Here at Luxie, we pride ourselves in providing high quality products to all of our customers. For that reason, your satisfaction and happiness is our top priority, even in the process of returning or exchanging our products. If you are not feeling completely satisfied with your purchase for any reason, please return it for a refund or exchange within 30 days after your confirmed delivery.
To initiate the return/exchange process, please reach out to us at firstname.lastname@example.org.
Here are some more key points of our return policy:
Unauthorized Returns: Return shipping charges will be charged to your account for unauthorized returns so please make sure to contact us at email@example.com before returning anything.
Return Shipping Costs: Return shipping costs are covered by the customer. Once our team provides instructions on the process, please submit tracking information to us for the shipment. Communicating tracking information to us will allow for a more seamless and quicker refund/exchange process.
Refunds: Once your item(s) are received, we will process a refund. Refunds are only allowed to be returned to your original method of payment. Refunds typically reflect within 2-5 business days. In some cases, we will allow refund amounts to be issued in the form of a Luxie gift card.
Exchanges: You can request an exchange within 30 days of delivery confirmation for your order. Once we receive your return item(s), we can process an exchange for equal or lesser value item(s), based on the amount of your original order.
Restocking Fee: If the product(s) returned are found to be used, opened, or not in original condition with original packaging, your return will be subject to a 25% restocking fee. So do make sure to pack your returns with care.
* Please note our criteria for evaluating our returns is subjective and can depend on a case to case basis.
Shipping Cost Refund: Original shipping and return shipping charges are non-refundable unless it was a result of our own error. If you have reason to believe that it is an error on our part, please contact firstname.lastname@example.org so we can follow up with the issue appropriately.
Warranty Coverage: Any manufacturing defects are only exchangeable under warranty. Please see our manufacturing warranty page for more information.
Reward Points: Any Reward points earned for product(s) being returned will be deducted from your account.
Damaged, Lost, or Stolen Orders?
If you added Route Protect at checkout, simply go to https://claims.route.com to begin the process. You will need your email address and your Route or Luxie Order Number.
Route Claims Policies
Packages Marked As Delivered (Stolen)
- File claims no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (Lost)
- File claims no earlier than 7 days and no later than 30 days from the last update (US/Canada)
- File claims no earlier than 20 days and no later than 30 days from the last update (International)
- File claims for damaged items with photos of the package and item (required), within 24 hours of receiving your order.
If you have more questions on our return policy, feel free to check out our FAQ page. You can also reach out by email us at email@example.com.