Refund and Returns Policy

We want you to feel confident when shopping at luxozashop.com. If something isn’t right with your order, we are committed to providing prompt resolution and support.

1. Order Cancellation and Amendments

You may request to cancel or amend your order before it has been processed for fulfillment.

  • Time Limit: Please contact us within 12 hours of placing your order to request any changes or cancellations.
  • Finality: Once packaging and logistics preparation have begun (typically after the 12-hour window), your order cannot be cancelled or changed.

2. Our 30-Day Returns Guarantee

you may return the item for a refund or store credit under the following conditions:

  • Return Window: The return must be initiated within 30 days of the date you received the item.
  • Condition: The item must be unused, unworn, and returned in its original condition and packaging.
  • Return Shipping: The customer is responsible for all return shipping costs.

3. Refunds and Replacements (Our Responsibility)

We offer a full refund or a free reshipment under the following conditions:

  • Item Not Received: Your order did not arrive within the guaranteed delivery time of 45 days (this excludes our standard 1-3 day processing time).
  • Incorrect or Damaged Item: You received the wrong item, or the item arrived damaged or defective.

4. Refunds Not Available If:

We are unable to offer a refund or reshipment if:

  • Delivery Issue: The order did not arrive due to circumstances within your control (e.g., providing an incorrect or incomplete shipping address).
  • Unavoidable Delay: The order was delayed due to exceptional and unavoidable circumstances beyond our control (e.g., customs inspection delays, severe weather events, or natural disasters).
  • Warranty Expiry: The item damage falls outside the terms of our 60-Day Limited Warranty (e.g., accidental breakage or misuse).

5. How to Initiate a Return or Refund Request

To ensure a smooth process, all returns and refund requests must be handled via email:

  • Submission: Please email us at info@luxozashop.com to submit your request.
  • Action: You must wait for us to issue a Return Merchandise Authorization (RMA) number and provide the exact return shipping address before mailing any item. Do not ship the item without prior authorization.
  • Timeline: For items not received, you may submit a refund request within 15 days after the 45-day delivery window has passed.