Returns
Returns
We offer a 30-day return policy from the moment you receive your order.
Our policy lasts for 30 days from the delivery date. If 30 days have passed since the delivery of your order, unfortunately, we cannot offer a refund or exchange.
To be eligible for a return, your item must be in the same condition as when you received it. It must also be returned in its original packaging. Please note that we do not accept returns on health/care products and underwear.
To initiate a return, you can contact us at https://luxora-capetown.com/pages/contact. If your return is accepted, we will send you instructions on how and where to send your package. Items sent without a prior return request will not be accepted.
Please note: Return requests and refund inquiries must be made using the same email address that was used to place the original order. We cannot accept return requests or issue refunds for orders purchased with a different email address.
Return shipping costs are the responsibility of the buyer.
Refunds (if applicable)
Once we have received and inspected your return, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 15 days.
Refunded funds are only applied to your original payment method.
Cancellations
Due to our fast processing times, we can only accept cancellations within 24 hours of when a purchase is made. If you wish to cancel your order within 24 hours of your purchase, please email us at hello@luxora-capetown.com.
Unfortunately, we are unable to accept any cancellation inquiries after 24 hours of your order being placed.
Once the item is delivered, the customer can arrange for a return and refund by contacting us through this link: https://luxora-capetown.com/pages/contact.
Return shipping costs are the responsibility of the buyer. Shipping fees are non-refundable.
Delays or Missing Refunds (if applicable)
If you have not yet received your refund, please first check your bank account.
Then, contact your credit card company, as there may be a delay before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all these steps and still have not received your refund, please contact us at https://luxora-capetown.com/pages/contact.
Exchanges (if applicable)
If you are requesting an exchange for the product you received, please contact us through https://luxora-capetown.com/pages/contact, and our customer service team will be happy to help you.
Please note - We do not offer free exchanges unless the item is damaged or defective.
Damaged or Defective Items
If an item is defective or damaged, please email us at hello@luxora-capetown.com. You will be required to provide us with an image of the damaged item, and we will be happy to help resolve the issue.
Please note: We will only be able to provide a solution for damaged or unacceptable items if photo evidence is provided to the email address mentioned. Customers who do not provide photo evidence of the damaged or defective item received will not be verifiable.
Address Errors
The shipping address provided by the customer when making the purchase will be taken as the delivery address for the item. The customer is responsible for inputting the correct delivery address at the time of making the purchase. We do not bear any responsibility for customers inputting the wrong address.
In some scenarios, we may be able to change the delivery address before the item is shipped. Please reach out to us via email at hello@luxora-capetown.com to see if this is possible.
Shipping
Return shipping costs are the responsibility of the buyer. Shipping fees are non-refundable.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE BUYER’S EXPENSE.