WE WANT YOU TO FEEL GOOD ABOUT YOUR PURCHASE.
If an eligible item is not right for you, our suggested voluntary return window is 30 calendar days from the date of delivery. Mandatory rights to cancel, reject defective goods, or obtain remedies remain intact regardless of this policy.
ELIGIBILITY FOR CHANGE-OF-MIND RETURNS
Items should be in resalable condition: not worn beyond reasonable try-on, washed, altered, or damaged after delivery. Include original accessories, labels, and protective packaging where reasonably possible. Footwear should be tried on indoors. Product-specific exclusions must be disclosed before purchase and must comply with applicable law.
HOW TO START
1. Email info@luxevia.store within the applicable return window.
2. Provide the order number, item(s), and reason for the request.
3. For a defect, wrong item, or transit damage, attach photographs if possible.
4. Wait for the return instructions and approved destination.
5. Pack the item securely and retain your return tracking receipt.
Do not send returns to our general mailing address without instructions.
ITEMS THAT MAY BE EXCLUDED
Subject to local law, custom-made or personalized items, certain hygiene-sensitive products once unsealed, and clearly identified non-returnable goods may be excluded from voluntary change-of-mind returns. An exclusion never removes remedies for goods that are defective, misdescribed, or otherwise nonconforming.
RETURN POSTAGE
For an ordinary change-of-mind return, the customer may be responsible for return postage if this was disclosed before purchase and is lawful. If we supplied the wrong item or goods are faulty, we will cover reasonable return costs where required by law. We will communicate the applicable arrangement before you ship anything.
EXCHANGES
If you need a different size or color, contact support. Exchanges depend on stock and fulfillment feasibility. Where a direct exchange cannot be arranged, we may offer a return and a new purchase, without limiting statutory rights.
REFUND TIMING
After approval, refunds are ordinarily initiated to the original payment method within 5–10 business days, or sooner if law requires. Your bank or card provider may take additional time to post the credit. Applicable statutory withdrawal rules may set different deadlines and permit withholding until goods or proof of return are received.
SHIPPING CHARGES AND PARTIAL REFUNDS
Original delivery charges are refunded when required by applicable law. Premium delivery upgrades may be treated differently where lawful. Any proposed partial refund for diminished value or a mutually agreed remedy will be explained before processing.
DEFECTIVE OR INCORRECT ITEMS
Tell us what happened, including the order number and any helpful photos. Depending on the situation and legal requirements, the remedy may be repair, replacement, price reduction, or refund. We will not require you to waive statutory protections.
HELP WITH YOUR RETURN
info@luxevia.store