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Return to shopAt Luxsun, we want you to be completely satisfied with your purchase. We understand that sometimes an item might not be exactly what you expected, and we aim to make the return process as straightforward and fair as possible. This policy outlines all the conditions and steps required for a return or exchange.
To qualify for a return or exchange, the following conditions must be met:
Return Window: The return request must be initiated within 30 days from the date your order was delivered.
Condition: The product must be unused, free from damage, and returned in the exact condition it was received.
Original Packaging: All returns must include all original packaging, accessories, and tags attached.
Damaged/Defective Items: If you received an item that is defective, damaged, or incorrect due to our error, this must be reported to us within 48 hours of delivery, accompanied by clear photos for verification.
We cannot accept returns, and refunds will be denied, if:
The return request is made after the 30-day window has closed.
The product shows visible signs of wear, damage, alteration, or misuse caused by the customer.
The product is missing the original packaging, tags, or accessories.
The item was clearly marked as Final Sale or Non-Returnable at the time of purchase.
The item is damaged during the return transit due to insufficient or improper packaging by the customer.
Customer is responsible for purchasing and arranging the return shipping label and costs.
All returned items must be securely re-packed and sent back with a valid tracking number. Returns shipped without a proper tracking label may be delayed or lost, and we cannot take responsibility in such cases.
To initiate a transparent and efficient return, please follow these steps:
Initiate Return: Contact our support team at contact@luxsun.shop with your order number, the product name, and the specific reason for the return.
Confirmation: Our team will review the request against the eligibility criteria and confirm the return authorization via email.
Prepare & Ship: Securely package the item (including all original tags and packaging). Affix the appropriate return label (either prepaid by us or arranged by you).
Inspection: Once we receive the returned package at our facility, the item will be inspected within 1 business day.
Notification: You will be notified via email regarding the approval status of your return.
Refunds (If Approved): If the return is approved, your refund will be processed within 10 business days of the approval date. The funds will be automatically credited to your original method of payment.
Exchanges: We accept exchanges for both defective/damaged products and non-defective reasons (e.g., preference for a different color).
Defective Exchange: Handled and shipped at no cost to you.
Non-Defective Exchange: Available if the original item is in unused condition. You may be responsible for the shipping costs associated with sending the original item back to us.
We are committed to fairness and clarity in all return scenarios. We promise:
For all questions related to returns, exchanges, or tracking your refund status, please contact us:
Business Name: Luxsun
Email: contact@luxsun.shop
Phone: +1 (669) 480 1743
Business Hours: Monday to Saturday (9AM to 5PM) (GMT-05:00) Eastern Standard Time (New York)
Business Address: 233 E Colonial Dr, Hanford, CA 93230, United States