Return policy
Return Policy
IMPORTANT: Products purchased on sale cannot be returned.
We strive to provide you with the highest quality products and service. We want to ensure that you are completely satisfied with every purchasae. Please read our return policy carefully, which explains our guidelines for refunds and exchanges.
1) Conditions for refunds
We only offer refunds in the following cases:
- Damaged or defective products: If you receive a damaged or defective product, please contact us within 30 days of receiving the item. We will refund or replace the product at no additional cost. Please note that it may take up to 10 business days for the amount to be credited to your bank account.
2) No refunds:
- We do not offer refunds for unwanted products or products that do not meet your personal preferences. It is important that you carefully check your purchase before completing your order. It is also not possible to cancel your order once it has been placed.
- It is not possible to cancel the order after purchase.
3) Exchange to a different size
If the customer has chosen the wrong size during the purchase, it is possible to request a different size within 12 hours of purchase — before the package has been shipped. After that, this is no longer possible.
IMPORTANT: Items vary in size depending on the brand. It is therefore possible that a larger size than the size ordered will be delivered to us.
Would you like to exchange an item for a different size after delivery? Then follow the instructions below:
a. Returning the product:
You must return the product in its original condition, with all labels and original packaging intact. Otherwise, a refund will not be possible. Products must be returned unwashed, suitable for resale, and with the original labels. We reserve the right to refuse a refund if items are not returned in accordance with this policy.
For the hygiene and safety of our customers, some products cannot be returned or refunded:
- Face and body products if the packaging has been opened, used, or the seal broken.
- Underwear whose hygienic seal has been broken or whose label has been removed.
b. Shipping costs:
The customer is responsible for the shipping costs of returning the item and for the costs of resending the replacement product. We recommend using a traceable shipping method to ensure that the item is returned safely.
c. Contact us:
Please contact our customer service department at info@luxora-home.com to start the exchange process. We will then provide you with further instructions and the necessary information.
4) Refund procedure
Once we have received and inspected the returned product and confirmed that it falls within our return policy, we will proceed with a refund using the same payment method as for the original purchase. It may take up to 10 business days for the refund to appear in your account.
5) Contacting us
If you have any questions or concerns about our return policy, or believe you are eligible for a refund based on the above criteria, please contact our customer service team at info@luxora-home.com.
We strive to provide excellent customer service and will do our best to respond to your questions and comments as quickly as possible.
We reserve the right to change this return policy at any time without prior notice. Therefore, please check this policy regularly for any updates.
Thank you for your purchase! We appreciate the trust you place in our products and service.