Lucerna Hospitality LLC

Any Goods purchased from Lucerna Hospitality may be returned only in accordance with these Terms and Conditions and our Returns & Credit Policy.
Our Returns & Credit Policy forms an integral part of these Terms and Conditions. Customers are encouraged to review it carefully to understand their rights regarding cancellations and returns.

1. Right to Cancel

Your right to cancel an Order applies only to Goods returned in the same condition in which they were received, including:
– Original packaging
– Product labels, documentation, and instructions
– Any accessories or original components

Lucerna Hospitality reserves the right to refuse returns or credit for Goods that:
– Are not returned in their original condition
– Show damage, misuse, or improper handling
– Have been used beyond what is necessary to verify their nature and functionality

Customers are responsible for taking reasonable care of the Goods while in their possession.

2. Return Period

Returns must be requested and processed within 15 calendar days from the date of purchase.
After this period, returns will not be accepted under any circumstances.

3. Refund Method – Puerto Rico Policy

All approved returns will be processed exclusively as store credit, to be used on future purchases with Lucerna Hospitality.
We do not issue cash refunds, credit card refunds, or any form of monetary reimbursement.

Store credit will be issued within 14 days after we receive and inspect the returned Goods.

Store credit is:
– Non-transferable
– Non-refundable
– Valid only for future purchases

4. Exceptions – Items Not Eligible for Return or Cancellation

You do not have the right to cancel or return:
– Custom-made, special-order, or personalized items (these are final sale, with no credit or refund available)
– Items that cannot be returned due to their nature, that deteriorate rapidly, or are close to expiration
– Goods unsuitable for return due to health or hygiene reasons once unsealed
– Goods that, after delivery, become inseparably mixed with other items
– Digital content not supplied on a physical medium once access has begun with your express consent

5. Legal Compliance – Puerto Rico

For any merchandise placed on hold or reserved at the customer’s request, the return period shall be 15 calendar days starting from the date the reservation is made, regardless of the invoice date or delivery date.

This means:
– The return eligibility period begins on the reservation date, not the invoice or delivery date
– 15 days after the reservation date, no returns or store credit will be accepted, without exception
– By requesting a reservation, the customer acknowledges that Lucerna Hospitality removes that merchandise from available inventory, preventing its sale to other clients
– All reserved merchandise is subject to the same inspection and original-condition requirements as standard returns

6. Delivery, Pick-Up, and Storage Fees

Once the customer’s order is ready for delivery or pick-up, Lucerna Hospitality will notify the customer in writing (email, message, or recorded call).

From the date of this notification, the customer has a maximum of 15 calendar days to:
– Accept delivery coordinated by Lucerna Hospitality, or
– Pick up the merchandise from our facilities

If the customer fails to coordinate or accept delivery, or fails to pick up the merchandise within the 15-day period:
– Lucerna Hospitality will apply a storage fee of $100 USD per calendar day
– This fee applies regardless of the volume, quantity, or value of the merchandise
– Merchandise will remain on hold until all outstanding storage fees are paid and delivery or pick-up is properly coordinated

Lucerna Hospitality is not responsible for any damage, deterioration, loss of availability, or delays caused by the customer’s failure to coordinate, accept, or pick up merchandise within the established time frame.

7. Legal Compliance – Puerto Rico

Lucerna Hospitality operates under the commercial and consumer protection regulations of Puerto Rico.
Any disputes related to cancellations or returns will be handled under the applicable Puerto Rico jurisdiction.

Contact Us

If you have any questions about our Returns & Credit Policy, please contact us:
– By email: info@lucernahospitality.com
– By phone: +1 (787) 914-6704