Refund Policy

Last updated: May 31, 2026. This page applies to LUID, an online private-label fitness and wellness retail brand that sells branded home training equipment and accessories through remote online operations.

1. Introduction

This Refund Policy explains how LUID handles returns, refunds, exchanges, damaged products, incorrect items, and return shipping for our private-label fitness and wellness products. It applies to products purchased directly through the LUID online store.

Because LUID products are physical fitness items intended for home training, return eligibility depends on product condition, timing, proof of purchase, hygiene, completeness, and whether the issue relates to customer preference, shipping damage, incorrect fulfillment, or a verified product defect.

2. Return Eligibility

To be eligible for a return, the product should generally be unused, clean, undamaged, complete, and returned with included accessories, guides, carry bags, packaging, labels, and any bundled items where applicable. Products must not show signs of heavy use, sweat exposure, odor, staining, excessive wear, alteration, or damage caused after delivery.

We may request photos, order details, packaging images, or a description of the issue before approving a return. Items sent back without return approval may be refused, delayed, or returned to the customer depending on the circumstances.

3. Non-Returnable Items

Some products may not be eligible for return if they are used, damaged after delivery, missing components, altered, washed, contaminated, or otherwise unsuitable for resale or safe inspection. For hygiene and safety reasons, yoga mats, resistance bands, grips, straps, and similar fitness accessories may be refused if they show signs of use or contact wear unless the return relates to a verified defect or incorrect item.

4. Return Window

Customers should contact LUID as soon as possible after delivery if they want to request a return. A standard return window may apply from the delivery date, and requests made after the allowed window may be refused unless applicable law requires otherwise.

For damaged, defective, or incorrect items, contact us promptly after delivery and include your order number, a clear explanation, and photos of the product, packaging, and shipping label if relevant. Delayed reports may limit the available resolution.

5. Refund Process

Once a return is approved and received, we inspect the product and determine whether it meets the return requirements. If approved, the refund is usually issued to the original payment method. Processing times may vary depending on the payment provider, bank, or checkout system.

Original shipping costs, upgraded shipping, handling fees, duties, taxes, and return shipping may not be refundable unless the refund is due to our error, a verified defect, or applicable law. If only part of a bundle is returned, the refund may be adjusted to reflect missing or retained items.

6. Damaged or Incorrect Items

If an item arrives damaged, defective, or incorrect, contact us with photos and your order details. We may offer a replacement, partial refund, full refund, exchange, or other reasonable solution depending on the issue, product availability, and evidence provided.

Do not discard the product, packaging, shipping label, or included materials until the claim is reviewed. Carriers or fulfillment partners may require evidence to investigate shipping damage or delivery issues.

7. Exchanges

Exchanges may be offered when inventory is available and the product condition meets return requirements. If the requested replacement is unavailable, we may offer a refund, store credit where available, or a different resolution. Exchange shipping costs may vary depending on the reason for the exchange.

8. Bundle Returns

The LUID Starter Home Gym Bundle / Ritual Kit includes multiple products sold together as one set. Bundle returns generally require all included items to be returned together, including resistance bands, yoga mat, adjustable dumbbells, workout guide, carry bag, and branded packaging where applicable.

If only one item in a bundle has an issue, we may replace that component instead of requiring the full bundle return. If a customer returns an incomplete bundle without approval, the refund may be reduced or refused.

9. Shipping Costs

Customers may be responsible for return shipping costs unless the return is caused by a verified product defect, incorrect item, or fulfillment error. We recommend using a trackable shipping method for returns. LUID is not responsible for return packages lost in transit before they are delivered to the return destination.

10. Refund Refusals

We may refuse a refund if the product is returned outside the approved window, used beyond inspection, damaged after delivery, missing parts, returned without approval, not purchased from LUID, or inconsistent with the claim submitted. We may also refuse abusive, fraudulent, or repeated return behavior.

11. How to Start a Return

To request a return or refund review, contact LUID with your order number, email used at checkout, product name, reason for the request, and photos if the item is damaged, defective, or incorrect. Our support team will review the request and provide next steps if the return is eligible.