Refund policy

Return & Refund Policy

Effective Date: July 5, 2026

At Luxsentis, customer satisfaction is our priority. We are committed to providing high-quality products and a smooth shopping experience. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Eligibility

You may request a return within 30 days of receiving your order if:

  • The item is unused, unworn, and in its original condition.

  • All original packaging, protective films, tags, manuals, and accessories are included.

  • The item is returned in its original box.

  • Proof of purchase (order confirmation or receipt) is provided.

Returns that do not meet these conditions may not be accepted.

2. Non-Returnable Items

The following items cannot be returned:

  • Items marked as Final Sale or Clearance.

  • Gift cards.

  • Personalized or customized products.

  • Products damaged due to misuse, accidents, improper handling, or unauthorized repairs.

  • Items returned without original packaging or missing accessories.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photos or videos showing the product and packaging.

After verification, we will arrange a replacement or full refund at no additional cost.

4. How to Start a Return

To initiate a return:

  1. Contact our customer support with your order details.

  2. Wait for return authorization and instructions.

  3. Securely package the item.

  4. Ship the item using the provided return instructions.

Returns sent without prior authorization may not be accepted.

5. Return Shipping

  • If the return is due to our error (wrong item, defective product, or damaged during shipping), we will cover the return shipping costs.

  • For all other returns, customers are responsible for return shipping charges unless otherwise stated.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.

6. Refunds

Once your returned item is received and inspected, we will notify you of the status of your refund.

If approved:

  • Refunds will be issued to the original payment method.

  • Processing typically takes 5–10 business days, depending on your payment provider or bank.

  • Original shipping charges are non-refundable unless the return is due to our error.

7. Exchanges

We offer exchanges for eligible products if:

  • The item is defective or damaged.

  • You received the wrong item.

If you would like a different model or variation, we recommend returning the original item (if eligible) and placing a new order.

8. Order Cancellation

Orders may be cancelled before they have been processed or shipped.

Once an order has been shipped, it cannot be cancelled. You may request a return after delivery if the item meets our return eligibility requirements.

9. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again.

  • Contact your credit card provider.

  • Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact our customer support.

10. Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team with your order number and details of your inquiry.

We are committed to resolving your concerns as quickly as possible.

Thank you for shopping with Luxsentis. We appreciate your trust and look forward to serving you with premium products and exceptional customer service.