At LUXEBOON, we are committed to ensuring a satisfying shopping experience for our customers in the India and Dubai markets. We understand that there may be times when you need to return or cancel an order. This Refund and Cancellation Policy outlines the procedures for returns, refunds, and cancellations to help you navigate these processes smoothly.
1. General Refund Policy
1.1 Eligibility for Refunds
Refunds are available under the following conditions:
- Damaged or Defective Products: If you receive a product that is damaged or defective upon delivery, you are eligible for a full refund.
- Incorrect Product: If you receive a product that is different from what you ordered, you are eligible for a refund.
- Product Not as Described: If the product does not match the description provided on our website, you may request a refund.
1.2 Non-Refundable Items
Certain items are non-refundable, including:
- Opened or Used Products: Products that have been opened or used are not eligible for a refund unless they are defective or damaged.
- Perishable Goods: Products with a short shelf life or expiration date are not eligible for a refund unless they arrive damaged or spoiled.
- Sale Items: Items purchased on sale or with a discount are not eligible for a refund unless they are damaged or defective.
- Gift Cards: Gift cards are non-refundable.
1.3 Refund Process
To request a refund:
- Contact Customer Service: Please contact our customer service team within 7 days of receiving your order to initiate a refund request. You can reach us via email at [email protected] or by phone at +91-XXXXXXXXXX (India) or +971-XXXXXXXXXX (Dubai).
- Provide Order Details: You will need to provide your order number, a description of the issue, and photos of the damaged or defective product if applicable.
- Return the Product: In most cases, you will be required to return the product to us. Our customer service team will provide you with a return shipping label and instructions.
- Refund Approval: Once we receive the returned product and verify the issue, we will process your refund. Refunds will be issued to the original payment method within 7-10 business days.
2. Cancellation Policy
2.1 Order Cancellation by Customer
Customers may cancel their order under the following conditions:
- Before Shipment: If you wish to cancel your order, you may do so at any time before the order has been shipped. You can cancel your order by logging into your LUXEBOON account and selecting the “Cancel Order” option, or by contacting our customer service team.
- After Shipment: If your order has already been shipped, you may not be able to cancel it. In this case, you may need to wait until the order is delivered and then initiate a return process as described in Section 1.
2.2 Order Cancellation by LUXEBOON
LUXEBOON reserves the right to cancel orders under the following circumstances:
- Out of Stock Products: If a product you ordered is out of stock, we will notify you and cancel the order. You will receive a full refund.
- Payment Issues: If there is an issue with your payment, such as a declined transaction, we may cancel your order. We will notify you and provide instructions on how to resolve the issue.
- Fraud Prevention: If we suspect that an order is fraudulent, we reserve the right to cancel it. We will notify you if this occurs and provide a full refund.
2.3 Refund for Canceled Orders
If your order is canceled by you or LUXEBOON, you will receive a full refund. Refunds will be processed within 7-10 business days and will be issued to the original payment method.
3. Returns Policy
3.1 Return Eligibility
You may return products under the following conditions:
- Time Frame: Products must be returned within 30 days of delivery.
- Condition: Products must be unopened, unused, and in their original packaging. Items that have been opened, used, or tampered with are not eligible for return.
- Proof of Purchase: A valid proof of purchase (order confirmation email or receipt) must be provided with the return.
3.2 Return Process
To initiate a return:
- Contact Customer Service: Contact our customer service team within 30 days of receiving your order to request a return. You can reach us via email at [email protected] or by phone at +91-XXXXXXXXXX (India) or +971-XXXXXXXXXX (Dubai).
- Return Authorization: Our customer service team will provide you with a Return Authorization Number (RAN) and return shipping label.
- Return the Product: Pack the product securely and include the RAN inside the package. Attach the return shipping label to the outside of the package and send it back to us.
- Return Processing: Once we receive the returned product, we will inspect it to ensure it meets our return criteria. If approved, we will process your refund or exchange within 7-10 business days.
3.3 Return Shipping Costs
- Defective or Incorrect Products: If the return is due to a defect or an error on our part, LUXEBOON will cover the return shipping costs.
- Change of Mind: If you are returning a product due to a change of mind, you will be responsible for the return shipping costs.
4. Exchanges
4.1 Exchange Eligibility
Exchanges are available under the following conditions:
- Product Condition: The product must be unopened, unused, and in its original packaging.
- Product Availability: The desired replacement product must be in stock. If the replacement product is out of stock, you may choose to receive a refund or store credit.
4.2 Exchange Process
To request an exchange:
- Contact Customer Service: Contact our customer service team to initiate an exchange. You can reach us via email at [email protected] or by phone at +91-XXXXXXXXXX (India) or +971-XXXXXXXXXX (Dubai).
- Return the Original Product: You will need to return the original product following the return process outlined in Section 3.
- Receive the Replacement: Once we receive and inspect the returned product, we will ship the replacement product to you. If there is a price difference between the original and replacement products, we will charge or credit the difference.
5. Refunds for Shipping Charges
5.1 Eligibility
Shipping charges are non-refundable, except in the following cases:
- Incorrect or Defective Products: If you received an incorrect or defective product, we will refund the shipping charges.
- Order Cancellation by LUXEBOON: If your order is canceled by LUXEBOON due to stock issues or other reasons, we will refund the shipping charges.
5.2 Process
If eligible, the refund for shipping charges will be processed along with the refund for the returned product or the canceled order. The refund will be issued to the original payment method within 7-10 business days.
6. Refund Timeline and Method
6.1 Refund Timeline
Once your return or cancellation is approved, we will process the refund within 7-10 business days. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.
6.2 Refund Method
Refunds will be issued to the original payment method used for the purchase. If you paid by credit/debit card, the refund will be credited to the same card. If you paid using an online wallet or bank transfer, the refund will be credited to the same account.
7. Exceptions and Special Circumstances
7.1 Final Sale Items
Items marked as “Final Sale” are not eligible for return, exchange, or refund, unless they are defective or incorrect.
7.2 Bulk Orders
Bulk orders (orders containing multiple quantities of the same product) may be subject to additional return and refund conditions. Please contact our customer service team for more information.
7.3 Gift Returns
If you received a product as a gift and wish to return it, please contact our customer service team. Refunds for gift returns will be issued as store credit to the recipient.
8. Contact Information
If you have any questions or concerns about our Refund and Cancellation Policy, please contact us:
- Email: [email protected]
- Phone (India): +91-XXXXXXXXXX
- Phone (Dubai): +971-XXXXXXXXXX
- Customer Service Hours: Monday to Friday, 9 AM – 6 PM IST/GST
We value your satisfaction and are here to assist you with any issues related to refunds, cancellations, or returns. Thank you for choosing LUXEBOON for your beauty needs.