Delivery, Returns & Refunds

  1. Introduction
    • (“we” or “us”) are committed to providing you with a smooth online shopping experience. 
    • This policy sets out the basis on which we provide our service and he we deliver the products you purchase from our website. (“we” or “us”) are committed to providing you with a smooth online shopping experience. 
    • Please read the following carefully to understand how we will process deliveries. By visiting you accept and consent to the practices described in this policy.  
  2. Providing the Products
    • Delivery costs. Shipping charge is displayed at the time of your purchase, however, all relevant import duties, customs and sales taxes levied by the destination country shall be borne by the recipient. You shall pay all relevant duties and taxes to ensure that the parcel is released by the customs upon arrival at the destination country. You will be notified by Shipper on the duties and taxes payable and you shall pay Shipper directly during collection of the parcel.
    • Any delivery or collection dates or timings provided by LUXLABS  are estimates only. LUXLABS  shall not be liable for any loss, damage,cost or expense for any failure to meet any given delivery or collection date or timing, howsoever caused.
    • LUXLABS  and/or its agents reserve the right to require appropriate identification to be presented,at the time of delivery at your delivery address. All shipping must be received by the person matching the details in the shipping order.
    • We shall have no liability to you for any failure to deliver any product you have ordered or any delay in doing so or for any damage or defect to the product delivered that is caused by any event or circumstances beyond our reasonable control including natural disaster.
    • We do not deliver to multiple addresses for one order and are unable to deliver to Post Office boxes or forwarding addresses. To comply with customs clearing regulations, we will deliver your Order to a designated personal address.
    • Title and risk to the products shall be passed to you upon delivery.
    • Please inspect the product(s) upon delivery. If there is any damaged or incorrect product(s), please contact us within ten (10) calendar days of receipt Kindly refer to our Refund policy in Section 10 of the Terms of Use for further details.
  3. Returns. Subject to Section 5 below, LUXLABS  accepts returns (“Eligible Returns”) where:-
    3.1 the product delivered is damaged or defective upon delivery; or the product delivered is not the product ordered.
  4. Eligible Returns. All items returned must:
    • have a Return Merchandise Authorization (RMA), which should be requested via email [email protected] within ten (10) calendar days upon receipt; and
    • within 21 calendar days of delivery, be collected by authorized shipper, to allow easy identification and prompt processing. We offer free return shipping on your Eligible Returns when you return your package via our exclusive courier. Our exclusive courier will process your return on a Duty Delivery Paid (DDP) basis, meaning that you do not have to pay any import fees to return your package to us.
    • We regret to inform you that we cannot accept any returns of online purchases via our boutiques.
    • To request a RMA simply send email to our support center [email protected] with the Order number for which you wish to make a return. Include the item(s) and the reason for your return. Our customer service representative will contact you via email or through telephone within 3 business days upon submission of the RMA request and the approved RMA number will be sent to you with necessary shipping and customs documentation once the request has been processed. You will need to print all RMA documentation and contact authorized courier for collection. Collection must be made within 21 calendar days of receiving your order.
    • Product(s) must be returned to LUXLABS  in its original condition and unworn or unused, together with the original, certificate and packaging.
  5. Rejection of Return Request. LUXLABS  reserves the right to reject/refuse any returns if:
    • the product is damaged due to improper use or handling by recipient; 
    • the product is damaged or defective and the RMA is not requested within ten calendar (10) days of delivery in accordance with Section 2.1;
    • damage of the product is due to subjecting it to unusual or inadvisable physical, environmental or electrical stress; or
    • product has been modified without.
    • LUXLABS  reserves the right to return ineligible returns to you at your own cost.
  • Refunds 
    • If you are entitled to a refund under these terms we will refund you the price you paid for the products, by the method you used for payment you as soon as possible, after receiving and inspection of the returned product. 
  • Changes to Our Returns & Refund Policy

Any changes we may make to our return and refund policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our return and refund policy.

  • Contact 

Questions, comments, and requests regarding this return and refund policy are welcomed and should be addressed to support.

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