Returns and Refunds Policy

At Luxhaya, we provide a hassle-free return experience. You can return any item for a full refund within 30 days of delivery, no questions asked, provided that:

The items are unused, unaltered, and in their original sellable condition.
All returns include the original packaging, tags, and authenticity cards.
For hygiene and safety reasons, swimwear must be returned with the hygiene liner attached.
Should be accompanied by the original Order confirmation.
Orders placed using coupon codes will not be eligible for returns.

We request you to click pictures and videos of the product when initiating returns to support claim with evidence. As you would understand, these are expensive items, and we ship after thorough examination and quality control.

Please note that certain items are not returnable, and we will label the items non-returnable either in the item description page or at checkout, so make sure you verify this before you place your Order.

However, non-returnable items may still be returned to us if you accidentally received the wrong item in your Order, or if the item was received damaged.

Items can be returned by arranging collection from your delivery address in the UAE by either:

Contacting us by calling our customer care number: +971506788568 or
Logging into the My Account/Order History section of the Website and submitting an Order return request. or
Emailing our support team: care@luxhaya.com

Remember to complete and include the returns label you received with your Order package to avoid delays in processing your return. we will aim to process your return within 3-5 business days from us receiving the package back, and if accepted, the refund will be issued to your original form of payment, unless stated otherwise in these Terms of Service. If you do not have an Luxhaya account and placed the Order as a guest, you will need to register as a user to be able to request a return online.

We provide a flexible return policy to enhance your online shopping experience for added convenience. We do monitor the quantity of returns and reserve our right to either close your Luxhaya account or limit your ability to place future orders should your return behaviour violate our Returns Policy.

SHOES

Shoe returns will only be accepted if the shoes are in the condition they were receive in (brand-new) 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, or any type of damage or visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.

NON-RETURNABLE ITEMS

We don't accept returns for beauty and grooming products (including skincare, fragrance, make-up and haircare), lingerie, face masks, earrings, candles and vintage pieces.

EXCHANGES

Items can be exchanged by arranging collection from your delivery address and the following conditions apply:

You can exchange an item for a different size only if it's the same product.
The exchange order is only created after the return is approved.
If there are technical issues during order creation after the return, the customer will get store credits regardless of the original payment method.
On placing an exchange request the same can be cancelled at any point.
You can exchange an item only one-time.
Exchanges are only for eligible items with the same price or higher price and must be in returnable condition.
Orders placed using coupon codes will not be eligible for exchange.
Note: his feature is only available for UAE customers who are eligible for Size exchange as per above conditions.

DAMAGED GOODS AND WRONG ITEMS

If an item in your Order is received damaged or is not the item you ordered, you can arrange to return the item to us by following our returns process. The item must be returned to us in the same condition you received it in, within 7 days of delivery of the Order to you. Subject to being satisfied that the item was in fact damaged, we will issue you a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. We may replace the faulty item at your request and deliver to you a new item free of any delivery charge.

MANUFACTURING DEFECTS

If you received a defective item, certain items may benefit from a manufacturer's warranty. The details of the manufacturer's warranty will be included in the product packaging, inserts or accompanying documentation. Please reach out to our customer care to assist you if you believe your product has a manufacturing defect.

REFUND PROCESS

All items returned to us will be inspected. If we are satisfied with the condition of the item returned, we will process the return and notify you once a refund has been issued with the value of the refund.

Your refund will be paid back to you depending on your original payment method:

Credit or Debit Card payments are refunded back to the original payment card used to make the purchase (unless you opt for a refund in store credit, in which case the full refund value will be credited to your Luxhaya account to be applied to future purchases, to be used within 24 months from issue date);
Cash on delivery payments are refunded as store credit;
Store credit used on a purchase will be refunded back to you as store credit;
If you paid using a Delayed Payment Provider, your refund will be processed in accordance with the Delayer Payment Provider's terms; and
If you chose to pay with multiple payment methods, at our discretion we will prioritize certain payment methods over others. For example, if you paid using store credit and a credit card, the store credit amount used will be prioritized and refunded in full, before the remainder of the payment gets refunded to your credit card.
Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.

Store credit is valid for a period of 12 months from issue date.

For credit card refunds, it may take up to 14 days for your credit card provider or bank to process the refund and for the refund to be reflected on your card statement.

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Returns and Refunds Policy

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