REFUND POLICY

Effective Date: 28th November 2024

At Luxxaro, we prioritize customer satisfaction and ensure that every product meets our high-quality standards. While we do not offer refunds, we provide store credit for eligible returns under specific conditions. Please review our refund policy below to understand your options in case of issues with your purchase.

1. General Refund Policy

1.1. No Refunds: Luxxaro does not offer monetary refunds for any orders.
1.2. Store Credit Issuance: In cases where a return is approved (e.g., wrong item, damaged product), we issue store credit equivalent to the value of the returned product, excluding shipping fees.

2. Eligibility for Returns and Store Credit

2.1. Conditions for Return: Returns are only accepted under the following circumstances:

The product received is incorrect (different from the item ordered).
The product is damaged upon delivery.

2.2. Exclusions: The following are not eligible for returns or store credit:

Change of mind or personal preference.
Incorrect order placement by the customer.
Items damaged due to misuse, improper handling, or failure to follow care instructions.

2.3. Notification Window: Customers must notify us within 24 hours of receiving the product to initiate a return.

3. Documentation Requirements

3.1. Unpacking Video: An unpacking video is mandatory to verify any claims of damaged or incorrect items. The video must show the package being opened from its sealed state and clearly highlight the issue.
3.2. Photographic Evidence: In addition to the unpacking video, clear photos of the product and packaging may be requested to support the claim.

4. Process for Returns and Store Credit

4.1. Contacting Customer Support: To initiate a return, contact our customer service team at support@luxxaro.com within 24 hours of receiving your order. Include your order number, description of the issue, and required documentation (e.g., unpacking video).
4.2. Approval of Return: Our team will review your claim within 3-5 business days and notify you of the approval or rejection of the return.
4.3. Return Shipping Instructions: For approved returns, customers will receive instructions for shipping the product back to us.
4.4. Shipping Costs for Returns:

Customers are responsible for return shipping costs unless the error was on our part (e.g., wrong item sent).
Shipping fees are non-refundable.

4.5. Issuance of Store Credit: Once the returned item is received and inspected, store credit will be issued within 24hours.

5. Conditions for Store Credit

5.1. Validity: Store credit does not expire and can be used for any future purchases on our website.
5.2. Non-Transferable: Store credit is tied to the account used for the original purchase and cannot be transferred to another account or individual.
5.3. Exclusions: Store credit cannot be exchanged for cash or used in conjunction with other refunds.

6. Damaged or Defective Items

6.1. Verification: For damaged or defective items, the unpacking video must clearly show the product in its original packaging and highlight the damage. Claims without this documentation will not be processed.
6.2. Replacement Option: At our discretion, we may offer a replacement instead of store credit for damaged or defective items.

7. Cancellations and Refunds

7.1. Order Cancellation Policy:

Orders can only be canceled within 24 hours of placement.
Once an order is processed or shipped, cancellations are not possible.

7.2. Refunds for Canceled Orders: If a cancellation is approved, no monetary refund will be issued. Instead, store credit will be provided for the amount paid, excluding any payment processing fees.

8. Lost or Undelivered Packages

8.1. Responsibility for Lost Packages: Luxxaro is not responsible for packages lost due to incorrect address details provided by the customer.
8.2. Resolution for Undelivered Packages:

If a package is confirmed as lost by the carrier, store credit will be issued for the value of the order.
Claims for lost packages must be submitted within 30 days of the estimated delivery date.

9. Non-Returnable Items

The following items are non-returnable and do not qualify for store credit:

Gift cards and promotional items.
Custom or personalized products.
Clearance or sale items.
Items marked as “Final Sale” in the product description.

10. International Orders

10.1. Customs and Duties: Luxxaro is not responsible for delays, damage, or loss caused by customs inspections or regulations.
10.2. Return Shipping Costs: For international returns, customers are responsible for all return shipping costs, including customs duties or taxes.

11. Disputes and Resolution

11.1. Good Faith Resolution: In the event of disputes regarding returns or store credit, we encourage customers to contact us directly to resolve the matter amicably.
11.2. Governing Law: This policy is governed by the laws of the Province of Ontario, Canada.

12. Contact Us

For questions or concerns regarding this policy, please contact our customer service team:
Email: support@luxxaro.com