RETURNS & EXCHANGES POLICY
At Lux Lovely™, we stand behind the quality and integrity of the products we offer. As a multi-brand platform, our collections are fulfilled through a combination of Lux Lovely™, trusted brand partners, in-house, and select production providers. As a result, return eligibility, processing times, and conditions may vary.
We are committed to providing a simple, clear and consistent return experience. Please review the following return conditions before placing your order, as eligibility may vary by product.
RETURN ELIGIBILITY
We offer a 30-day return window for eligible merchandise. Return requests must be submitted within 30 days of delivery.
To qualify for a return:
- Merchandise must be unused, unworn, unwashed, and in its original condition.
- All original packaging, product tags, hygiene liners, protective seals, accessories, and components must remain intact, where applicable.
- Proof of purchase must be available or verifiable through our order records.
- Return requests must be submitted within the applicable return window.
All returns require prior authorization. Submission or preliminary approval of a return request does not guarantee a refund. Final eligibility is determined following review and, where applicable, inspection of the returned merchandise.
NON-RETURNABLE ITEMS
Certain merchandise is not eligible for return due to hygiene, safety, perishability, customization, or product-specific restrictions.
These items include:
- Perishable goods, including food, beverages, fresh flowers, and plants.
- Opened or used personal care, beauty, cosmetics, and hygiene products.
- Opened supplements and other opened ingestible products.
- Custom, personalized, or made-to-order merchandise.
- Merchandise expressly marked Final Sale or Clearance at the time of purchase.
- Hazardous materials, flammable liquids, and gases.
Additional product-specific restrictions may apply when clearly disclosed before purchase.
Regular promotional discounts do not automatically make merchandise Final Sale unless otherwise indicated.
Final Sale restrictions do not exclude remedies required by applicable law.
RETURN REQUESTS
The simplest way to request a return is through your customer account at:
https://account.luxlovely.com
Enter the email address used at checkout to receive a verification code. No password or previous account registration is required.
Once signed in, locate your order and submit a return request for the applicable items.
All requests are reviewed for eligibility before return instructions are issued.
If approved for return shipment, instructions and applicable shipping details will be provided by email. Processing times may vary.
Do not ship merchandise before receiving return authorization and the correct shipping instructions.
Orders containing merchandise from different brands or fulfillment partners may require separate return packages and labels. Each item must be shipped using its corresponding authorized return instructions.
Merchandise shipped using incorrect labels, sent to unauthorized addresses, or combined with items designated for another return facility may experience processing delays or be ineligible for a discretionary refund if applicable return requirements cannot be satisfied.
RETURN SHIPPING & RESTOCKING FEES
Approved customer-initiated returns for reasons such as preference, sizing, or change of mind are subject to a 10% restocking fee.
This fee is calculated on the actual purchase price paid for each returned item after applicable discounts, excluding taxes and original shipping charges.
When a prepaid return label is supplied, a return shipping label fee of $6.95 per package applies.
Returns involving multiple fulfillment partners may require separate packages, with the applicable disclosed label fee charged for each package.
Restocking and return shipping label fees will be deducted from the eligible refund following successful inspection and approval, where permitted by law.
Original shipping charges are nonrefundable for discretionary customer-initiated returns, except where required by applicable law.
Restocking and return shipping label fees will be waived for verified defective or incorrectly shipped merchandise when Lux Lovely or its fulfillment partner is responsible, and whenever required by applicable law.
RETURNED MERCHANDISE & INSPECTION
All returned merchandise is subject to inspection by Lux Lovely or an authorized fulfillment partner.
Items must satisfy the return conditions applicable to the original purchase.
Merchandise exhibiting signs of wear, use, washing, alteration, stains, odors, damage, missing tags, compromised hygiene seals, or other conditions inconsistent with our return requirements may be rejected.
If an item is found to be ineligible for return, the refund request may be denied. Any reported defects, fulfillment errors, or rights under applicable law will be considered before making a determination.
RIGHT TO DECLINE OR LIMIT RETURNS
Lux Lovely reserves the right, in its reasonable discretion and where permitted by applicable law, to decline, limit, or cancel a return or refund request that does not comply with the terms of this Return Policy.
This discretion may be exercised for reasons including, but not limited to:
- Failure to meet applicable return eligibility requirements.
- Merchandise condition or missing original components.
- Suspected fraud, abuse, or misuse of the return process.
- Product-specific restrictions disclosed before purchase.
- Final Sale or otherwise non-returnable merchandise.
Submission of a return request, preliminary acceptance of a return, issuance of a return shipping label, or receipt of returned merchandise does not independently guarantee that a refund will be issued.
Lux Lovely also reserves the right to request additional information, photographs, or other reasonable documentation; investigate potentially fraudulent return claims; and limit or refuse future discretionary returns in cases of repeated, excessive, fraudulent, or abusive return activity.
Return requests may be denied where sufficient information is unavailable to establish eligibility after reasonable review.
Nothing in this policy limits any rights or remedies available to customers under applicable law.
REFUNDS
Once eligible returned merchandise has been received, inspected, and approved, refunds will be issued to the original payment method, less applicable disclosed fees.
Please allow up to 14 days for return and refund processing. Additional time may be required for your bank or payment provider to post an issued refund.
EXCHANGES
We do not offer direct exchanges at this time.
To ensure the fastest and most seamless experience, we recommend placing a new order for your desired item and initiating a return for the original item, provided it qualifies under this policy.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon delivery.
If merchandise arrives damaged, defective, or incorrect, contact us as promptly as possible, preferably within 24 hours of delivery.
Include clear photographs of the merchandise, packaging, and any visible damage or discrepancies to help us investigate and resolve the issue.
We may request additional information or documentation reasonably necessary to evaluate the claim.
The recommended reporting period does not limit any rights or remedies provided by applicable law.
POLICY DISCLOSURE
This policy applies to purchases subject to the terms disclosed at the time of sale. Where permitted by applicable law, Lux Lovely may update its return policy for future purchases.
A written copy of our Return Policy is available upon request.
For assistance, please contact support@luxlovely.com.