Return Policy
We want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return within 30 days of receiving your item.
To start a return request, please contact our support team and include the following information:
- Your order number or email you use when order
- Product image you receive
- The reason for the return
After your request is approved, our customer service team will provide return instructions and the return address. Once you have sent the item back to our address, please take a picture of the shipping label.
Return conditions:
- Items must be unused, unworn, and unwashed
- Items must include all original tags and packaging
- Items must be returned in the same condition they were received
Items returned without prior approval may not be accepted.
Refund Policy
After receiving and inspecting your returned item, we will notify you regarding the approval of your refund.
If approved, refunds will be issued using your original payment method.
Refund processing times:
- PayPal refunds: 3-5 days
- Credit or debit card refunds: 7–14 business days
Please note that original shipping costs (if have) are non-refundable unless the return is caused by our error.
Exchange Policy
If you would like to exchange an item for a different size, color, or product, please contact us within 14 days of receiving your order.
Once the exchange request is approved, you will receive instructions on how to return the original item.
Exchange conditions:
- The item must be unused and in its original condition
- The customer is responsible for return shipping costs for exchanges unless the item is defective or incorrect
After we receive the returned item, the replacement product will be processed and shipped.
Order Cancellation
Can I cancel my order?
Yes, orders can be canceled. However, cancellations must be requested within 24 hours of placing the order.
If you request a cancellation after this time, the order may already be processed or sent to the warehouse for fulfillment.
Please note that a management, processing, and transaction fee of 25% of the total order value may be applied to cancellation requests.
To request a cancellation, please contact our support team as soon as possible.
Shipping Costs for Returns
If the return is caused by the customer (such as ordering the wrong size or changing their mind), the customer is responsible for the return shipping costs.
If the return is due to a defective product, damaged item, or an incorrect item sent by us, we will cover the return shipping costs.
Processing Time
Please allow 3–6 business days after we receive your returned item to inspect and process the return, refund, or exchange.
Contact
If you have any questions about returns, refunds, exchanges, or cancellations, please contact our support team via email: support@theluxive.com for assistance.