Refund policy

At Luxorne, we want you to love what you've ordered. If for any reason you're not completely satisfied, we offer a straightforward returns process.

Returns Window

You have 30 days from the date of delivery to request a return. Items must be returned in their original, unused condition with all original packaging intact.

Eligible Items

• Items in original, undamaged packaging

• Unused products in their original condition

• Products accompanied by proof of purchase

Non-Eligible Items

• Items damaged due to improper installation or misuse

• Products showing signs of use or installation

• Custom or made-to-order items (unless faulty)

• Items returned after the 30-day window

How to Request a Return

To initiate a return, please contact our customer support team at service@luxorne.com with your order number and reason for return. We will respond within 2 business days with return instructions and a return authorisation number.

Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Original shipping costs are non-refundable unless the item arrived faulty or damaged.

Faulty or Damaged Items

If your item arrives damaged or develops a fault within the 2-year warranty period, please contact us immediately at service@luxorne.com with photographs of the damage. We will arrange a replacement or full refund at no additional cost to you, including return postage.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or was sent in error. We recommend using a tracked service as we cannot be held responsible for items lost in transit.