We are committed to your satisfaction. This policy outlines how we handle returns, ensuring a fair and transparent process for all our customers.
1. Return Window
We offer a 14-day return window for eligible items. You may return qualifying products within 14 days of the delivery date for a full refund.
2. Eligible Returns (Returnable Items)
To be eligible for a return, items must be in their original, new, and unused condition, with all original tags, packaging (such as dust bags and boxes), and protective materials intact. The item must show no signs of wear, use, or alteration.
3. Non-Returnable Items
Due to their nature, the following items cannot be returned:
- Any item showing signs of wear, use, or alteration.
- Personalized or monogrammed items.
- Gift cards.
- Items marked as “Final Sale” or “Clearance.”
4. Return Shipping
We make returns for eligible items simple and free.
- Free Return Shipping: We cover all return shipping costs for eligible items within the United States.
- No Restocking Fees: We do not charge any restocking fees for approved returns.
- Prepaid Return Label: Once your return is approved, we will provide you with a prepaid return shipping label.
5. Refund Process
Our refund process is straightforward and transparent.
- Refund Method: Refunds are issued to your original payment method.
- Processing Time: Please allow 3-5 business days for us to process your return after we receive it at our facility.
- Confirmation: You will receive an email confirmation once your refund has been processed.
- Bank Processing: Please note that it may take your bank or credit card company an additional 2-5 business days to post the refund to your account.
6. Exchange Policy
If you wish to exchange an eligible item, the process is handled as a return. Please return the original item for a full refund and place a new order for the product you would like instead.
7. How to Start a Return
- Contact Us: To initiate a return, please contact us within 14 days of receiving your order.
- Provide Details: Email us at support@luxbrandy.store with your order number and the reason for the return.
- Receive Label: Once approved, we will email you a prepaid return shipping label and instructions.
- Pack & Ship: Securely pack the item(s) in the original shipping box if possible and drop the package off at the designated carrier location.
8. Return Conditions
For a return to be accepted, items must be sent back:
- In their original, unused condition with all tags attached.
- With all original packaging, dust bags, and components.
- Including any promotional “gift with purchase” items.
9. Incorrect, Damaged, or Defective Items
If we make a mistake, we will make it right.
- Report Promptly: If you receive an incorrect, damaged, or defective item, please contact us within 48 hours of delivery.
- Provide Photos: Include your order number and clear photos of the issue (e.g., damage to the item, the wrong bag received, the packaging it arrived in).
- Resolution: We will immediately work with you to provide a replacement (if available) or a full refund. In these cases, we will cover all associated shipping costs.