Refund policy

Purchases online:

You can return an eligible order item to us within 14 days of receiving it. All product(s) must be returned in the original packaging, accompanied by any accessories and proof of purchase. Damaged, used, incomplete or soiled product(s) cannot be returned or exchanged. Any item that is returned in a damaged, used, incomplete or soiled condition will not be refunded. Any item which is returned without first requesting a return will not be accepted.

 

Non-returnable items:

Items purchased on ‘clearance’, ‘sale’ or, ‘promotion’ are final and no returns or exchanges will be accepted. Where eligible, refunds will be credited to the original method of payment.

 

Refunds, exchanges and store credits:

Once your order has reached us it will be verified. If the product meets our return conditions, you will be reimbursed to your original payment method or your exchange order will be processed less postage. In the instance of exchange for store credit, the cost of shipping will be waived. An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions. Please allow up to 14 business days for all returns and exchanges to be processed. If more than 15 days have passed since we’ve approved your return, please contact us at hello@luxtres.com

 

Cost of return postage:

In all instances, except where the return is deemed faulty or damaged, the cost of return postage is the responsibility of the customer. Returns must have tracking which is to be forwarded to Luxtrés.

 

Damage and defects:

All Luxtrés products are put through multiple quality control processes. Please inspect all orders on receipt and notify hello@luxtres.com immediately should you have concerns so we can evaluate and ensure you are happy with your delivery.  

 

Initiating a return:

To start the return of an online purchase or if you have more questions about returns, contact hello@luxtres.com with your full name, delivery address, order number, supporting photos where necessary and items you wish to return and how you would like to proceed [i.e. exchange/ store credit/ refund].

 

Purchase in store:

Luxtrés products purchased from www.luxtres.com may not be returned to a stockist or reseller. By the same token, a Luxtrés products purchased through a stockist or reseller may not be returned or exchanged through www.luxtres.com.