Refunds &
Returns.

1. Return Eligibility

Customers may request a return where the product is eligible under the applicable return terms of the purchase. Products should be returned in appropriate condition and with the relevant order information.

2. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective or different from what you ordered, please contact our Support team as soon as reasonably possible. Please provide your order number and a clear description of the issue. Supporting photographs may be requested to help us review the claim.

3. How to Request a Return

Contact LUXENIVION Support with your name, order number, email address and reason for the return. We will review the request and, where eligible, provide instructions for the next steps.

4. Return Shipping

Responsibility for return shipping may depend on the reason for the return. Where a product is confirmed to be defective, damaged in transit or incorrectly supplied, the appropriate resolution will be determined after review. For other returns, applicable return-shipping costs may be the customer's responsibility.

5. Refunds

Once an eligible returned product has been received and reviewed, an approved refund will be processed to the original payment method where reasonably possible. The time for the refunded amount to appear may depend on the payment provider or financial institution.

6. Refund Exclusions

A return or refund may not be approved where a product has been damaged through misuse, improper handling, unauthorized modification or other circumstances outside the applicable return terms. Eligibility is assessed based on the circumstances of each request.

7. Order Cancellation

If you need to cancel an order, contact LUXENIVION Support as soon as possible. Cancellation may not be possible after an order has entered processing, fulfilment or dispatch.

8. Exchanges

Exchanges may be considered depending on product availability and the circumstances of the request. Contact Support before returning a product to confirm the available option.

9. Unclaimed or Undeliverable Orders

If an order is returned to the sender because delivery could not be completed, contact Support so that the available resolution can be reviewed. Additional delivery charges may apply where permitted and appropriate.

10. Contact Us