Refund & Return Policy

At LuxeMart.online, customer satisfaction is our top priority. We are committed to providing you with a smooth, enjoyable, and worry-free shopping experience. We understand that sometimes a product may not meet your expectations, and in such cases, we want to ensure that returning, exchanging, or requesting a refund is simple, transparent, and fair.

This Refund & Return Policy outlines the terms, conditions, and procedures for returns, refunds, and exchanges of products purchased through our website. By shopping with us, you agree to the following policy.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in the same condition as received.
  • The item must be returned in its original packaging, including all tags, accessories, manuals, or promotional items (if any).
  • The return request must be initiated within 14 days of receiving the product.
  • Proof of purchase (order confirmation, invoice, or receipt) must be provided.

Please note that certain products are non-returnable for hygiene, safety, or legal reasons, including but not limited to:

  • Personal care products (cosmetics, skincare, beauty items, etc.)
  • Intimate apparel (lingerie, undergarments, swimsuits, etc.)
  • Perishable goods (food, beverages, flowers, etc.)
  • Customized, personalized, or made-to-order items
  • Digital goods, gift cards, and downloadable products

2. Return Procedure

If you wish to return an item, please follow these steps:

  1. Submit a Return Request: Contact our Customer Support team at support@luxemart.online within 14 days of receiving your order. Provide your order number, product details, and reason for return.
  2. Approval & Instructions: Once your request is reviewed, we will provide you with return instructions and the designated return address.
  3. Ship the Item Back: Pack the item securely in its original packaging. Ensure that the product is undamaged during transit. The customer is responsible for return shipping costs unless the product is defective, damaged, or incorrect.
  4. Inspection & Confirmation: Once we receive the returned product, our quality team will inspect it to confirm eligibility for a refund or exchange.
  5. Refund or Replacement: If approved, you will receive a refund, store credit, or exchange as per your request.

3. Refunds

Refunds will be issued in the original payment method used at the time of purchase, unless otherwise agreed. The timeline for refunds is as follows:

  • Credit/Debit Cards: 5–10 business days (depending on your bank)
  • UPI/Wallets/Net Banking: 3–7 business days
  • PayPal/International Payments: 7–14 business days

Please note: Shipping fees, handling charges, or cash-on-delivery fees (if applicable) are non-refundable unless the return is due to our error (defective, damaged, or incorrect item).

4. Exchanges

We are happy to offer exchanges for eligible items. If you wish to exchange a product for a different size, color, or variation, please specify your preference in your return request. Exchanges are subject to availability of stock.

  • If the requested item is unavailable, you may choose between receiving store credit or a full refund.
  • Exchange shipping charges may apply depending on the nature of the return.

5. Damaged, Defective, or Incorrect Items

If you receive a product that is defective, damaged during transit, or different from what you ordered, please notify us within 48 hours of delivery.

Steps for such cases:

  1. Contact us immediately at support@luxemart.online with your order number.
  2. Provide clear photos or videos of the product showing the defect/damage/incorrect item.
  3. Once verified, we will arrange for a replacement at no additional cost or process a full refund.

6. Cancellations

  • Orders can only be canceled within 12 hours of purchase, provided they have not been shipped.
  • Once shipped, cancellations are not possible, but you may initiate a return after receiving the order.
  • In case of cancellation before shipment, the full order value will be refunded to the original payment method.

7. Store Credits

In some cases, instead of a refund, you may choose to receive store credits which can be used for future purchases at LuxeMart.online.

  • Store credits are valid for 6 months from the date of issue.
  • Credits cannot be transferred, exchanged for cash, or extended beyond the validity period.

8. Responsibility for Return Shipping

Unless the return is due to our mistake (wrong, defective, or damaged item), the customer is responsible for return shipping costs. We recommend using a trackable shipping method and keeping proof of postage. LuxeMart.online will not be liable for items lost or damaged during return transit.

9. Exceptions

We reserve the right to decline a return or refund request in the following cases:

  • The product shows signs of wear, use, or damage caused by the customer.
  • The return request was made after the allowed 14-day period.
  • The product was purchased during a clearance sale or marked as “Final Sale” or “Non-Returnable.”
  • The product does not include all original packaging, accessories, or freebies.
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