Refund policy

 

At Luxe Strap, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations, which is why we have a comprehensive refund policy in place to ensure you can shop with confidence. Please read the following information carefully to learn more about our cancellation, return, and refund processes.

 

Cancellation Policy:

You can cancel your order within 12 hours of placing it for a full refund to the original payment method. After this time frame, we are unable to cancel the order.

Return Policy:

You have 15 days from the delivery date to request a refund for eligible items. To initiate a return, visit our returns centre at http://luxestrap.returnscenter.com or click the "returns centre" option at the bottom of this page.

All refunds are accepted during this time.

Follow the instructions, select the items you want to return, and wait for approval. Once approved, you will receive a confirmation email with shipping guidelines.

Items must be returned in unused and resalable condition, in their original packaging with all tags intact, and within 15 days of delivery.

Non-Refundable Items:

Gift cards and discounted items are non-refundable.

Damaged Item:

If you receive a damaged or faulty product, please contact us immediately at info@luxe-strap.com. Luxe Strap is committed to ensuring customer satisfaction, and in the event of a damaged item, we will replace the product free of charge. To facilitate the replacement process, please provide clear photographs of the damaged product and packaging, along with a detailed description of the issue.

Exchange Policy:

We allow exchanges for eligible items within the same 15-day window as our return policy. To initiate an exchange, please visit our returns centre at http://luxestrap.returnscenter.com or click the "returns centre" option at the bottom of this page.

Follow the instructions, select the items you want to exchange, and wait for approval. Once approved, you will receive a confirmation email with shipping guidelines.

All exchanges are subject to availability, and items must be returned in unused and resalable condition, in their original packaging with all tags intact, and within 15 days of delivery. Once the returned item is received and inspected, the replacement item will be shipped to you. Please note that any returns associated with exchanges will need to be shipped back at the buyer's expense, unless the reason for the exchange is due to a damaged or faulty product.

Refund Options:

We offer refunds to the original payment method or store credit (if applicable).

Shipping Costs:

Any returns will need to be shipped back at the buyer's expense.

Refund Processing:

Once your returned item is received and inspected, you will be notified via email about the approval or rejection of your refund request. If approved, the refund will be processed within 5-7 working days.

Missing/Unreceived Orders:

For items that have been shipped but not marked as "delivered," Luxe Strap will open an investigation after 45 days of the items being outstanding. This policy specifically applies to items that are shipped but have not been marked as delivered or received by the customer. If an item is still outstanding for over 45 days, a refund will be issued to the customer.

In cases where items are marked as "delivered" but have not been received, we will only issue refunds or replacements if the customer has filed a police report for stolen parcels and provided a copy to our customer service team. The police report must be filed and submitted to Luxe Strap within 15 days of the delivery date. Please email a copy of the police report to info@luxe-strap.com to initiate the investigation process.

Additional Queries:

If you have any other queries regarding returns or refunds, feel free to reach out to us at info@luxe-strap.com.