Luxy Moon customers’ orders are sent to our warehouses frequently throughout the day for the fastest possible fulfillment and shipping. Therefore, it is not possible to change or cancel an order once it has transmitted to a warehouse and begun processing.
If you would like to cancel or change your order, please send us an email at firstname.lastname@example.org 30 mins of purchase. We will do everything we can to accommodate your request if your order has not already been sent to one of our warehouses.
If we are unable to accommodate your request and you receive the merchandise, you are kindly advised that you contact us for the return process upon receipt of the parcel for the refund.
Please contact us before sending the item back to us for a refund. We do not accept returned items that were sent back by you directly without checking with us first.
We support refund/ exchange service within 14 days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the ORIGINAL PACKAGING.
To complete your return, we require a RECEIPT or PROOF of PURCHASE.
You are kindly advised that you send us an email at email@example.com the return process upon receipt of the parcel.
After we’ve provided you with the return address, please return your items within seven(7) working days. Items returned after seven days will not be eligible for an exchange or refund.
To complete your return, we require a receipt or proof of purchase, a tracking number. Please do NOT send your item back to the Manufacturer or we will be unable to process the return.
Customers are responsible for the shipping fee on sending the item(s) back to us.
There is a certain situation where only 10% REFUNDS are granted:
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
There is a certain situation where NO REFUNDS are granted:
1.Any item that is returned more than 14 days after signing.
2.The returned item is missing as customer use the shipping service without track number.
3.The parcel is ruined by the shipping carrier because of customer's rejection.
As the parcel will not be returned back to the sender, only will be ruined.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.
Late or missing refunds
If you haven’t received a refund yet, first check your Paypal/bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Return/exchange broken or defective item(s):
Our warranty period lasts 14 days. If you received an item that is broken or defective, please attach a picture that clearly shows the damage and also describe the issue to receive a replacement. Please let us know if for any reason you cannot send a picture.
We only replace items if they are DEFECTIVE or DAMAGED for free. If you need to exchange it for the same item, send us an email at email@example.com for detailed RETURN PROCESS.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a TRACKABLE SHIPPING SERVICE otherwise we don’t guarantee that we will receive your returned item, which will affect your refund or exchange.
Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.