.
Where a requested replacement is unavailable, Luz may offer the customer:
- Another available product of equivalent value;
- The opportunity to select another product and pay any applicable difference; or
- Store credit, where applicable.
No cash refund shall ordinarily be provided solely because a customer’s preferred replacement item is unavailable.
Shipping and Delivery Costs for Exchanges
Unless the exchange is due to a verified error attributable to Luz, the customer shall generally be responsible for:
- The cost of returning the original product; and
- The cost of delivering or shipping the replacement product.
Original delivery and shipping charges are non-refundable.
Where Luz confirms that an incorrect or defective product was supplied due to an error attributable to us, Luz will determine the appropriate return and replacement arrangements.
International Exchanges
International customers are responsible for all applicable costs associated with returning an item for an exchange, except where Luz expressly accepts responsibility due to a verified error.
This may include:
- Return shipping costs;
- Customs duties;
- Import taxes;
- Brokerage charges; and
- Other charges imposed by couriers or government authorities.
Luz is not responsible for delays, charges or losses caused by customs authorities, international couriers or circumstances outside our reasonable control.
Customer Responsibility
Before completing an order, customers are responsible for carefully confirming:
- Product selection;
- Size;
- Measurements;
- Colour;
- Quantity;
- Customization details;
- Delivery address; and
- Contact information.
Once a customized or made-to-order product has entered production, changes may not be possible.
Incorrect information supplied by the customer shall not automatically create a right to a refund, cancellation or exchange.
Product Care and Post-Delivery Damage
Luz shall not be responsible for damage occurring after delivery as a result of:
- Improper washing or cleaning;
- Incorrect ironing;
- Improper storage;
- Exposure to unsuitable chemicals;
- Alteration or repair by a third party;
- Accidental damage;
- Negligence;
- Misuse; or
- Normal wear and tear.
Customers are encouraged to follow all care instructions provided with their products.
Fraudulent or Abusive Claims
Luz reserves the right to refuse an exchange where there is reasonable evidence of:
- Fraud;
- Product substitution;
- Intentional damage;
- False or misleading claims;
- Repeated abuse of the exchange process; or
- Any attempt to obtain an unauthorized benefit from Luz.
Luz may take any additional action available to it under applicable law to protect its business and customers.
Policy Exceptions
Nothing in this Policy is intended to remove or limit any customer right that cannot legally be excluded under applicable law.
Where applicable law requires Luz to provide a remedy different from that stated in this Policy, Luz will comply with such legal requirements.
Amendments to This Policy
Luz Wears & Essentials reserves the right to amend, update or modify this Policy from time to time.
The version applicable to a customer’s order shall generally be the version published or communicated at the time the order was placed, subject to applicable law.
Governing Law
This Policy shall be governed by and interpreted in accordance with the applicable laws of the Federal Republic of Nigeria.
Any dispute arising in connection with this Policy shall be subject to applicable legal and consumer protection requirements.
Contact Information
For exchange requests or enquiries regarding this Policy, please contact us through any of our communication channels.
Customer Acknowledgement
By placing an order with Luz Wears & Essentials, the customer acknowledges and agrees that:
ALL SALES ARE SUBJECT TO LUZ’S NO REFUND POLICY.
Eligible products may be exchanged only in accordance with the terms and conditions contained in this Policy.
The customer further acknowledges that handmade and artisan products may contain natural variations that are part of their unique character and are not automatically considered defects.