Refund policy
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 support@luxerouse.com. Please note that returns will need to be sent to the following address:
[ Location: Yudou District, Maoming City, Guangdong Province, CN
Detailed address: Haoyouji, Jiaoyulu 3 hao 26
Postal code: 525300]
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 support@luxerouse.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
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 support@luxerouse.com.
RETURN & REFUND
30 day money back guarantee
30 Day Return: We offer a 30 day money back guarantee. If you are not satisfied with our product and it is unopened, you can return it to us and get a refund.
Please Note: For health and hygiene reasons, we cannot offer refunds or exchanges if the products have been opened, worn or used. To request a return, please contact our customer support team (www.luxerouse.com ) to accept the return and get instructions on how to proceed.
A. Wrong product ordered
If you change your mind or realize that you have ordered an incorrect product, please contact our customer service (www.luxerouse.com ), we are able to modify or cancel your order before the product is dispatched from our warehouse.
If your product has already been shipped, we can no longer make changes.
B. Wrong product received
What if your incorrect order has already been shipped? Or what if there is an error in the product being shipped to you? There are 2 ways to save your money:
1. Please reject the package upon delivery and mark Return to Sender (RTS).
2. Please contact us within 48 hours of receiving the package, we will be happy to guide you through the return process.
C. Product not received
If your product was not delivered at all or was lost, please contact our customer service (support@luxerouse.com, we will investigate the matter with the logistics carrier, then arrange a replacement or refund as soon as possible. .
D. Damaged or defective product
If you have received a damaged or defective product, please contact our customer service (support@luxerouse.com) to clearly detail the problems you are having, we will replace or refund your order at our discretion.
We need you to return the faulty product and all accompanying accessories, with their original packaging.
For countries where adult products are banned:
Please note that we will try our best to help the goods pass customs, but we cannot guarantee it. Once the goods are detained, we cannot bear all losses.
If the return is due to the above reasons, the shipping cost can be borne by us.
E. Return due to personal reasons
If you want to return the product for personal reasons, please contact our customer service in advance to note this order and write your order number in the package. Please note that the shipping cost will be borne by you at this time.
The return address is:
Location: Yudou District, Maoming City, Guangdong Province, CN
Detailed address: Haoyouji, Jiaoyulu 3 hao 26
Postal code: 525300
F. About cancellation
Generally speaking, we will ship the order within 1-5 days after placing the order. If you apply to cancel the order before the order is shipped, we can give you the full order amount. If you apply to cancel the order after the order is shipped, we can try to intercept the logistics, but it is very likely that the interception will fail. If the interception fails, we cannot cancel the order.
G. Any other return request
If you still need help with any other return request, please contact our customer service ( support@luxerouse.com ), who will be happy to answer all your questions.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.