Returns & Refunds
By completing your purchase, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy prior to checkout.
If you are not entirely satisfied with your purchase, you may request a return subject to the conditions outlined below.
This policy is provided in addition to your statutory consumer rights.
Bespoke and made-to-order items cannot be returned or exchanged.
Returns & Exchange
A return request must be submitted within fourteen (14) days of the confirmed delivery date.
To be eligible for a refund, the return must meet all of the following conditions:
- The return request is made within 14 days of delivery
- The item is shipped to the designated return address provided by Customer Care
- The item is received at the warehouse in new, unused condition
Luxxo operates multiple international fulfillment facilities. All returns must be shipped to the original warehouse of dispatch, which may be located outside the customer's country of residence.
The customer is responsible for arranging and paying for return shipping unless the item is defective or incorrect.
Returned items must be in new, unused condition with all original tags, labels, and packaging intact.
Bedding items cannot be returned if they
- Have been washed
- Have been used
- Carry strong odours (perfume, detergent, smoke, etc.)
- Are bespoke or made to order
Return Process
To initiate a return, please email Customer Care at info@luxxo.co to obtain your RMA number.
Your RMA will typically correspond to your order number. Please include this number inside your parcel.
Important: The RMA number identifies your parcel. It is not a prepaid shipping label.
The customer must provide a valid tracking number once the return shipment has been dispatched.
Refunds cannot be issued for parcels that are not received at the designated return warehouse.
We strongly recommend using a trackable shipping service, as Luxxo is not responsible for lost return shipments.
We do not charge restocking fees. If customs authorities impose import charges to release a returned parcel, the exact documented cost may be deducted from the refund.
Refunds
Refunds are processed only after the returned merchandise has been received and inspected at the designated return warehouse.
If the return is not completed, not shipped, or not received, no refund obligation is triggered.
Please allow at least seven (7) days from receipt of the returned goods for processing.
Depending on your payment provider, refunds may take an additional 1–2 billing cycles to appear on your statement.
You will receive email confirmation once your return has been processed.
Please Note
- Customs duties or import charges paid directly to government authorities are not refundable by Luxxo.
- All returns must be shipped to the original warehouse of dispatch.