Refund policy

RETURN, REPLACEMENT & REFUND POLICY

 

Brand: LUXR
Company: Jewel Tech Solutions Pvt Ltd.

At LUXR, we are committed to delivering premium-quality products and an exceptional customer experience. If you are not completely satisfied with your purchase, please review our Replacement, and Refund Policy below.

1. Cancellation Policy

Orders may be cancelled only within 12 hours of placing the order.

To request a cancellation, customers must contact our support team at info@luxr.co.in within 12 hours from the time the order is placed.

Cancellation requests received after 12 hours of order placement will not be accepted, as order processing, production, or dispatch may have already commenced.

If the cancellation request is approved within the eligible period, a full refund will be processed to the original payment method within the applicable refund processing timeline.

LUXR reserves the right to refuse cancellation requests submitted beyond the permitted cancellation window.

2. Replacement Eligibility

We offer replacements under the following circumstances:

  • Wrong product delivered.

  • Incorrect size delivered compared to the order placed.

  • Product received in damaged condition.

  • Manufacturing defect detected upon delivery.

Replacement requests must be submitted within 5 days of delivery along with clear photos and videos showing the issue.

Once verified by our quality team, a replacement will be processed subject to stock availability.

If the same product is unavailable, store credit or an alternative solution may be offered at LUXR's discretion.

3. Non-Returnable & Non-Replaceable Items

The following products are not eligible for return, replacement, or refund:

  • Products purchased during clearance sales, flash sales, or special promotional campaigns.

  • Limited-edition products.

  • Customised or personalised products.

  • Gift cards or promotional vouchers.

  • Products damaged due to misuse, negligence, improper care, or normal wear and tear.

  • Products returned without original tags or packaging.

  • Custom-Made Italian Milled Garments: Shirts, trousers, and co-ord sets made from premium Italian milled fabrics are manufactured exclusively on a made-to-order basis for each customer. Due to the bespoke nature of these products, returns, replacements, exchanges, and cancellations are not accepted once the order has been confirmed. Exceptions apply only if the delivered product is damaged, defective, or materially different from the item ordered.

4. Replacement Process

To initiate a replacement request:

  1. Contact our customer support team at info@luxr.co.in within the eligible period.

  2. Provide:

    • Order number.

    • Registered email address.

    • Reason for replacement.

    • Supporting photos or videos (if applicable).

  3. Upon approval, return instructions will be shared.

Products sent back without prior authorisation may not be accepted.

5. Reverse Pickup & Return Shipping Charges

Defective or Incorrect Products

If the return is approved due to:

  • Manufacturing defect.

  • Wrong product delivered.

  • Damaged product received.

LUXR will bear the reverse pickup or return shipping cost.

Customer Preference Returns

If a return is approved for reasons such as:

  • Change of mind.

  • Size preference.

  • Style preference.

  • Ordering error by the customer.

6. Failed Quality Inspection

Products that fail our quality inspection may:

  • Be returned to the customer.

  • Be deemed ineligible for refund, replacement, or store credit.

The decision of LUXR's Quality Control Team shall be final.

Customers requesting re-dispatch of an RTO order must pay a reshipment fee of ₹180/- before the order can be shipped again.

7. Return-to-Origin (RTO) Orders

Orders returned to us due to:

  • Customer unavailability.

  • Incorrect address.

  • Refusal to accept delivery.

  • Failure to respond to courier communications.

will be classified as Return-to-Origin (RTO) orders.

Such orders shall not be eligible for free reshipment.

Customers requesting re-dispatch of an RTO order must pay a reshipment fee of ₹180/- before the order can be shipped again.

Shipping charges and courier fees associated with RTO shipments are non-refundable.

9. Fraud Prevention

LUXR reserves the right to deny replacement, exchange, or refund requests in cases involving:

  • Excessive return behaviour.

  • Suspected fraudulent activity.

  • Product tampering.

  • False claims regarding damage or defects.

10. Contact Us

For return, replacement assistance:

📧 Email: info@luxr.co.in

Company: Jewel Tech Solutions Pvt Ltd.
Brand: LUXR