Return and Refund Policy

This policy is designed to ensure that you are clearly aware of our return and refund policies and procedures. By ordering from this store you accept the policies contained herein.

30-DAY RETURN 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. You’ll also need the receipt or proof of purchase( ex: screenshot of the transaction made on bank statement).

RETURN PROCESS

To start a return, you can contact us at support@luxelylight.com. If your return is accepted, we’ll send you the instructions on how and where to send your package.

We prioritize your satisfaction with our products. To ensure a hassle-free shopping experience, our return policy is designed to address specific scenarios:

  1. Damaged Products: We understand accidents happen during transit. If your product arrives damaged or in a defective condition, please contact our customer service. We will initiate a return process and provide you with a prepaid shipping label for the return.

  2. Defective Products: If you receive a product with manufacturing defects, we apologize for any inconvenience caused. Please reach out to our customer service, and we will guide you through the return process. Once we confirm the defect, a replacement or full refund will be issued.

  3. If the item received is not as described and materially differs from the product information shown on our website, please contact our customer service. We will initiate a return process and provide you with a prepaid shipping label for the return.

Cases where the order does not qualify for hassle free return:

While we offer free returns and full refunds for items that arrive damaged, defective, incorrect, or not as described, the customer is responsible for the return shipping cost when the return is requested for other reasons reasons, including the customer changed their mind after receiving the order or the customer no longer wants the item.

Return process for other reasons returns:

1. Contact our support team to request a return and receive return instructions.
2. If your return request is approved, send the item back to our return address in CHINA using a tracked shipping service.
3. Once the returned item arrives, our team will inspect it to confirm that it meets the conditions of our return policy.
4. If the return is approved after inspection, we will issue a refund to your original payment method. Refund process will be be automatically refunded on your original payment method within 5 days.

Thank you for understanding❤️

You can always contact us for any return question at support@luxelylight.com.


CANCEL ORDER PROCESS

If you change your mind about the order and want to cancel it, please contact us at 

support@luxelylight.com to cancel the order, you have an available time of 24 hours to send us an email to cancel the order and receive a refund.

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 custom products (such as special orders (with customized features on products) or personalized items( ex: customer’s logo or name imprinted on product). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on 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.


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 5 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@luxelylight.com.