Refund policy

Last updated: January 15, 2026

1. Customized Products (Print-on-Demand)

All (luz) products are produced on demand (print-on-demand). This means each item is custom-made and manufactured specifically for you after your order is confirmed.

Important: Due to the personalized nature of our products, we do not accept returns based on regret, change of mind, or incorrect size selection, except in the situations described below.

By placing an order, you acknowledge and accept that the product will be produced specifically for you.

2. When We Accept Returns

We accept returns and offer a replacement or refund in the following situations:

2.1. Manufacturing Defect

  • Poor quality or faded printing

  • Fabric or stitching defects

  • Product damaged during production

2.2. Order Error

  • Wrong product sent

  • Size different from the one ordered

  • Incorrect design or color

2.3. Product Damaged During Shipping

  • Visibly damaged packaging

  • Product stained or torn during shipping

3. Deadline for Reporting Issues

To process your claim, you must:

  • Report the issue within 14 days of receiving your order

  • Send clear photographs of the product and the defect/error

  • Include your order number and a detailed description of the issue

Contact for complaints:
info@luzstreetwear.com

4. Return Process

Step 1: Notification

Send an email to info@luzstreetwear.com including:

  • Order number

  • Description of the issue

  • Photographs of the product (front, back, and detailed view of the defect)

  • Photograph of the product label

Step 2: Review

We will review your request within 2–3 business days and inform you of our decision.

Step 3: Resolution

If your claim is approved, we will offer:

  • Replacement: Shipment of a new product at no additional cost

  • Full refund: Refund of the amount paid, including original shipping costs

5. Return Shipping Costs

If the issue is our responsibility (defect, error, or damage):

  • You will not be required to return the defective product (you may keep or discard it);

  • Or, if a return is requested for inspection, we will provide a prepaid shipping label at no cost to you.

6. Refund Process

If you choose a refund:

  • The refund will be processed within 5–10 business days after approval;

  • The amount will be refunded using the same payment method used for the purchase;

  • You will receive a confirmation email once the refund is processed;

  • The time for the funds to appear in your account depends on your bank (usually 3–5 business days).

7. Products Not Eligible for Return

We do not accept returns for products that:

  • Have been washed, worn, or altered;

  • Do not present a verified defect;

  • Have been damaged due to improper use;

  • Were ordered in the wrong size or design due to customer error.

8. Right of Withdrawal (14 Days)

Under Portuguese and European Union legislation, consumers generally have the right to withdraw from a distance contract within 14 days of receiving the product.

However, this right does not apply to goods made to the consumer’s specifications or clearly personalized, as provided for in Article 16(c) of the applicable EU consumer protection legislation and in the Portuguese Decreto-Lei n.º 24/2014.

Since (luz) products are personalized and produced on demand, they are excluded from the right of withdrawal, except in cases of defect or error for which we are responsible.

9. Inspection Upon Delivery

We recommend that you:

  • Check your order immediately upon receipt;

  • Inspect the product for defects or errors;

  • Contact us immediately if you detect any issues;

  • Keep the original packaging in case a return becomes necessary.

10. Quality Guarantee

(luz) is committed to providing high-quality products. We work with Printful, a trusted fulfillment partner with strict quality control standards.

If you are not satisfied with the product quality for a justified reason, we will do everything reasonably possible to resolve the situation.

11. Contact

For questions regarding returns, refunds, or product quality, please contact us:

Email: info@luzstreetwear.com
Response time: 2–3 business days

12. Alternative Dispute Resolution

In case of dispute, you may resort to: