1. Return Eligibility & Conditions

You may return most unused, unopened items within **30 days of delivery** for a full refund or exchange, provided:

• Items are in their original, unused condition with all tags, packaging, and labels intact.
• Products are not damaged, worn, or altered in any way.
• Return requests are submitted within 30 days of the delivery date.

Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-made or personalized products (e.g., engraved, monogrammed items).
• Hygiene products, underwear, or items that cannot be resold for health reasons.
• Final sale or clearance items (marked as "Final Sale" on the product page).

2. Return Scenarios

When You Received the Wrong Product

• Contact us immediately at vip@luxionis.com with your order number and photos of the incorrect item.
• We will arrange a pre-paid return label and send the correct product at no additional cost, or process a full refund if preferred.

When You Changed Your Mind

• You may return unused items within 30 days for a refund (excluding original shipping costs).
• Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item, defective product).
• Once we receive and inspect the returned item, we will process your refund within 5–7 business days.

3. Refund Information

Lost Package

• If your package is lost in transit, we will initiate a trace with the carrier.
• If the package cannot be recovered, we will offer a full refund or send a replacement at no cost to you.

Damaged Product

• Inspect your order upon delivery. If you receive a damaged or defective item, contact us within 7 days with photos of the damage and packaging.
• We will arrange a pre-paid return label and process a full refund, replacement, or repair, depending on your preference.

Refund Processing

• Refunds are issued to the original payment method within 5–7 business days after we receive and inspect the returned item.
• Original shipping costs are non-refundable unless the return is due to our error.

4. Exchange Policy

• You may exchange an item for a different size, color, or style within 30 days of delivery, provided the item is unused and in original condition.
• Contact us to request an exchange. We will provide a return label and reserve your desired item once the return is initiated.
• Additional shipping costs may apply for exchanges, depending on the new item’s weight and destination.
• If the requested exchange item is out of stock, we will offer a refund or suggest a similar alternative.

5. How to Initiate a Return

1. Contact our customer service team at vip@luxionis.com with your order number and reason for return.
2. Wait for our response with a return authorization number and pre-paid shipping label (if applicable).
3. Pack the item securely in its original packaging, include the return form, and attach the label.
4. Ship the package and keep the tracking number for your records.
5. Once received, we will inspect the item and process your refund or exchange within 5–7 business days.

6. Exceptions

• We reserve the right to refuse returns that do not meet our eligibility criteria or are submitted after the 30-day window.
• Custom or personalized items cannot be returned or exchanged unless they are defective or shipped in error.

7. Changes to This Policy

We may update this Return & Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.

8. Contact Us

For questions about returns, exchanges, or refunds, please contact our customer service team:

• Email: vip@luxionis.com