Return & Exchange
At LUIPRO, we are dedicated to customer satisfaction. With a global reputation for providing high-quality products that meet high safety standards and offering exceptional customer service. We want you to feel completely satisfied with your purchase. If you have any concerns, our return and exchange process is designed to be as simple and straightforward as possible.
Return Policy:
After your order has been placed, you have 24 hours to contact support@luipro.com and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in order processing and can no longer be modified or canceled.
All returns must be accompanied by a Return Authorization Number. LUIPRO will gladly refund the purchase price. Refunds will be issued to the original payment method.
Please note that if the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.Please note: We don’t accept packages that are returned directly without contacting us in advance.
1. Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact support@luipro.com and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in order processing and can no longer be modified or canceled.
2. How to initiate a return?
Please email us first at support@luipro.com with your order number, reason for return, name, and address. We will then provide instructions and a return address for you to send the product back. All returned items will be inspected to determine if they qualify for a refund. Please ensure the item remains in its original condition—undamaged, unstained, and unused (including the packaging). If the item is damaged due to improper handling, we will refuse the return.
Note: Please do not return items to the original shipping address on the label. We highly recommend using a trackable shipping method to expedite the return process.
3. Conditions for return
Please refer to the following conditions to find the return and exchange policy that applies to your situation.
3.1 Unopened Package
Unopened packages can be returned for a full refund within 30 days of purchase. Buyer is responsible for return shipping charges. Please use a trackable carrier. Buyer is responsible if item is lost or damaged in transit.
3.2 Opened Package
Opened packages with no manufacturing defects. Once an item has been inflated, we can no longer sell it as new. Products returned must be in acceptably clean condition. Buyer must inform us within 30 days. Buyer is responsible for:
- Restocking fee of 15%. (Covers inspection, change of new box, repacking)
- Return shipping by trackable carrier. If buyer wants to take advantage of our UPS shipping discount, email us a request and we will provide an estimate for the return label.
- All returns must be made in original or comparably sized box as any oversize charges are the responsibility of the buyer.
- Buyers are responsible if item is lost or damaged in transit.
3.3 Manufacturing Defect
All our bounce houses and water slides have a 90 day limited warranty that cover any manufacturing defects found on the body of the inflatable.
- Buyers need to attach and send pictures of the defective area by email to support@luipro.com. Please include your Order Number and Name.
- After a careful review, we will send you a confirmation email within 24 hours.
- If a replacement is deemed necessary, you will receive instructions for replacement at no cost to you.
3.4 Blower Replacement
All our blowers have a one year manufacturer warranty.
- Firstly, please troubleshoot by following instructions to reset the blower or try changing to a different outlet to restart the blower.
- If the blower still won’t turn on, you will be sent instructions for replacement at no cost to you.
- Please include your Order Number and Name in your email to support@luipro.com
4. Non-Returnable Items
- Obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 10 days after delivery
- The customized items(size, logo printing) are unavailable to be returned.
5. Refunds (only if applicable)
* Once we accept your return request, please return the products to our company at the address provided by our customer service team. We will make a refund after our warehouse receives the returned products and checks the products could be available for sale again. Please be assured that the refund will normally be completed within 7 days.
* Once your refund is approved, your PayPal account or credit card will receive a refund from us (Within 7 days).
* If you still have not received a refund, please check your account number or contact your credit card bank account. It may take several business days for your credit card account to announce your refund details.
* If your refund is delayed or lost, please contact us in time. Our email address is: support@luipro.com.
6. Late or missing refunds (only if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@luipro.com.
7. How to Exchange?
First e-mail us at support@luipro.com and let us know your order number. Explain why you want to exchange and exchange what. Our customer service team will look into the case once we receive your email, then offer you some solutions.
Note: The item must also be in the original packaging and the receipt must be issued back to us. Please note that you only can exchange for the same product and not another product of different price value.
8. Do I have to pay for the exchange shipping?
1) If you want to exchange an item without any quality problem for exchange, please send an email to us at support@luipro.com with your order number details. We will offer you the return address. But you are supposed to pay the shipping fee and the price difference.
2) If the item you received has any quality problem, such as wrong or damaged products, you don't need to pay for the shipping of exchange. Just send us an email with your order number details, it will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions.
9. When will I receive my exchange?
We will arrange the new order delivery after we have received, and confirmed that the returned products can be also used. All customers must contact us after sending the package back and provide us with the tracking information, in order for us to place the order for your exchange. It takes 7-9 business days to process all orders. Please use the safe logistics company such as DHL/UPS/USPS/FedEx delivery company, and do as we suggest. Usually orders take 7-9 business days to be delivered with standard shipping.
Post-Warranty Product Service:
After the warranty period has expired, the manufacturer will not replace items, as lab tests have shown that with proper care and usage, this warranty period is reasonable for these products. When used correctly, our products are built to last.
If your item is damaged after the warranty period, we're still here to assist. We can provide guidance on repairs or offer discounted re-purchasing options. If the same item is no longer available, we’ll suggest a similar product compatible with your existing blower model.