Refund policy
At Luxnesty, your satisfaction is our top priority. We want you to be fully happy with your purchase. If anything does not look or feel right, please contact us at support@luxnesty.com, and we will do our best to resolve the issue.
By placing an order with us, you agree to all terms outlined below.
1. Cancellation or Modification
If you change your mind after placing an order, please email us at support@luxnesty.com with your order number and the requested changes. We will confirm once your request has been processed.
- Order cancellations are only accepted within 2 hours of placing the order. After this period, cancellations cannot be processed.
- A 20% management and transaction fee will be applied to all cancelled orders.
- Orders requiring design modifications may experience delays, especially during peak seasons.
- Personalized or custom-made orders enter production immediately after confirmation and cannot be modified or cancelled. Please double-check all details before placing your order.
By purchasing, you acknowledge and accept these conditions.
2. Replacement & Refund Policy
Our policy lasts 7 days from the date of delivery. If 7 days have passed since your order was delivered, we unfortunately cannot offer a refund or replacement.
At Luxnesty, we currently do not accept returns due to the customized nature of our products. However, we will gladly offer a free replacement for defective items.
You are eligible for a replacement or refund only if the item:
- Is significantly different from the product description or preview shown
- Arrives damaged due to manufacturing or shipping issues
- Is incorrect or not what you ordered
For other cases not listed above, we may offer a partial refund (excluding shipping fees).
Please note that a 20% variation in color or appearance may occur due to lighting, photography, or screen display differences.
How to File a Claim
To process your claim, please email support@luxnesty.com with the following information (required):
- Order number
- Clear photo or video of the defective product and packaging label
- If related to printing errors, include close-up images
- If related to size or placement issues, include a ruler or measuring tool in the photo
- Full delivery address
- Contact phone number
Our team will review your request. If approved, we will:
- Send a replacement at no additional cost, or
- Issue a full refund if replacement is not possible (including shipping fees where applicable)
We strongly recommend contacting us before returning any product. Unauthorized returns may not be eligible for a refund.
3. Incorrect Address Disclaimer
Luxnesty is not responsible for orders delivered to incorrect or incomplete addresses provided by the customer.
If an order is returned or delivered to the wrong address due to customer error, it may not be re-shipped automatically. In many cases, returned items may be donated and will not be returned to our warehouse.
Please note that replacements for address-related issues will not be free of charge. We strongly advise customers to carefully check their shipping details before completing checkout.
4. Low Quality Photo Disclaimer
If customers provide low-resolution, blurry, or improperly cropped images, Luxnesty is not responsible for the final product quality or outcome.
We strongly encourage customers to follow our photo guidelines to ensure the best possible printing results.
5. Late or Missing Refunds (If Applicable)
If you have not received your refund yet, please:
- Check your bank account again
- Contact your credit card company or bank (processing time may vary)
If you still have not received your refund after these steps, please contact us at support@luxnesty.com for assistance.
Customer Support
If you have any questions or need further assistance, please reach out to us at: support@luxnesty.com
We are always here to help and ensure you have the best experience with Luxnesty.