Refund policy
Thank you for choosing us as your preferred shopping destination. We strive to deliver high-quality products and exceptional customer service. If for any reason you are not fully satisfied with your purchase, we offer a comprehensive return policy to ensure your shopping experience is as pleasant and convenient as possible. Please take a moment to familiarize yourself with the following guidelines:
1. Eligibility for Returns:
- Products must be in their original condition and packaging, with all tags, labels, and accessories intact. Any product that has been used, altered, or damaged by the customer may not be eligible for return.
- Returns must be initiated within 15 days from the date of delivery. If this period has passed, we regret that we cannot accept the return.
- Personalized or customized items may not be eligible for return, unless they are defective or have arrived damaged.
2. Reasons for Return: We understand that various reasons may prompt you to return a product. Our return policy covers the following situations:
- Damaged or Defective Items: If you receive a product that is damaged during shipping or is defective, please contact our customer support team immediately. To expedite the process, kindly provide photographic evidence of the damage or defect. We will promptly arrange for a return or replacement at no additional cost to you.
- Incorrect Item Received: In the unlikely event that you receive the wrong product, please notify us promptly, and we will arrange for the correct item to be sent to you or coordinate a return and refund.
- Change of Mind: If, for any reason, you have changed your mind about a purchase and wish to return the product, you may do so. However, please note that in such cases, you may be responsible for return shipping costs.
3. Return Procedure: To initiate a return, please follow these steps:
- Contact our customer support team at hello@sbyluxe.com to notify them of your intention to return the product and receive a return authorization. This will help us process your return smoothly and efficiently.
- Securely package the item to prevent damage during transit. For added protection, we recommend using the original packaging if available.
- Include the return authorization, your order number, and any other relevant details inside the package.
4. Refund Process: Once we receive the returned product and verify its condition, we will process the refund within 5-7 business days. The refund will be issued to the original payment method used during the purchase.
5. Exclusions: Certain items may not be eligible for returns or may be subject to specific conditions, including but not limited to:
- Perishable goods, such as food or flowers, which cannot be returned for safety and hygiene reasons.
- Gift cards or vouchers, which are non-refundable.
- Downloadable software or digital content, which may be non-refundable once downloaded or activated.
6. Shipping Charges: Unless the return is due to a damaged, defective, or incorrect item, shipping charges are non-refundable.
7. Return Shipping: For non-defective returns due to a change of mind or similar reasons, the customer is responsible for the return shipping costs. In cases where the return is a result of a damaged, defective, or incorrect item, we will cover the return shipping expenses.
8. Customer Support: Our dedicated customer support team is available to assist you with any questions or concerns regarding the return process. Please reach out to us via hello@sbyluxe.com, and we will be happy to assist you.
9. Product Warranty: Please note that certain products may come with a manufacturer’s warranty. If you encounter any issues with a warranted item, please refer to the warranty terms and contact the manufacturer directly.
10. Fair Usage: While we strive to offer a generous return policy, we reserve the right to refuse returns or impose a restocking fee if we observe a pattern of excessive or abusive returns.
We value your trust and are committed to ensuring your satisfaction with our products. We sincerely hope that you enjoy your shopping experience with us and that our return policy provides you with confidence in making your purchase decisions.