Last Updated: June18, 2026

Thank you for shopping with LUSBY.

This Return & Refund Policy applies to purchases made through LUSBY. It is designed to clearly explain when an order may be cancelled, returned, replaced, repaired, or refunded.

Nothing in this Policy limits any consumer right that cannot legally be excluded or restricted under applicable law.

1. Change-of-Mind Returns

Except where applicable law gives you a mandatory right to cancel or withdraw from an online purchase, LUSBY does not offer voluntary returns or refunds simply because you change your mind after an order has entered processing or has been shipped.

This includes, without limitation, situations where:

• You no longer want or need the product.

• You ordered by mistake.

• Your personal circumstances changed.

• You found another product or a lower price elsewhere.

• You expected a different experience despite the product matching its description.

• You do not like the style, colour, appearance, fit, feel, or general characteristics of the product.

• You decide that the product or its features are not suitable for your intended use.

• You did not fully review the product description, specifications, compatibility information, photographs, videos, FAQs, or other information available before ordering.

Where a mandatory statutory cancellation or withdrawal right applies to you, LUSBY will honour that right in accordance with applicable law.

2. Order Cancellations

Orders begin processing as soon as possible after payment is confirmed.

You may contact us immediately at mh.media.stores@gmail.com if you wish to request a cancellation.

A cancellation request is not guaranteed.

Once an order has been processed, prepared for dispatch, transferred to a fulfilment provider, or shipped, it generally cannot be cancelled or recalled.

If applicable law gives you a mandatory right to cancel after dispatch or delivery, that statutory right remains unaffected.

3. Returns Require Prior Approval

Do not send any product to LUSBY without first contacting us and receiving written return authorization and return instructions.

To request assistance, email:

mh.media.stores@gmail.com

Please include:

• Your order number.

• Your full name.

• The email address used to place the order.

• A clear explanation of the issue.

• Clear photographs and/or video evidence where the product is alleged to be damaged, defective, incomplete, or incorrect.

• Photographs of the shipping packaging and shipping label where the issue relates to transit damage or an incorrect shipment.

Sending a product to an address obtained independently, refusing a delivery, or returning an item without written authorization does not automatically create a right to a refund.

Unauthorized returns may be refused, held pending instructions, or returned to the customer at the customer's expense where permitted by law.

4. Damaged, Defective, Incorrect, or Incomplete Orders

If your product arrives visibly damaged, materially defective, materially different from what you ordered, or missing an included item, contact us as soon as reasonably possible.

For shipping damage, incorrect products, or visibly missing components, we strongly request that you contact us within 48 hours of delivery so that we can properly investigate the shipment and preserve evidence for the courier or fulfilment provider.

Failure to contact us within 48 hours does not remove any right that applicable law does not permit you to waive.

We may request:

• Photographs of the product.

• Photographs of the external and internal packaging.

• A photograph of the shipping label.

• Video demonstrating the reported problem.

• Screenshots from the connected app.

• Device or software information.

• Charging or troubleshooting information.

• Serial numbers or other product identifiers.

Customers must reasonably cooperate with the investigation of a claimed defect.

5. What Qualifies as a Defect

A genuine defect generally means a manufacturing fault, hardware fault, material failure, or other problem that causes the product to materially fail to perform an advertised core function under normal use.

Examples may include:

• The device will not power on despite correct charging and setup.

• A camera, microphone, speaker, control, charging component, or other hardware component fails under normal use.

• The product received is materially different from the product ordered.

• A required component included in the purchased package is missing.

• The product has physical damage that occurred before or during delivery.

• Another substantial non-conformity exists that is covered by applicable consumer law.

Whether an issue qualifies as a defect depends on the circumstances and applicable law.

6. What Is Generally Not a Defect

Unless applicable law provides otherwise, the following will not normally be treated as product defects:

• Minor cosmetic differences that do not materially affect use.

• Slight colour, finish, texture, or appearance variations caused by lighting, photography, screen calibration, manufacturing tolerances, or product updates.

• Cosmetic damage to external shipping packaging where the product itself is undamaged.

• Normal wear and tear.

• Scratches, marks, breakage, water exposure, impact damage, bending, crushing, or other damage occurring after delivery.

• Damage caused by misuse, neglect, accident, modification, unauthorized repair, improper storage, or improper charging.

• Failure caused by using incompatible chargers, cables, applications, devices, accessories, networks, or software.

• Battery capacity or operating time changing naturally through use, age, operating conditions, connected features, volume, recording, network activity, or temperature.

• Differences in battery performance caused by usage patterns.

• Variations in photochromic lens response caused by UV intensity, temperature, environment, or lighting conditions.

• A customer's subjective opinion regarding comfort, appearance, style, fit, sound, or product feel where the product materially matches its description.

• Translation, AI recognition, voice interaction, or other AI-assisted results being imperfect, incomplete, context-dependent, or inaccurate.

• Temporary unavailability, changes, limitations, or compatibility issues involving third-party apps, operating systems, networks, AI services, or other third-party services, unless the product itself is materially defective under applicable law.

• Expectations based on features, performance, or capabilities that were not advertised by LUSBY.

Nothing in this section allows LUSBY to classify a genuine legal non-conformity as a non-defect.

7. Troubleshooting and Remedy Process

Before approving a return or monetary refund, we may ask you to complete reasonable troubleshooting steps.

Depending on the problem, these may include:

• Charging the product correctly.

• Resetting or reconnecting the glasses.

• Reinstalling or updating the relevant app.

• Checking permissions or device settings.

• Testing another compatible device or connection.

• Providing a short video demonstrating the problem.

