Refund policy
Return Policy
At Lubrel, we want you to feel confident when placing an order with us. Tian Ying Express Inc., trading as Lubrel, provides a 30-day return period for customers in the United States, Australia, the United Kingdom, Europe, and selected international destinations we currently support. This allows you to request a return for eligible items within 30 days after delivery.
1. Eligibility for Returns
To be eligible for a return, items must be:
- In the same condition as received — unused, undamaged, and in their original packaging
- Accompanied by proof of purchase (such as your receipt or order confirmation)
2. How to Request a Return
To start a return:
- Contact us at info@lubrel.com with your order details
- Our team will provide return instructions, including where the item should be sent
Important: Items returned without prior approval or without following our return instructions may not be accepted.
3. Return Shipping Costs
For approved returns, return shipping arrangements will be provided based on the destination and return circumstances.
- For change-of-mind returns, return shipping costs are generally the responsibility of the customer and may be deducted from the refund
- Customers will be informed of the applicable deduction before the refund is processed
4. Damaged, Faulty, or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, please contact us immediately at info@lubrel.com.
We will review the issue promptly and provide instructions for a suitable resolution, including a replacement or refund where applicable, at no additional cost to you.
5. Order Cancellation
Orders may be canceled free of charge within 2 hours of being placed.
After 2 hours, a processing fee of 35 EUR / 40 USD / 60 AUD or the equivalent amount in your local currency may be charged.
Orders cannot be canceled after shipment or after 24 hours, whichever comes first.
If you need to cancel your order, please send your request as soon as possible to info@lubrel.com.
6. Non-Returnable Items
The following items are not eligible for return:
- Opened or used products
7. Exchanges
We do not provide direct exchanges.
If you would like a different item, please:
- Return your original item following the return process above
- Place a new order for the replacement item
8. Refunds
Once we receive and inspect your returned item:
- We will notify you whether your refund has been approved
- If approved, the refund will be processed to your original payment method within 10 business days
Please note that depending on your bank or card issuer, it may take additional time for the refund to appear in your account.
If more than 15 business days have passed after your refund approval and you have not received your refund, please contact info@lubrel.com.
9. Summary
| Return Window | 30 days from delivery |
| Restocking Fee | $0.00 (No fee) |
| Return Shipping (Faulty) | Free of charge |
| Exchange | Return original item and place a new order |
| Return Shipping (Change of Mind) | May be deducted from refund |
10. Contact Information
Legal Business Name: Tian Ying Express Inc
Trading Name: Lubrel
Physical Address: 2555 Kensington Rd, East Meadow, NY 11554, United States
Phone: +1 316 369 1276
Email: info@lubrel.com
Support: Monday – Friday: 9:00 AM – 6:00 PM