Refund policy

1. Return and Exchange Eligibility

LUXEAPE accepts return or replacement requests for products that arrive damaged or are different from the products ordered, subject to the verification requirements in this policy.

Size exchanges are also available, subject to product eligibility and stock availability. The customer is responsible for the shipping costs associated with a size exchange.

Returns or exchanges are not accepted for change of mind, personal preference, or other reasons not covered by this policy, subject to applicable consumer-protection laws.

2. Size Exchange Policy

If the size of your purchased product does not fit, you may request an exchange for another available size within 7 days of delivery.

The following conditions apply:

  • The product must be unused, unworn, unwashed, and unaltered.

  • Original tags must remain attached.

  • Original packaging and accessories must be retained, where applicable.

  • The requested replacement size must be available.

  • The customer must contact LUXEAPE support and receive exchange instructions before shipping the product back.

  • The customer is responsible for the applicable shipping costs for the size exchange, including return shipping and delivery of the replacement product, where charged.

Any applicable shipping charges will be communicated to the customer before the exchange is processed.

If the requested size is unavailable, our support team will communicate the available options.

3. Damaged or Incorrect Products

If you receive a damaged product or an item different from the one ordered, contact us within 48 hours of delivery.

Please provide:

  • Your order number.

  • A clear unboxing video showing the parcel being opened and the product received.

  • Clear photographs showing the damage or incorrect item.

The product should remain unused, unworn, unwashed, and unaltered, with its original tags attached. Please retain the packaging and shipping label.

Our team will review the claim and, if approved, arrange an appropriate replacement, refund, or other remedy. For confirmed damaged or incorrect products, LUXEAPE will communicate the applicable return-shipping arrangements without unfairly charging the customer.

If you do not have an unboxing video, contact us with the evidence available so we can review the circumstances individually.

4. How to Request an Exchange or Report an Issue

  1. Contact us using call or WhatsApp within the applicable time limit.

  2. Provide your order number and explain whether you need a size exchange or are reporting a damaged or incorrect product.

  3. For damaged or incorrect products, provide the requested video and photographs.

  4. Wait for approval and instructions from our support team.

  5. Pack the product securely and follow the return instructions provided.

Please do not send products back before receiving instructions from LUXEAPE.

5. Refunds and Partial COD Orders

Refunds for approved damaged or incorrect product claims will be processed according to applicable law and the payment provider's procedures.

For prepaid orders, refunds will generally be made to the original payment method. For COD and partial-payment COD orders, we may request verified payment details where necessary to process an eligible refund.

Size exchanges are intended to replace the product with another size rather than provide a refund. If an exchange cannot be completed, our support team will communicate the available options in accordance with applicable law.

Nothing in this policy limits statutory consumer rights.