Refund policy

Refund policy

REFUNDS & RETURNS POLICY

By placing an order on luhxe.com, you agree to the terms outlined in this Refunds & Returns Policy, including all conditions related to cancellations, returns, refunds, shipping handling, pre-orders, and dispute resolution.

OUR COMMITMENT

At Luhxe, we want every customer to be satisfied with their purchase. This policy is designed to make refunds, returns, and cancellations as simple and stress-free as possible.

If you have any issue with your order, please contact us first at support@luhxe.com before opening a dispute with your bank — we will work to resolve the issue directly, quickly, and fairly.

ORDER CANCELLATIONS

You may cancel your order at any time before it has been fulfilled (before a shipping label has been generated and handed to the carrier).

  • Unfulfilled orders: Eligible for a full refund with no restocking fee.
  • Pre-orders awaiting stock: May be canceled any time before fulfillment for a full refund.
  • Fulfilled orders: Cannot be canceled once shipped. Please follow our return process after delivery.

To request a cancellation, email support@luhxe.com with your order number.

100% MONEY-BACK GUARANTEE
(DAMAGED, DEFECTIVE, OR INCORRECT ITEMS)

If your item arrives damaged, defective, or materially different from what you ordered, you are entitled to a full refund.

To qualify:

  • Claims must be submitted within 30 days of delivery
  • Clear photo or short video evidence may be requested
  • Claims must be sent to support@luhxe.com

Important:

  • Evidence is used to help our quality control process and is not intended as a gatekeeper for refunds.
  • Depending on the issue, we may issue a refund without requiring the item to be returned.
  • Refunds are typically processed the same business day after approval.

RETURNS OF NON-DEFECTIVE ITEMS

If you wish to return an item that is not damaged or defective:

  • Return requests must be submitted within 90 days of confirmed delivery
  • Items must be unused, in original condition, and in original packaging
  • Return authorization is required before sending anything back
  • Customers are responsible for return shipping costs

A 20% restocking fee may apply to non-defective returns.

The restocking fee does NOT apply to:

  • Damaged or defective items
  • Unfulfilled order cancellations
  • Delay-related cancellations covered under this policy

Returns sent without authorization may be delayed or refused.

SHIPPING DELAYS & DELIVERY ISSUES

We aim to deliver every order within our estimated shipping window.

If your order has not yet been fulfilled and you no longer wish to wait, you may request a full refund.

If your order has already shipped but tracking has not updated for more than 7 business days, you may choose:

  • A free replacement shipment
  • A full refund to your original payment method

If tracking is moving slowly but still progressing, we will continue monitoring the shipment and provide updates upon request.

REFUND PROCESSING

  • Refunds are issued to the original payment method used for purchase
  • Approved refunds are typically processed the same business day
  • Banks and payment providers may take 5–10 business days to reflect the refund
  • Refund confirmations will be provided by email

If you do not receive your refund within 10 business days after confirmation, please contact support@luhxe.com.

FINAL REFUND WINDOW

Refund requests may be submitted up to 120 days from the original order date.

Requests submitted beyond this period may not be eligible due to payment processor limitations.

ADDRESS ERRORS & RETURNED SHIPMENTS

Customers are responsible for providing a complete and accurate shipping address.

If a shipment is returned due to an incorrect or incomplete address:

  • We may offer reshipment (additional shipping charges may apply)
  • Refunds may be subject to a 20% restocking fee
  • Restocking fees may be waived in select good-faith cases

P.O. BOXES & SHARED DELIVERY LOCATIONS

Delivery to P.O. Boxes and shared delivery locations is not recommended due to carrier limitations and delivery risks.

If a package cannot be delivered to the provided address, please contact support@luhxe.com so we can assist with rerouting or resolution.

CONTACT US BEFORE DISPUTING

If you experience any issue with your order, including delayed delivery, damaged items, missing packages, or billing concerns, please contact us first at support@luhxe.com.

We respond within one business day and resolve the majority of concerns directly.

Opening a dispute or chargeback before contacting us may delay the resolution process.

PRE-ORDERS

By placing a pre-order:

  • You acknowledge the estimated shipping timeline displayed at checkout
  • Pre-orders may be canceled any time before shipment for a full refund
  • If timelines are extended significantly, customers may choose to continue waiting or request a refund

QUESTIONS

For questions regarding this Refunds & Returns Policy, please contact:

support@luhxe.com