Refund policy
At Luxnesty, customer satisfaction is our highest priority. We want you to love your purchase. If for any reason something does not meet your expectations, please contact us at support@luxnesty.com, and our team will be happy to assist you.
By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined below.
1. Order Cancellation & Modifications
If you wish to cancel or modify your order, please email us at support@luxnesty.com with your order number and the requested changes. Our team will confirm once your request has been processed.
- Cancellation requests are only accepted within 2 hours of placing the order. After this period, we are unable to guarantee cancellation.
- A 20% processing and transaction fee will be deducted from all approved cancellations.
- Orders requiring design modifications may experience delays, especially during peak or holiday seasons, as additional processing time is required.
- Due to the personalized nature of our products, orders enter production quickly and cannot be modified once processing begins. We strongly recommend reviewing all details carefully before completing your purchase.
By placing an order, you agree to these conditions.
2. Refunds, Returns & Replacements
Our refund and replacement policy is valid for 7 days from the date of delivery. After 7 days, we are unable to offer refunds or exchanges.
Because most of our products are custom-made, we do not accept returns under any circumstances. However, we will gladly offer a replacement for items that are defective or damaged.
We only issue refunds or replacements when the issue falls under one of the following categories:
- The item is significantly different from the description or preview shown at the time of purchase
- The item arrives damaged due to manufacturing or shipping errors
- The item received is incorrect or not what was ordered
For all other cases, only a partial refund (excluding shipping fees) may be issued at our discretion.
Please note: slight variations in color (up to approximately 20%) may occur due to lighting during photography or differences in screen displays, and are not considered defects.
To file a claim, please email support@luxnesty.com with the following:
- Order number
- Clear photos or video of the defective product AND packaging label
- For printing errors: photos clearly showing the issue
- For size or placement issues: a ruler or measuring tool included in the image
- Full shipping address
- Contact phone number
Our team will carefully review your request. If approved, we will send a replacement at no additional cost. If a replacement is not feasible, we may issue a full refund for the eligible product, including shipping fees.
We strongly recommend contacting us before returning any item. Unauthorized returns that do not meet our policy conditions may not be eligible for a refund.
3. Incorrect Shipping Address Disclaimer
Luxnesty is not responsible for orders delivered to an incorrect address provided by the customer.
- If an order is returned or delivered incorrectly due to an address error, replacements or reshipments will not be provided free of charge.
- Please ensure all shipping details are accurate before completing your order.
- Returned items may be donated and will not be restocked or re-shipped automatically.
4. Photo Quality Disclaimer
Customers are responsible for submitting high-quality images for customized products.
- If submitted photos are blurry, cropped, or of insufficient quality, we are not liable for the final print outcome.
- The final result will reflect the quality of the files provided.
To ensure the best results, we strongly recommend following all photo submission guidelines provided on our product pages.
5. Delayed or Missing Refunds (If Applicable)
If you have not received your refund yet, please follow these steps:
- Recheck your bank account
- Contact your credit card company or bank, as processing times may vary
- If the issue persists, please contact us at support@luxnesty.com
We are committed to assisting you until your issue is resolved.
Customer Support
For any questions or assistance, please contact us at:
Our support team is here to help and ensure you have the best experience possible with Luxnesty.