Refunds & Returns Policy

By placing an order on luhxe.com, you agree to this Refunds & Returns Policy, including the terms covering pre-orders, estimated delivery windows, order cancellations, returns, the 100-Day Quality Guarantee, refund timelines, and dispute resolution. Please read it before you check out. You confirm your agreement to these terms at the time of purchase.

At a Glance

What	Window	Resolution
Change or cancel a standard order	Within 8 hours of ordering	Full refund; after 8 hours the order moves to fulfillment
Cancel a pre-order	Any time before it ships	Full refund
Item damaged in transit or wrong item received	Report within 7 days of delivery	We'll arrange a replacement.
Product defect (materials or workmanship)	100 days from delivery — 100-Day Quality Guarantee	Replacement or, if unavailable, a refund; genuine defects only (exclusions apply)
Change-of-mind return	Request within 30 days of delivery	At Luhxe's discretion: partial refund, store credit, a discount to keep the item, or a full refund on return; return shipping paid by customer
Refund processed by us	Usually same business day after approval	To original payment method
Refund posts to your account	5–10 business days	Depends on your bank or card provider

Our Commitment

We want you to be happy with your order. If anything goes wrong — a delay, a damaged item, a missing package, or a billing question — contact us first via luhxe.com/pages/contact. We reply within 24 hours and resolve the large majority of issues the same day.

Pre-Orders and Estimated Delivery

Many Luhxe items are sold as pre-orders, or ship within an estimated fulfillment window of up to 60 days from your order date.

The expected timeline is shown clearly on the product page and at checkout before you pay. By placing your order, you acknowledge and accept that timeline.

While your order is within its stated fulfillment window, or while tracking shows it in transit, it is in progress. We'll keep you updated and you can check status any time by contacting us via https://luhxe.com/pages/contact.

You can cancel a pre-order at any time before it ships for a full refund.

If a timeline is extended significantly, we'll do our best to notify you, and you can choose to keep waiting or take a full refund.

Order Changes and Cancellations

You can change (address, size, or item) or cancel a standard order within 8 hours of placing it, for a full refund. To do so, go to https://luhxe.com/pages/contact as soon as possible , selecting “Change or Cancel order” as the Reason for Contact; add additional details needed.

After 8 hours, your order is handed to our logistics partner for fulfillment and can no longer be changed or cancelled on request. If your order later runs past its estimated delivery window, your options are covered in our Shipping Policy.

Pre-orders are an exception and may be cancelled any time before shipment.

Promotional and Sale Pricing

Discounts, promotional pricing, limited-time offers, and similar offers apply only to the original order on which they were used. If an order is cancelled or refunded, any promotional pricing associated with it does not carry over and is not reinstated, transferable, or redeemable on a future order. New orders are subject to current pricing and any applicable promotions available at that time.

Damaged in Transit or Wrong Item

If your order arrives damaged from shipping, or you received the wrong item, let us know within 7 days of delivery. This short window lets us file carrier claims and correct order errors while they're still resolvable.

Go to https://luhxe.com/pages/contact and select "Damaged, defective, or wrong item" as the Reason for Contact. We'll ask for a photo or short video, and we'll arrange replacement options. In most cases there's nothing to send back.

Genuine product defects that appear during normal use are covered separately, and for longer — see the 100-Day Quality Guarantee below.

100-Day Quality Guarantee

We stand behind the quality of what we make. If your item develops a defect in materials or workmanship under normal, intended use within 100 days of delivery, we'll make it right.

What's covered: defects in materials or workmanship that affect how the product functions, under normal and intended use.

How we'll make it right: a replacement, a partial refund if you'd prefer to keep the item, or — where a replacement isn't available — a full refund. The appropriate remedy depends on the situation, at Luhxe's discretion. You'll be left with a working product or a refund.

What's not covered:

Normal wear and tear

Accidental, impact, or liquid damage; drops; misuse or mishandling

Unauthorized repair or modification

Damage from not following the product's care or use instructions

Change of mind or buyer's remorse (see Returns of Non-Defective Items)

Slight variation in color, finish, or measurement between screens and physical products

To make a claim: go to https://luhxe.com/pages/contact, and select “Guarantee Claim” as the Reason for Contact; add additional details needed. We'll reach out for a photo or short video of the issue. The guarantee applies to the original purchaser, is non-transferable, and is limited to one approved claim per order.

