Service Recovery & Compensation Policy

If an issue occurs due to an error or service failure attributable to Lukzer, we will review the matter and take appropriate corrective action based on the circumstances.

Depending on the nature of the issue, corrective action may include:

Replacement of the affected product
Re-dispatch of the correct product
Correction of an incorrect shipment
Resolution of a delivery or fulfilment issue, where within our control
Refund or cancellation, where applicable
Other reasonable measures necessary to correct the underlying issue
A goodwill gesture or compensation, where appropriate

Our primary objective is to identify and correct the underlying service issue rather than provide compensation unrelated to the affected transaction.

The corrective action provided will depend on the specific circumstances of the case and any applicable marketplace, logistics, payment, or service procedures.

Service issues and requests for compensation are reviewed on a case-by-case basis. Compensation or a goodwill gesture is not automatically payable for every inconvenience, delay, or operational issue.

When reviewing a matter, Lukzer may consider factors including:

The nature and severity of the service issue
The duration and impact of any delay
Whether the issue was attributable to Lukzer, a logistics or marketplace partner, the customer, or circumstances outside our reasonable control
Whether the issue has already been corrected
Any direct financial loss that has been reasonably established
Any replacement, refund, discount, or other corrective action already provided
Relevant order, shipment, communication, and service records
Any other circumstances relevant to achieving a fair and proportionate resolution

A customer's request for a specific amount, product, discount, or other benefit does not, by itself, determine the compensation or resolution payable.

Where a service failure has been appropriately corrected, any additional goodwill gesture will be considered separately based on the circumstances of the individual case.

Any goodwill compensation or goodwill gesture offered by Lukzer is intended to address a specific service concern and is provided at Lukzer's discretion, subject to applicable approval requirements.

Goodwill may, depending on the circumstances, take the form of:

A reasonable discount or adjustment
A replacement or other product-related resolution
A promotional or service benefit
Another appropriate goodwill gesture

Goodwill compensation relating to one order does not automatically apply to another order.

Each order placed with Lukzer constitutes a separate transaction. A service issue associated with one order does not automatically entitle a customer to receive an unrelated order or product free of charge, or to receive compensation against a different transaction.

Any waiver, discount, free product, credit, or other goodwill benefit is subject to review and, where applicable, the required management approval.

Unless expressly agreed otherwise in writing:

Goodwill compensation is not an admission of legal liability.
A customer cannot unilaterally determine the amount or form of compensation.
Compensation or goodwill provided for one order does not establish an entitlement for another order.
Any goodwill offer may be subject to applicable terms, conditions, and approval requirements.

If a customer remains dissatisfied with the initial resolution, they may request that the matter be escalated to the appropriate customer resolution or management team.

During an escalation, Lukzer may review information relevant to the complaint, which may include:

Order details
Payment records
Shipment and tracking information
Delivery records
Customer communications
Cancellation or return history
Replacement or refund records
Previous resolutions or goodwill provided
Other information reasonably relevant to the complaint

The purpose of escalation is to ensure that the matter receives an appropriate review and that a fair and consistent resolution is provided based on the available information.

Customers are encouraged to provide their order number and relevant supporting details when requesting an escalation so that the matter can be reviewed efficiently.

Lukzer will handle customer and transaction information in accordance with applicable privacy requirements and its applicable privacy policy.

We understand that customers may be frustrated when an order or service does not meet their expectations. Customers are encouraged to communicate their concerns clearly and respectfully so that our team can investigate the matter and provide appropriate assistance.

Lukzer does not require customers to refrain from exercising any lawful consumer rights or from providing genuine feedback regarding their experience.

However, abusive, threatening, harassing, discriminatory, or otherwise inappropriate communication directed toward Lukzer employees will not be tolerated.

Where such conduct occurs, Lukzer may take reasonable measures to protect its employees and maintain an appropriate communication environment. This may include restricting communication to appropriate written channels or requiring further communication to be handled through an appropriate escalation channel.

Such measures will not prevent Lukzer from addressing the underlying legitimate customer concern where appropriate.

Nothing in this policy is intended to limit, exclude, waive, or otherwise restrict any rights or remedies available to customers under applicable consumer protection laws or other applicable legislation.

Customers remain free to exercise any lawful rights or pursue any lawful remedy available to them.

Similarly, the existence of a complaint, legal notice, proposed legal action, or other formal communication does not automatically determine the amount or form of compensation that may be appropriate.

Lukzer will review the underlying facts and circumstances and respond through the appropriate channel.

Where applicable, any goodwill gesture or discretionary service recovery provided by Lukzer should not be interpreted as an admission of legal liability unless expressly stated otherwise in writing.

Lukzer may update this policy from time to time to reflect changes in its operations, services, applicable laws, marketplace procedures, or customer-service practices.

The latest version published on Lukzer's website will apply to matters handled after its effective date, subject to applicable law.

Our Commitment to Customers

We recognize that a customer's time, convenience, and expectations are important. Our objective is not merely to close complaints, but to identify genuine service failures, correct them wherever reasonably possible, and provide a fair and proportionate resolution.

If you have experienced a service issue, please contact our Customer Support Team with your order number and relevant details so that we can review the matter and assist you appropriately.