Return and refund policy

At our store, your satisfaction is our priority. We strive to ensure that your shopping experience is smooth and enjoyable. If for any reason you're not fully happy with your purchase, we offer a simple return or exchange process to make things right.

Order Cancellation and Modifications

If you need to cancel or alter an order, please reach out to us promptly via email at hello@luxans.com with your order number. You can make changes within 24 hours of placing your order.

Once this 24-hour window has passed, your order will be in progress, and no further modifications can be made.

If you cancel your order within this time frame, we will issue a full refund within 7 business days.

Returns and Exchanges

  • 30-Day Return Window: You have 30 days from the date you receive your order to return or exchange items.
  • We accept returns for both defective and non-defective items.
  • Exchanges are welcome.
  • No restocking fees.
  • Items must be new, unused, unopened, and in their original packaging.

To initiate a return, simply email us at hello@luxans.com for instructions.

Refund Policy

  • Processing Time: Refunds are typically processed within 7 business days after we receive and inspect your returned items.
  • Refund Method: Refunds will be issued to the original payment method. If you prefer a different payment method, please contact us directly at hello@luxans.com to arrange this change.
  • The applicable currency for this policy is GBP (British Pound Sterling).

If you have not received your refund within the expected timeframe, please contact us at hello@luxans.com.

Replacement of a Defective or Incorrect Item

If you receive an incorrect or defective item, we apologize for the inconvenience. To resolve the issue, please contact us at hello@luxans.com and include the following details:

  • Your order number.
  • A description of the problem.
  • Photos or videos as attachments.

Return Method and Fees

Returns are made by mail.

The return label is the responsibility of the customer. Please ensure you generate and provide your own return label.

Return Fees: Return shipping costs are the customer's responsibility.

Verification of Shipping Address

It is important to verify that the shipping address entered is correct. If an error is detected, contact us immediately at hello@luxans.com to request a correction.

Note: We cannot be held responsible for address errors provided by the customer or undeliverable packages due to incorrect or inaccessible addresses. If a package is returned to us, you may choose between a refund or reshipment.

Contact:

Shop Name: Luxans

Company Name: Lasmir Ecom Limited

Registration Number: 3327061

Email: hello@luxans.com

Phone: +447380983539

Address: 59 King Yip St, Kwun Tong, Hong Kong

Opening hours: Monday to Friday: 8:00 AM to 5:00 PM (GMT)

We do our best to respond to your email within 1 to 2 business days.