Returns of Non-Defective Items (Change of Mind)

Changed your mind? You can request to return an item that isn't damaged or defective within 30 days of delivery.

Items must be unused, in original condition, and in original packaging.

Return authorization is required before sending anything back; we'll provide the correct return address after approval.

Returns sent without authorization may be delayed or refused.

Return shipping to a U.S. location is the customer's responsibility.

Resolution is at Luhxe's discretion and may include a partial refund, store credit, a discount to keep the item, or a full refund once the returned item is received and inspected.

Shipping Delays and Delivery Issues

If your order is delayed, never ships, or tracking stalls, your refund and replacement options are covered in our Shipping Policy.

Refused, Unclaimed, and Returned-to-Sender Shipments

You're responsible for providing a complete and accurate shipping address. A package may be returned because it was refused, the address was incomplete or incorrect, it went unclaimed, or repeated delivery attempts failed.

If the failure was our fault (for example, an address we entered incorrectly), you pay nothing — choose a full refund or a free reshipment.

If the failure was customer-caused (an incorrect or incomplete address you provided, a refused delivery, or an unclaimed package), you can choose one of two options once the package situation is resolved:

Reship it — we'll send it out again, with reshipping costs covered by you.

Refund — we'll refund the price of the product. Shipping costs (both the original shipping and the cost to return the package to us) aren't refundable, since these were already paid to the carrier.

If you choose a refund, we process it once the returned package has been received and inspected at our warehouse, or the carrier has confirmed the package is lost or will not be delivered. While a package is still in transit — even if tracking shows an exception or "undeliverable" status — it may still complete delivery, so refunds aren't issued until its return or non-delivery is confirmed.

We don't recommend delivery to P.O. boxes or shared delivery locations due to carrier limitations.

Refund Processing

Refunds are issued to the original payment method used for purchase. Approved refunds are typically processed the same business day. Your bank or card provider may take 5–10 business days to post the credit to your account. We email you a confirmation when your refund is issued. If you don't see your refund within 10 business days of our confirmation, go to https://luhxe.com/pages/contact, and select “Order Status or tracking” as the Reason for Contact; add additional details needed - we'll reach out and trace it with you.

Final claim window. Each type of request has its own window, shown in the table above. The longest is the “100-Day Quality Guarantee” — 100 days from delivery. Requests submitted after the applicable window has closed may not be eligible.

Before You Open a Dispute

If you have any problem with your order — a delay, a damaged item, a missing package, an unrecognized charge, or any billing concern — we ask that you contact us first at https://luhxe.com/pages/contact before filing a dispute or chargeback. It's almost always the fastest way to a resolution: we respond within 24 hours and resolve the vast majority of cases within a few days.

Give us a chance to help. We ask for a short window, about 7 business days from your first message, to investigate and resolve the issue. We resolve most cases well within that time.

One resolution per order. Each order is entitled to a single resolution. If we've already issued a refund or replacement, please don't also file a chargeback for the same transaction.

Charges from Luhxe appear as 'The PocketPharma Store LLC’ or ‘SP LUHXE’ on your statement.

To support banks and card networks in resolving disputes accurately, we retain order confirmations, checkout acknowledgments, delivery estimates, tracking records, delivery confirmations, and support correspondence, and may provide them when a dispute is filed on an order that was delivered, remains within its fulfillment window, was refused or unclaimed, or has already been refunded or replaced.

Nothing in this section removes any protection available to you under applicable law or your cardholder agreement. It simply describes the process we ask you to follow first so we can help you faster.

Changes to This Policy

We may update this Refunds & Returns Policy at any time, at our discretion, to reflect changes in our practices, products, or legal and operational requirements. When we do, we'll revise the "Last updated" date below, and the revised policy takes effect as soon as it's posted on this page.

It's your responsibility to review this policy before placing an order. The version in effect at the time you place your order governs that order, and by placing an order you accept the policy as posted at that time.

Questions

For any questions regarding this Refunds & Returns Policy, please contact us at https://luhxe.com/pages/contact. We're happy to help.

Last updated: July 10, 2026