LuxStore Refund and Returns Policy
Last updated: 13 October 2026
At LuxStore, we want you to be satisfied with your purchase. This policy explains how to request a return or refund and how we handle damaged, defective, or incorrect items.
1. Return Request Period
Customers should contact LuxStore within 7 days of receiving their order to request a return.
Please contact us before sending any item back. We will provide instructions on how to proceed with your request.
2. Conditions for Returns
For a return to be considered, the item should generally:
- Be unused and in the condition in which it was received.
- Include its original packaging, accessories, and any items supplied with the product, where applicable.
- Be accompanied by proof of purchase, such as an order confirmation or receipt.
Some products may be unsuitable for return for hygiene, safety, digital-delivery, or other legitimate reasons. Any applicable restrictions will be communicated where appropriate and will not remove rights that customers have under applicable law.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery.
Include your order number, a description of the issue, and clear photographs or other evidence where possible.
We will review your request and explain the available resolution. Depending on the circumstances and applicable law, this may include a replacement, repair, refund, or another appropriate solution.
4. Change-of-Mind Returns
LuxStore does not accept returns or offer refunds for change-of-mind reasons, including where a customer changes their preference, orders the wrong item, or no longer wants the product after purchase. Please review product descriptions, specifications, sizes, colours, and other details carefully before placing your order.
This policy does not apply to faulty, defective, damaged, incorrectly supplied products, or any situation where a return or refund is required by applicable law.
5. Sale Items
Sale and discounted items are eligible for return or other remedies if they are damaged, defective, incorrect, or otherwise covered by applicable consumer protection law.
Change-of-mind returns for sale items are not accepted.
6. Return Shipping Costs
Customers are responsible for return shipping costs for approved returns, including change-of-mind returns.
Please contact us before shipping anything back so that we can provide the appropriate return instructions.
Where applicable law requires LuxStore to cover return costs or provide another remedy, those legal requirements will apply.
7. Refunds
Once an authorised return has been received and assessed, we will notify you of the outcome.
If a refund is approved, we will explain how it will be processed and the expected timeframe. Refunds will generally be issued through the original payment method where possible, subject to payment-provider procedures and applicable law.
Processing times may vary depending on the payment provider or financial institution.
8. Exchanges and Replacements
If an item is damaged, defective, or incorrect, contact us to discuss a suitable resolution. A replacement or exchange may be offered where appropriate and available.
Please do not send an item back without contacting us first.
9. How to Request a Return or Refund
To request a return, refund, or replacement, email us at [email protected] with:
- Your name and order number.
- The date you received the order.
- The reason for your request.
- Photographs or supporting information, where relevant.
We will review your enquiry and respond with the next steps.
10. Contact Us
For questions about this policy or assistance with an order, contact:
LuxStore Customer Support
Email: [email protected]
11. Your Consumer Rights
This policy is intended to explain LuxStore’s normal returns process. It does not exclude or limit any consumer rights that cannot legally be excluded or limited under applicable law. Where the law provides a customer with additional rights or remedies, those rights will take precedence over any inconsistent term in this policy.