Return and Refund Policy
At Luxlaco, customer satisfaction is our top priority. We understand that sometimes a purchase may not meet your expectations, and we are committed to making the return and refund process as easy and straightforward as possible. This Return and Refund Policy outlines the steps you need to take to return an item and how we handle refunds. Please review this policy carefully to ensure a smooth experience.
1. Eligibility for Returns
a. Return Window:
You have 30 days from the date of delivery to return any eligible item purchased from Luxlaco. After 30 days, we are unable to accept returns or offer refunds. The 30-day return window begins from the day you receive your order, as indicated by the delivery confirmation.
b. Condition of Items:
To be eligible for a return, items must be in their original condition, unused, unwashed, and with all original tags and packaging intact. We cannot accept returns for items that have been worn, altered, or damaged after delivery. Please try on all items with care to avoid any potential damage.
c. Non-Returnable Items:
Certain items are non-returnable due to hygiene and safety reasons. These include:
- Intimate apparel (e.g., lingerie, underwear)
- Swimwear
- Final sale items
- Gift cards
Please check the product description for specific return eligibility before making a purchase.
2. How to Initiate a Return
If you wish to return an eligible item, please follow these steps:
a. Log in to Your Account:
Log in to your Luxlaco account on our website and navigate to the “Order History” section. Select the order containing the item(s) you wish to return.
b. Request a Return:
Click on the “Request Return” button next to the relevant item(s). You will be prompted to complete a return request form, including the reason for the return. Once submitted, you will receive a return authorization email with detailed instructions on how to proceed.
c. Prepare Your Return:
Pack the item(s) securely in the original packaging or a suitable alternative. Include any documentation, such as the packing slip or return authorization form, inside the package. Affix the prepaid return shipping label provided in the return authorization email to the outside of the package.
d. Ship Your Return:
Drop off your return package at the nearest authorized carrier location. Please retain the shipping receipt and tracking number for your records. Luxlaco is not responsible for return packages lost in transit without proof of tracking.
3. Refund Policy
a. Refund Processing:
Once we receive your returned item(s), our team will inspect them to ensure they meet the eligibility criteria outlined above. If your return is approved, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
b. Shipping Charges:
Original shipping charges are non-refundable, except in cases where the return is due to an error on our part, such as receiving a defective or incorrect item. In such cases, we will also cover the return shipping costs.
c. Partial Refunds:
In some cases, only partial refunds may be granted, such as when an item is returned in a condition that does not meet our return eligibility requirements (e.g., items with missing tags, damaged packaging). Luxlaco reserves the right to assess the condition of returned items and issue partial refunds at our discretion.
d. Store Credit:
If you prefer, we can issue your refund as store credit to your Luxlaco account, which can be used for future purchases. Please indicate your preference when requesting a return.
4. Exchanges
Luxlaco does not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above and place a new order for the desired item. We recommend placing the new order as soon as possible to ensure availability.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer support team within 7 days of delivery at support@luxlaco.com. We will work with you to resolve the issue promptly, either by offering a replacement or issuing a full refund, including shipping costs.
6. Contact Us
If you have any questions or need assistance with a return or refund, please contact our customer support team at support@luxlaco.com. We are here to help and ensure that your experience with Luxlaco is positive and satisfying.
Thank you for shopping with Luxlaco. We value your business and are committed to providing you with quality products and exceptional customer service.