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Refund Policy

A Legal Disclaimer

Thank you for shopping at Luxa.
This Refund & Return Policy applies to all purchases made through our website, app, and Luxa Trade-In program.

By placing an order with Luxa, you agree to the terms mentioned below.

1. GENERAL POLICY

Luxa accepts returns and refunds only in specific cases.
We follow a strict quality and inspection process to ensure all products are delivered safely.

2. ELIGIBILITY FOR RETURNS

A return is accepted ONLY if:

2.1 Wrong Product Delivered

If you receive a product different from what you ordered.

2.2 Damaged on Delivery

If the product arrives damaged and it is reported at the time of delivery itself with clear photos/videos.

Important:

Damage must be reported:

  • Before the delivery team leaves

  • With proper evidence

  • On the same day

No damage complaints will be accepted after delivery is completed.

3. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded under any circumstances:

  1. Custom-made / made-to-order furniture

  2. Used, opened, installed, or assembled products

  3. Products with physical damage caused after delivery

  4. Products without original packaging (if applicable)

  5. Products purchased through the trade-in program

  6. Clearance or discounted products

  7. Products with natural variation in:

    • Wood grain

    • Color shade differences

    • Texture

    • Fabric variation

These are not considered defects.

4. RETURN PROCESS

If your return request meets eligibility:

  1. Contact us immediately at contact@luxa.international or +91 90416 95549

  2. Provide:

    • Order ID

    • Photos/videos of product

    • Reason for return

  3. Our team will verify the evidence.

  4. If approved, a pickup will be scheduled.

  5. Once the product passes our quality check at the warehouse, refund initiation will begin.

5. REFUND PROCESS

5.1 Refund Approval

Refunds are processed only after internal inspection is complete.

5.2 Refund Timeline

Refunds will be credited within 7–14 working days depending on:

  • Bank processing time

  • Payment method used

5.3 Refund Method

Refund will be done to the original payment method.

5.4 Refund Rejection

Refund will be denied if:

  • Product fails quality check

  • Damage was caused after delivery

  • Wrong evidence is provided

  • Customer violates return guidelines

6. ORDER CANCELLATION POLICY

6.1 Before Dispatch

Order cancellation before dispatch is not guaranteed and depends on approval.

6.2 After Dispatch

Once shipped, the order cannot be cancelled.

6.3 Custom Orders

Custom-made / made-to-order products
➡️ Cannot be cancelled under any condition.

7. TRADE-IN PROGRAM POLICY

7.1 No Refund on Trade-In Purchases

Products purchased using trade-in value are not eligible for refunds.

7.2 No Cash Refunds for Trade-In Cards

Trade-in card value is:

  • Non-refundable

  • Non-transferable

  • Cannot be exchanged for cash

7.3 Trade-In Evaluation

Trade-in value is final and cannot be challenged after acceptance.

8. DELIVERY FAILURE OR MISSED DELIVERY

If delivery fails due to:

  • Customer unavailability

  • Wrong address

  • No response

Re-delivery charges may apply.
Refunds will not be issued for failed/missed deliveries caused by customer error.

9. WARRANTY CLAIMS

Warranty (if applicable) is provided by the manufacturer.
Luxa will assist but is not responsible for:

  • Manufacturer delays

  • Warranty decision outcomes

  • Third-party service visits

10. CONTACT INFORMATION

For return or refund support:
📩 contact@luxa.international
📞 +91 90416 95549

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