RETURNS & EXCHANGES
We would really appreciate your reason for returning the order, as it would help us to improve our products and service.
Luxtra's Refund Policy
We accept returns within 14 days of receipt.
To be eligible for a return, your item must be unused and in the same condition that you received it, with all tags still attached. All returns should be sent back to us with the dust bag and in their original packaging & carton. Please ensure when returning the parcel that the LUXTRA gift box is properly protected with the brown box provided. Returns that are damaged may not be accepted and may be sent back to the customer.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable) such as:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
Delayed refunds (if applicable)
If you haven’t received a refund, first check your bank account.
Please then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only full priced items may be refunded, unfortunately sale items cannot be refunded.
We are happy to offer an exchange on your order. Please send an email to email@example.com stating the item for which you would like to exhange your purchase.
If the item was marked as a gift when purchased and was delivered directly to you, please contact firstname.lastname@example.org.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will issue a refund to the gift giver who will be notified of the return.
To return your product, please contact us at email@example.com stating in the subject line: "RETURN OF ORDER".
We will then be in touch with the next steps.