At LuxeMartt, our mission is to offer you a luxurious and seamless shopping experience. We stand behind the quality of our products and want you to be completely satisfied. If, for any reason, you are not fully happy with your purchase, this policy describes how you can return items and request a refund or replacement.
1. Eligibility for Returns & Refunds
1.1 Return Window
Eligible items may be returned within 30 calendar days from the date of delivery. Returns requested after this period may be considered at our discretion and may result in partial or no refund.
1.2 Product Condition
To qualify for a refund, the item must:
- Be in its original, unused condition and accompanied by all original packaging (boxes, tags, labels, accessories, manuals).
- Not be damaged, worn, washed, or altered in any way.
1.3 Non-Returnable Items
The following items are non-returnable unless they are defective or mis-shipped:
- Gift cards
- Final sale items (marked clearly on the product page)
- Customized or personalized products
- Underwear or lingerie (due to hygiene concerns)
- Health or beauty products once opened
2. How to Initiate a Return
2.1 Contact Customer Support
To begin, reach out to our support team within the 30-day window:
- Email: support@luxemartt.shop
- Provide your order number, reason for return, and attach photos/videos (if applicable—e.g., for a damaged item).
2.2 Return Authorization (RMA)
Once your request is reviewed, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions for returning your item. Please do not ship your return without an approved RMA, as we cannot accept unauthorized returns.
3. Return Shipping & Costs
3.1 Who Pays for Return Shipping?
- If the return is due to a defect or incorrect item, we will cover the return shipping cost and provide a prepaid shipping label.
- If the return is for any other reason (e.g., change of mind), the customer is responsible for shipping costs. We recommend using a trackable and insured shipping service, as we are not liable for items lost or damaged in transit.
3.2 Return Label & Instructions
Upon approval, you’ll receive:
- A return shipping label (if applicable)
- Return address details
- Packaging and shipping guidelines
4. Inspection & Refund Processing
After we receive your returned item, our team will inspect it to verify condition and eligibility.
- Inspection timeframe: Up to 7 business days from receipt
- Approved returns: Refunds are processed to the original payment method within 5–10 business days of approval
- Partial refunds: May apply if the item shows signs of use, missing components, or damage not due to our error
- Refund timeframe: Please allow 3–7 additional days for your bank or payment provider to post the refund
5. Damages, Defects & Wrong Items
Should you receive a damaged, defective, or wrong item:
- Report it within 48 hours of delivery
- Include clear photographs/video evidence (packaging included)
- We will replace the item or issue a full refund (including shipping costs)
6. Exchanges
We do not process direct exchanges. To exchange an item, please:
- Return the original item following the process above
- Place a new order for the desired replacement item
7. Late or Missing Refunds
If your refund hasn’t appeared after the indicated processing time:
- Check your bank account or payment provider
- Contact your bank or payment provider—processing times may vary
- If the issue persists, contact our support team: support@luxemartt.shop
8. Order Cancellations & Pre-Delivery Changes
8.1 Order Cancellation
You may cancel your order within 12 hours of placement, provided it has not been shipped. Cancellations after this window cannot be guaranteed.
8.2 Address or Item Changes
If you need to modify or cancel an order before shipping, contact us immediately with the order number and requested change.
9. Legal Rights & Variations by Region
Consumers in certain jurisdictions (e.g., the EU) are granted a 14-day cooling-off period under consumer protection laws. In these cases, you may be eligible to return purchases within 14 days without stating a reason, as long as they remain unused and in original packaging.
Important: This policy does not override any statutory consumer rights.
10. Gift Purchases
If your item was purchased as a gift:
- The return process remains the same
- Refunds are issued to the original payment method
- If you would prefer store credit instead, please contact support to inquire about alternative options
11. Contact Information & Support
For any questions or assistance with returns, please reach out:
- Email: support@luxemartt.shop
- Phone: +1 (929) 242–6868
- Mailing Address:
LuxeMartt Customer Support
123 Fifth Avenue, New York, NY 10160, USA
12. Policy Updates
LuxeMartt reserves the right to modify this return & refund policy at any time. Effective date of this version: August 30, 2025. Continued use of our services implies acceptance of any updated terms. We encourage you to review this policy periodically for the most current information.