Refund policy
LUXENOR.STORE
30-Day Returns | Full Refunds | Replacement Support
At LUXENOR.STORE, customer satisfaction matters to us. If your purchase does not meet your expectations, we aim to provide a clear and fair return, refund, or replacement process.
1. 30-Day Return Window
You may request a return within 30 days of the date your order is delivered.
To begin a return, contact our customer support team with your order number and the reason for your request. Our team will provide the applicable return instructions.
2. Return Eligibility
For standard returns, items should generally be:
In their original condition.
Unused and, where reasonably possible, in their original packaging.
Accompanied by proof of purchase or a valid order number.
Certain products may be subject to additional restrictions for hygiene, safety, or legal reasons. Any applicable restrictions will be communicated as required by law.
These standard conditions do not limit any rights you may have regarding items that arrive damaged, defective, incorrect, or materially different from their description.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as reasonably possible.
Include your order number and a description of the issue. Photographs may help us assess the matter more quickly, but we will not require evidence that applicable law prohibits us from requiring.
Depending on the circumstances, we will offer an appropriate resolution, which may include:
A replacement at no additional product cost.
A full refund.
Another remedy required by applicable law or agreed upon with you.
We will not charge you return shipping for an item confirmed to be damaged, defective, or incorrectly supplied when the issue is our responsibility, subject to applicable law.
4. Full Refunds
Once your return is approved and any required return assessment is complete, we will issue a full refund for the returned item, including the original standard shipping charge where required by applicable law or where the return is due to our error.
For eligible change-of-mind returns, original shipping charges and return shipping costs may be non-refundable or payable by the customer, where permitted by law and disclosed before the return is completed.
Refunds are generally issued to the original payment method. Your bank or payment provider may require additional time to post the funds after we initiate the refund.
We will notify you when your refund has been processed.
5. Replacement Policy
If you receive an item that is damaged, defective, incorrect, or otherwise eligible for replacement, contact our support team.
Where a replacement is approved:
We will confirm the replacement details with you.
We will not charge an additional product price for the approved replacement.
We will provide shipping instructions and estimated delivery information.
If a suitable replacement is unavailable, we will offer a refund or another appropriate remedy.
You will not be required to accept store credit instead of a refund where a refund is legally required.
6. Return Shipping
For returns caused by our error, including confirmed damaged, defective, or incorrect products, LUXENOR.STORE will cover reasonable return shipping costs or provide an appropriate prepaid return method where applicable.
For eligible change-of-mind returns, the customer may be responsible for return shipping costs, where permitted by law.
Please contact us before sending any item back. Unauthorized or incorrectly addressed returns may cause processing delays.
7. Non-Returnable Items
Where permitted by applicable law, certain items may not be eligible for change-of-mind returns, including:
Products clearly identified as final sale.
Personalized or custom-made products.
Sealed hygiene-sensitive products that have been unsealed after delivery.
Items that cannot lawfully be returned for health, safety, or other legal reasons.
These exclusions do not remove your legal rights if a product is defective, damaged, incorrect, or otherwise covered by mandatory consumer-protection laws.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible. We will attempt to cancel it before processing or shipment.
Once an order has been dispatched, cancellation may no longer be possible. In that case, you may request a return under this policy and applicable law.
9. Late or Missing Refunds
If you have not received your refund after we confirm it has been processed:
Check your original payment account.
Contact your bank or payment provider to ask whether the refund is pending.
If the refund is still missing, contact us with your order number and refund confirmation details.
We will help you investigate the issue.
10. How to Request a Return or Refund
Please email us with:
Your order number.
The item you wish to return.
The reason for your request.
Any relevant photographs or supporting details, if applicable.
Our team will review your request and explain the next steps.
Our Promise: We aim to handle returns, refunds, and replacements fairly, professionally, and as promptly as reasonably possible.