Thank you for shopping at Luxhaya. We take pride in providing you with the highest quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.

Customers can return products within 15 days of receipt. Returns beyond this period may not be accepted.

In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 15 days of Order receipt with the following conditions:

• Items must be unaltered, unused, and in full sellable condition (or the condition in which they were received from us or our agents). Shoes must be in brand-new condition and without any damage.
• Items must be in their original packaging/box/dust cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached.
• The return must be accompanied by the original Order confirmation.
• Please note, that beauty items, grooming items, underwear, and earrings cannot be returned.
• Refunds will be made onto the original mode of payment and will be processed within 10 to 15 days depending on the issuing bank of the credit card.

Returns Process

To initiate a return for an exchange or refund, please email us at care@luxhaya.com stating your reason for return and attach images/video of the product, provide your order number.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return shipping fee:

Customers are responsible for the shipping costs of returning a product for a change of mind or exchange.

However, the company will be responsible for shipping costs for damaged or defective items.

Item Return Policies

Damaged Goods and Incorrectly-Fulfilled Orders

If you receive an item that is damaged or not the product you ordered, please arrange for the return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 15 days of receipt to qualify for a full refund. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call us at +1 (307) 284-4107.

Shoes

Shoe returns will only be accepted if the items are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, any type of damage, and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.

Non-Returnable Items

Beauty and grooming items (including skincare, fragrance, make-up, and haircare), underwear, face masks, earrings, candles, and vintage pieces cannot be returned. In addition, all furniture orders are final and non-returnable.

Packaging

Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

Gifted Items

Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.

Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchange Products:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Order Cancellations:

As long as the order has not been sent for picking and packing in our warehouse you can cancel your order. Please contact us as soon as possible if you wish to cancel. If the item has left our warehouse please wait for the item to arrive before organizing a return. Do note that once the order has left our warehouse, postage back to us will not be covered. You'll have to pay return shipping and there is no restocking fee.

Received the Wrong Product:

We follow careful order-picking procedures to ensure every product in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to care@luxhaya.com indicating your order details. We will, upon request, send you the correct item or issue a full refund.

We pride ourselves on the highest quality, luxury products at Luxhaya. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team from Mon - Saturday 11 am - 9 pm at +1 (307) 284-4107 and email care@luxhaya.com.

Customized items

Customized items can’t be canceled when we start processing. Please contact us at care@luxhaya.com to confirm the order process before canceling. We don’t accept order canceling once it’s in the process of shipping.

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 to 15 days business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at care@luxhaya.com.