Refund policy

One-Time Size Exchange Request

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at luxoraactive@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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

You can always contact us for any return question at luxoraactive@gmail.com. 

 

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 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 luxoraactive@gmail.com.

To request a one-time size exchange, please email us at luxoraactive@gmail.com with the following details:

  1. Order Number
  2. Name Used for the Order
  3. Mobile Number
  4. Item Details (including color and size of the item you wish to return/exchange)
  5. Reason for the Return/Exchange
  6. Photos or Videos to support your request and explain the reason
  7. Location

Providing complete information will help us process your exchange request more quickly.

By submitting your request, you acknowledge and accept our terms and conditions for return/exchange requests, which are outlined below.


Returns and Exchanges:

  • Sizing Issues:

    • Returns or exchanges for sizing can be made within 5 days of the delivery date.
    • Customers are responsible for arranging and covering the return shipping fee through Third Party Couriers.
    • Once we receive the returned item, we’ll ship the replacement via our Partner Courier. Please ensure the return shipping fee is prepaid, as we reserve the right to refuse returns with unpaid charges.

  • Damaged or Incorrect Items:

    • If an item arrives damaged or incorrect, we will arrange the return and send a replacement promptly at no additional cost.
    • Please note that we are not responsible for damage resulting from normal wear and tear. Refer to the list of acceptable damage claims [link to details].

Conditions for Returns:

  • Items must be in their original condition with all tags intact.
  • Products should be returned in their original packaging.

Exclusions:

  • Items discounted are final sale and not eligible for return or exchange.

We’re here to assist you! Feel free to reach out for any additional questions or clarifications.