Return & Exchange Policy

Last updated: 22 Nov 2025

Return window

You can request a return or exchange within 5 days from the delivery date (as per the courier tracking update).

Return eligibility by order value

1. Orders below ₹300

If your total order value is below ₹300, returns for “change of mind / did not like the product” are not allowed.

For this price range, returns or exchanges are only possible in the following cases:

• Wrong product received
• Product received in damaged or defective condition

For these cases, you must provide:

• A clear unboxing video, starting from opening the outer parcel until the product is fully visible
• 2–3 clear photos of the parcel and the product

If the video or photos are not available, we may not be able to verify your claim for damage or wrong item, and the return request may be rejected.

2. Orders of ₹300 and above

If your total order value is ₹300 or above, returns or exchanges are allowed in the following situations:

• You did not like the product / it did not meet your expectations
• Wrong product received
• Product received in damaged or defective condition

The following conditions apply in all these cases:

• The item must be unused and unworn
• The item must be returned in its original packaging, including all pouches, boxes, covers, tags and accessories
• In case of damaged or wrong products, an unboxing video and clear photos are strongly recommended (and may be mandatory) to help us verify the issue

For change-of-mind / did not like returns, the return shipping cost is generally borne by the customer. Details will be mentioned in the approval email.

Not eligible / special cases

• Used or worn items, or items showing signs of perfume, makeup or wear
• Products returned without original packaging, pouches, tags or with missing parts
• Earrings, ear accessories and certain hair accessories may be non-returnable for hygiene reasons:
  • Such items are generally not eligible for return in change-of-mind cases, and are only considered for return if damaged or wrong, with proper proof.
• Customised or personalised items
• Free gifts, promotional items and products marked as “Final Sale” or “Non-returnable”

How to request a return

You can raise a return request via our Start a Return page or by contacting our support team. Please share:

• Your Order ID
• The registered email address or phone number
• A short description of the issue (wrong item / damaged / not liked, etc.)
• 2–3 clear photos of the parcel and the product
• A link to the unboxing video (especially for damage / wrong item claims, and mandatory in most cases for orders below ₹300)

Our team usually responds within 24–48 hours with approval, partial approval or further clarification.

Pickup, shipping & quality check

For defective or wrong items:

• We will try to arrange a reverse pickup through our courier partner, wherever service is available.
• In locations where pickup is not possible, we may request you to ship the item back using a reliable courier. In such cases, pre-approved reasonable return shipping charges may be reimbursed as per our policy.

For change-of-mind / did not like (orders of ₹300 and above):

• The return shipping cost is generally paid by the customer.
• You will be requested to pack the item safely and use a reliable courier service.

Once we receive the return parcel, we complete a quality check (QC) within 1–2 business days. If the item does not pass QC (used, damaged, missing parts, etc.), the refund or exchange may be partially reduced or rejected and the item may be sent back to you.

Refunds & exchanges

After successful QC, we will offer one or more of the following options:

• Replacement: If the same product / variant is in stock, we can send a replacement item.
• Refund or store credit:
  • For prepaid (online payment) orders, refunds are usually processed to the original payment method (through our payment gateway).
  • For COD orders, refunds may be provided via store credit, UPI or bank transfer, as mentioned in the approval email.

Once approved, refunds are generally initiated within 3–7 business days. The time taken by your bank or payment provider to reflect the refund is not under the control of Luxefashio and may vary.

Damage claims & proof

For claims related to damage, missing items or wrong product, a clear unboxing video is extremely important, especially for lower-value orders (below ₹300).

Without a proper video and photos, it becomes very difficult to investigate with the courier and internally, and such claims may be rejected or limited support may be offered.

Contact & support

If you have any questions about this Return & Exchange Policy, or need help with a return, please contact us:

Email: support@luxefashio.com