Refund policy

Policy Overview

We offer a 30-day return policy. You have 30 days from the date your order is delivered to submit a request.

Depending on the reason for the request, there are two separate processes:

  1. Change-of-mind returns or exchanges, such as changing your mind, ordering the wrong size, or no longer wanting the item; and
  2. Product issue claims, such as a defect, transit damage, an incorrect item, or missing components.

Eligibility requirements, shipping responsibility, and available remedies differ between these two processes. Please follow the relevant process below.

1. Before Shipment: Order Cancellations

You may cancel an unfulfilled order through your customer account within 1 hour of placing it.

After 1 hour, you may contact us at theluxbaro@gmail.com before shipment to request cancellation. We will make reasonable efforts to help, but cancellation is not guaranteed once processing has begun.

Orders that have already shipped must follow the return process below. This procedure does not limit any statutory cancellation or withdrawal rights provided by applicable law.

2. After Delivery: Inspect Your Order

Please inspect your order promptly after delivery.

If an item is defective, damaged in transit, incorrect, or missing components that should have been included, do not wear, use, alter, or attempt to repair it. Contact us promptly.

If there is no product issue but you wish to return an item because you changed your mind, ordered the wrong item, or no longer want it, follow the change-of-mind return process.

3. Authorization Is Required Before Sending a Return

Before sending anything back, contact us at theluxbaro@gmail.com with your order number, reason for the request, and any required supporting information.

If your request is accepted, we will provide return authorization and instructions, including the approved return address.

Items sent without prior authorization may not be accepted, and related costs are not guaranteed to be reimbursed. Do not send returns to an address shown elsewhere on our website unless our support team has specifically confirmed that address for your return.

4. Change-of-Mind Returns

For a return requested because you changed your mind, ordered the wrong item, or no longer want the item, all of the following must apply:

  • The request is submitted within 30 days of delivery.
  • The item has not been actually worn or used.
  • The item has not been altered or damaged after delivery.
  • Original tags, accessories, components, and packaging are included.
  • You provide your order number or other proof of purchase.

You may reasonably inspect or briefly try on an item to assess its appearance and fit. Reasonable inspection is not considered actual use.

Costs for Change-of-Mind Returns

  • You must arrange and pay for tracked return shipping.
  • We do not charge a restocking fee.
  • Original shipping charges are non-refundable, except where required by applicable law.
  • Premium or expedited shipping upgrades are non-refundable, except where required by applicable law.

We recommend using a tracked service and keeping proof of postage, as the returned item remains your responsibility until it is received by us.

5. Product Issue Claims

If an item arrives defective, damaged in transit, incorrect, or missing components that should have been included, contact us promptly at theluxbaro@gmail.com and provide:

  • your order number;
  • a description of the issue;
  • clear photos or video showing the issue; and
  • any other information we reasonably request to assess the claim.

We will review the issue and provide an appropriate remedy based on the circumstances. This may include replacement parts, a partial refund, a replacement item, an exchange, a refund without requiring a return, or an authorized return followed by a refund.

Do not send the item back without authorization.

Only when we specifically require and authorize a return will we provide a prepaid return label or reimburse reasonable standard tracked return shipping.

Costs for unauthorized returns, expedited shipping, or unusually expensive return services selected without our approval are not guaranteed to be reimbursed.

A defect, transit damage, incorrect item, or missing component present on delivery will not be treated as customer-caused damage.

6. Inspection and Refund Amounts

After receiving an authorized return, we will inspect the item and notify you of the outcome.

Full Eligible Merchandise Refund

For a change-of-mind return, if the item remains unworn, unused, undamaged, complete, and resalable as new, we will refund the full eligible merchandise amount.

Partial Refund

If the item remains saleable but has lost value because of handling beyond reasonable inspection, we may reduce the refund by the documented actual loss in value, where permitted by law.

Actual loss in value may be based on:

  • reasonable repair, cleaning, repackaging, or component replacement costs;
  • the actual difference between the item’s new-condition value and its resale value as an open-box, sample, or discounted item; or
  • the actual cost of replacing missing accessories or components.

A Change-of-Mind Return May Be Rejected or Receive No Merchandise Refund

If customer-caused wear, continued use, alteration, damage after delivery, missing critical components, substitution, or another condition destroys all or nearly all resale value, we may reject the change-of-mind return request or issue no merchandise refund where supported by evidence and permitted by applicable law.

Opened packaging, reasonable inspection, brief try-on, or minor ordinary packaging damage alone is not sufficient to automatically deny a refund.

This section does not apply to a defect, transit damage, incorrect item, or missing component present on delivery.

7. Exchanges

Change-of-Mind Exchanges

For a different size, color, or style, please follow the change-of-mind return process.

You must arrange and pay for tracked return shipping. After the returned item passes inspection, we will issue the eligible refund to your original payment method, and you may place a new order for the preferred item.

The new order is subject to the shipping rates in effect at the time of purchase, unless it qualifies for free shipping on orders of USD 199 or more.

Product Issue Replacements

If we confirm that an item is defective, or that we sent the wrong size or item, we will arrange an appropriate replacement.

When an authorized return is required, we will cover reasonable standard tracked return shipping and standard shipping for the replacement item.

8. Items Not Eligible for Change-of-Mind Returns

We do not accept change-of-mind returns for:

  • personalized, engraved, made-to-order, or clearly customized items, except where the item has an issue or applicable law requires otherwise;
  • gift cards; or
  • items clearly identified on the product page before purchase as “Final Sale — Not Eligible for Change-of-Mind Returns” and designated as final sale in our return rules.

Sale or promotional items that are not clearly identified and designated as final sale remain eligible under this 30-day change-of-mind return policy.

Regardless of whether an item is on sale, promotional, clearance, or final sale, if it is defective, damaged in transit, incorrect, incomplete, or materially not as described, we will provide an appropriate remedy under this policy and applicable law.

9. European Union and United Kingdom Rights

Customers in the European Union and the United Kingdom may have a statutory right to notify us within 14 days of delivery that they wish to cancel an eligible online purchase without giving a reason.

This right does not permit wearing, continued use, alteration, or damage beyond what is reasonably necessary to inspect the item and decide whether to keep it. Customers may inspect or briefly try on an item only as they reasonably could in a physical store.

If handling beyond reasonable inspection causes a loss in value, we may reduce the refund by the documented actual loss in value, where permitted by applicable law. In serious cases, that reduction may equal the full merchandise amount. Statutory exceptions may apply.

You are responsible for direct return shipping costs for a change-of-mind return when we have informed you of that responsibility, unless applicable law requires otherwise.

Where legally required, we will refund the eligible merchandise amount and the cost of the least expensive standard delivery option we offered. Premium or expedited delivery upgrades are not refundable beyond the standard delivery amount.

Nothing in this policy limits rights provided by applicable consumer law.

10. Refund Timing

If approved, the eligible refund will be issued to your original payment method within 10 business days, subject to any shorter period required by law.

Your bank, card issuer, or payment provider may need additional time to post the refund.

If more than 15 business days have passed since we confirmed approval, contact us at theluxbaro@gmail.com.

11. Contact

For cancellation, return, refund, or exchange questions, contact:

The Lux Baro
theluxbaro@gmail.com