Returns & Exchanges
At Luxiaur™, your satisfaction is our priority. If you're not completely delighted with your purchase, we're here to make the return or exchange process as seamless as possible.
Please review the policy below before submitting a return or exchange request.
Change-of-Mind Returns
We accept change-of-mind returns within 21 days of the date your order is delivered.
Eligible returns may receive a refund (excluding original shipping costs) or an exchange, provided the following conditions are met.
Return Eligibility
To qualify for a return, your item must:
- Be unused, unopened, and in its original condition.
- Include all original packaging, accessories, tags, and inserts.
- Be accompanied by an approved Return Merchandise Authorization (RMA).
Items that have been used, opened, damaged, or returned without all original components may not qualify for a refund and may be returned to you at your expense.
Return shipping costs are the customer's responsibility.
To request an RMA, please contact hello@luxiaur.com with:
- Your order number
- The item(s) you wish to return
- The reason for your return
Exchanges
Exchanges may be requested within 21 days of your order's delivery.
To be eligible, products must remain:
- Unused and unopened.
- In brand-new condition.
- In their original packaging.
Items may be exchanged for another product of equal or lesser value.
Customers are responsible for exchange shipping costs unless the exchange is required due to a manufacturing defect or shipping damage.
Every returned item is carefully inspected before an exchange is approved.
For your protection, we recommend taking photographs of your item before shipping it back. If corresponding with our support team, please include your order number and the name of the representative assisting you.
Damaged or Faulty Products
Every Luxiaur product undergoes a thorough quality inspection before leaving our facility.
If your order arrives damaged or defective, please contact us within 24 hours of delivery by emailing us at hello@luxiaur.com.
Please include:
- Your order number
- Clear photographs of the product
- Photos of the shipping box and packaging
- A brief description of the issue
If your claim is approved, we'll arrange a replacement whenever possible. If a replacement is unavailable, a full refund will be issued. Reasonable return shipping costs will also be reimbursed upon receipt of valid proof of postage.
If a manufacturing defect develops during the applicable warranty period, our team will assess your claim and provide the appropriate solution in accordance with our Limited Warranty & Quality Promise.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
If approved:
- Refunds are issued to the original payment method.
- Original shipping charges are non-refundable unless required by applicable law.
- We may reduce the refund amount if the returned product shows signs of use or handling beyond what is reasonably necessary to inspect it.
- Refunds may be held until the returned item has been received or valid proof of return shipment has been provided.
Return Shipping
To ensure your return reaches us safely:
- All returns must be sent using a tracked shipping service.
- Returns without valid tracking are shipped entirely at the sender's risk.
- Luxiaur cannot accept responsibility for parcels lost in transit without verifiable tracking.
- Shipping and insurance costs are non-refundable.
Important Information
Please note:
- Returns submitted without an approved RMA may be refused.
- For hygiene reasons, silk pillowcases, sleep masks, and similar personal-use products must remain unopened and sealed in their original packaging to qualify for return or exchange.
- If an order is returned to us due to an incorrect shipping address or unsuccessful delivery attempts, reshipping charges will apply before the parcel can be dispatched again.
Contact Us
WE'RE HERE TO HELP
If you have any questions regarding returns, exchanges, or refunds, our Sleep Care Experts are happy to assist.
Email: hello@luxiaur.com
