Refund policy

Return & Refund Policy

Draft for merchant review — items marked [CONFIRM] require your decision before publishing.

1. Return Eligibility

We accept returns on eligible items within [CONFIRM: e.g. 7 or 14] days of the confirmed delivery date. To be eligible for a return, the following conditions must be met:

  • The item was purchased directly from Luxe By A (luxbya.com).
  • The item is unused, unworn, and in the same condition as received.
  • All original packaging, dust bags, authenticity cards, tags, and accessories are included and undamaged.
  • The item is not listed under the Non-Returnable Items section below.

2. Item Condition Standards

Because we deal in luxury goods, we apply strict condition standards on all returns. Upon receipt, returned items are thoroughly inspected. We will not accept returns where:

  • The item shows signs of use, wear, scent, or alteration not present at the time of delivery.
  • Original tags, authentication cards, or dust bags have been removed or are missing.
  • The original packaging has been damaged, written on, or discarded.
  • The item has been resized, repaired, or modified in any way.

Items that fail our inspection will be returned to the customer at their expense. [CONFIRM: Do you charge a re-shipping fee? State the amount or process.]

3. Return Window

Return requests must be submitted within [CONFIRM: number of days, e.g. 7 days] of the delivery date shown in your tracking information. Requests received after this window will not be accepted.

4. How to Request a Return

  1. Email us at [CONFIRM: your returns/customer service email address] with the subject line "Return Request – Order #[your order number]".
  2. Include your order number, the item(s) you wish to return, and the reason for return.
  3. Our team will review your request and respond within [CONFIRM: e.g. 2–3 business days].
  4. If approved, you will receive a Return Merchandise Authorization (RMA) number and return instructions. Do not ship items back without an approved RMA — unauthorized returns will not be processed.
  5. Pack the item securely in its original packaging with all accessories and ship it using a tracked service to the address provided.

5. Refund Timing

Once we receive your return and it passes our condition inspection, we will process your refund within [CONFIRM: e.g. 5–7 business days]. Refunds are issued to the original payment method used at checkout. Please allow additional time for your bank or payment provider to reflect the credit.

[CONFIRM: Do you offer store credit as an alternative to a cash refund? If yes, state terms.]

6. Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Personalized or custom-order items — including items engraved, monogrammed, or specially sourced at the customer's request.
  • Special-order and sourced items — items procured from external or third-party suppliers specifically for the customer's order.
  • Items marked as "Final Sale" or "Non-Returnable" on the product page at the time of purchase.
  • Gift cards.
  • [CONFIRM: Any other final-sale categories, e.g. fragrances, sealed items once opened, intimate accessories.]

7. Return Shipping Responsibility

[CONFIRM: Choose one option below and delete the others before publishing.]

Option A (Customer pays): Return shipping costs are the customer's responsibility. We recommend using a tracked and insured courier. Luxe By A is not responsible for items lost or damaged in return transit.

Option B (Label provided, cost deducted): We will provide a prepaid return label upon approval. The return shipping cost — [CONFIRM: AED amount] — will be deducted from your refund.

Option C (Free UAE returns): We offer complimentary return shipping for UAE orders. For international orders, return shipping is the customer's responsibility.

8. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us within [CONFIRM: e.g. 48 hours] of delivery:

  • Email [CONFIRM: customer service email] with your order number and clear photographs of the item and its packaging.
  • We will assess the issue and, at our discretion, offer a replacement, store credit, or full refund including original shipping costs.

Items damaged due to mishandling after delivery are not eligible under this provision.

9. Exchanges

[CONFIRM: Do you offer exchanges? If yes, describe the process. If no, state that exchanges are not available and customers should return the item and place a new order.]

10. Contact Us

For all return and refund enquiries, please reach out to us:

  • Email: [CONFIRM: customer service email address]
  • Response time: [CONFIRM: e.g. within 1–2 business days, Sunday–Thursday]
  • Website: luxbya.com

We appreciate your trust in Luxe By A and are committed to ensuring every purchase meets your expectations.