Where legally permitted, LUSBY may resolve a valid claim through one or more of the following:

1. Technical troubleshooting.

2. Replacement of an affected accessory or component.

3. Repair.

4. Partial replacement.

5. Replacement of the complete product.

6. An appropriate partial refund.

7. A full refund.

Where applicable law gives the consumer the right to select a particular remedy, that legal right will control.

A monetary refund is therefore not automatically the first remedy in every valid product issue.

8. Condition of Returned Products

Any approved return must be sent in accordance with the instructions provided by LUSBY.

Unless the return relates to a defect or applicable law provides otherwise, returned goods must include:

• The LUSBY smart glasses.

• Charging equipment.

• Included accessories.

• Cases or storage items included with the order.

• Manuals and documentation.

• Promotional or complimentary items included as part of the purchased package.

• Original packaging where reasonably required and permitted by law.

Where a customer exercises a statutory withdrawal right, the customer remains responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics, and operation of the goods, where applicable law permits such a deduction.

9. Bundles, Free Gifts, and Promotional Items

LUSBY packages may include accessories, promotional products, complimentary items, or items advertised as free gifts.

Where a return of the complete order is approved, all items supplied as part of that package must also be returned unless LUSBY instructs otherwise.

If an included item is missing, damaged, or not returned, LUSBY may reduce the refund by the reasonable value of that item where permitted by applicable law.

The fact that an accessory is described as "free," "included," "bonus," or similar does not necessarily mean it has no replacement value.

10. Customer-Caused Damage

LUSBY is not responsible for faults or damage caused by:

• Misuse or abuse.

• Dropping or crushing the glasses.

• Excessive bending.

• Improper cleaning.

• Liquid or moisture exposure outside any expressly stated product capability.

• Incorrect charging.

• Unauthorized repairs or modifications.

• Failure to follow instructions.

• Use with incompatible products or software.

• Ordinary wear and tear.

Claims involving customer-caused damage may be refused where permitted by applicable law.

11. Return Shipping Costs

For an approved return involving a genuine defect, incorrect product, or other issue for which LUSBY is legally responsible, LUSBY will bear return-shipping costs where required by applicable law.

For a non-defective return made under a statutory withdrawal right, the customer is responsible for direct return-shipping costs where applicable law allows the seller to place that cost on the customer.

Customers must use the return method and address provided by LUSBY.

LUSBY is not responsible for products sent to an incorrect or unauthorized return address.

12. Original Shipping and Processing Costs

Except where applicable law requires otherwise:

• Original shipping charges are non-refundable.

• Expedited or premium shipping charges are non-refundable.

• Processing, customs, handling, return-to-sender, storage, or similar costs actually incurred because of customer error may be deducted from an otherwise payable refund where legally permitted.

Where applicable law requires the refund of standard outbound delivery charges following a statutory cancellation, LUSBY will refund the amount required by law.

13. Incorrect or Incomplete Delivery Addresses

Customers are responsible for entering a complete and accurate delivery address.

LUSBY is not responsible for additional costs caused by:

• Incorrect house numbers.

• Incorrect street information.

• Incorrect postal or ZIP codes.

• Missing apartment or unit numbers.

• Incorrect city or country details.

• Incorrect recipient names.

• Missing information required by the courier.

If an order is returned because the customer supplied incorrect or incomplete information, the customer may be responsible for reasonable reshipping, return-to-sender, handling, or other costs where permitted by law.

14. Refused, Unclaimed, and Failed Deliveries

Refusing delivery, failing to collect a parcel, failing to respond to a courier, or allowing a parcel to be returned to sender does not automatically constitute an approved cancellation.

Where a shipment is returned to LUSBY or its fulfilment provider because it was:

• Refused.

• Unclaimed.

• Not collected.

• Undeliverable because of customer-provided information.

• Subject to unpaid customer customs/import charges.

LUSBY may deduct reasonable shipping, return-to-sender, handling, customs, or other unrecoverable charges from any refund otherwise due, where permitted by law.

A refund, if applicable, will normally be considered only after the returned shipment has been received and identified.

15. Refund Inspection

When a return is received, it may be inspected to confirm:

• The returned item matches the order.

• The claimed issue exists.

• Required components are included.

• The item has not been damaged through misuse.

• The return complies with the authorization provided.

If approved, the refund will be sent to the original payment method unless another method is required or agreed by law.

LUSBY cannot control the time your bank, card issuer, PayPal, or other payment provider takes to make the refunded funds available.

16. Fraudulent or Abusive Claims

We reserve the right to investigate claims showing signs of:

• Fraud.

• Altered or misleading photographs or videos.

• Product substitution.

• Serial-number mismatch.

• False non-delivery claims.

• Repeated abusive refund behaviour.

• Chargeback abuse.

• Attempts to retain products while obtaining an unjustified refund.

We may provide order records, tracking information, delivery evidence, customer communications, product evidence, and other relevant information to payment providers or competent authorities when responding to disputes, chargebacks, fraud, or legal claims.

Nothing in this section restricts a customer's lawful right to dispute a transaction.

17. Mandatory Consumer Rights

This Policy provides LUSBY's contractual return rules.

It does not exclude, restrict, or replace any right or remedy that applicable consumer law does not permit LUSBY to exclude.

Depending on where you live, you may have mandatory rights relating to:

• Withdrawal from an online contract.

• Defective or non-conforming products.

• Repair.

• Replacement.

• Price reduction.

• Refund.

• Delivery.

• Warranty obligations.

Where this Policy conflicts with a mandatory consumer right applicable to your purchase, the mandatory legal right will prevail only to the extent of that conflict.

18. Contact

For return, refund, product issue, or cancellation requests, contact:

LUSBY
Email: mh.media.stores@gmail.com

S103, 3253 FLOOR 2 - Al Bustan Center 3
Sharjah, United Arab Emirates