Return Policy

We’re sorry your order didn’t meet expectations—your satisfaction is our priority. We offer a 14-day return window from the date your package is delivered to request a return.

Eligibility for Returns

To maintain the highest hygiene standards and ensure product integrity:

• Items must be unused, unworn, and in their original, unopened packaging.
• Packaging must be in re-sellable condition.

Returns that do not meet these criteria will not be accepted.

Important Notes

• Original shipping fees are non-refundable.
• For refunds to your original payment method, return shipping is not covered.
• If you opt for store credit (U.S. orders only), we’ll provide a complimentary return label.
• If you purchased LUXSONA products through a retail partner, please contact them directly for assistance.

To initiate a return, email us at support@luxsonaco.com. Once approved, we’ll share the return address or provide a label. Please do not send items back without prior authorization—they will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, contact us immediately so we can make it right.

For domestic orders, we’ll send a replacement at no cost and provide a free return label for the damaged item.

Final Sale Items

Certain items are not eligible for return or refund:

• Bundles
• Mystery Boxes

These are final sale.

Exchanges

We currently do not offer direct exchanges. To get a different item, please return your original purchase (if eligible) and place a new order.

Refunds

Once we receive and inspect your return, we’ll notify you of the status. Approved refunds will be issued to your original payment method or as store credit. Please allow time for your bank or card issuer to process the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at support@luxsonaco.com.

Order Changes & Cancellations

Our fulfillment team begins processing orders quickly—usually within 12 hours. If you need to make changes, contact us immediately at support@luxsonaco.com with your order details. While we’ll do our best, changes cannot be guaranteed once an order is placed.

During high-volume periods, cancellations and edits may not be possible. We are not responsible for address errors or delays once your package has shipped. If a package is returned due to an incorrect address, we can resend it to the correct address once it’s received back at our facility. Shipping fees will not be refunded.

Lost or Stolen Packages

LUXSONA is not liable for packages marked as delivered by the carrier but reported missing.

However, we insure every shipment at no extra cost. If your package is lost, you may file a claim directly with the carrier. Be sure to gather supporting documentation (e.g., mailbox photo, delivery confirmation). To start the claim process, visit: UPS Claims Center