Refund policy

EFFECTIVE 05 APRIL 2026

At LUXONO, customer satisfaction is important to us. This Refund & Return Policy outlines the conditions under which returns and refunds are accepted.

Return period 

 

Customers have 14 days from the date of delivery to request a return.

After this period, we unfortunately cannot offer a refund or exchange.

To be eligible for a return:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging
• Proof of purchase (order confirmation or receipt) is required

Non-Returnable Items

 

For hygiene and safety reasons, certain items cannot be returned, including:

• Personal care products that have been opened or used
• Items not in original condition, damaged, or missing parts not due to our error

RETURN PROCESS

To initiate a return, please contact us at:

Email: luxonoa@gmail.com

Include:

• Your order number
• Reason for return
• Photos (if the item is damaged or defective)

We will provide return instructions once your request is reviewed.

 

Return Shipping

• Customers are responsible for return shipping costs

• Shipping costs are non-refundable

• We recommend using a trackable shipping method, as we are not responsible for lost returns

 

Refunds

 

Once your return is received and inspected:

• We will notify you of approval or rejection
• If approved, your refund will be processed to your original payment method within 5–10 business days

Order Cancellations

 

• Orders can be canceled within 12 hours of purchase
• After this time, orders may already be processed and cannot be canceled

 Late or Missing Refunds

 

If you haven’t received a refund:

• Check your bank account again
• Contact your payment provider
• Processing times may vary depending on your bank

In accordance with EU consumer law, you have the right to return your purchase within 14 days of receiving your order, for any reason, and receive a full refund. This applies to all products unless specifically stated otherwise.

For any questions regarding returns or refunds:

Email: luxonoa@gmail.com 

Store Name: LUXONO