Return Policy

We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your purchase.

Important Information
  • 30-day return period
  • 7 days to process refunds
  • No restocking fees
Return Eligibility

To qualify for a return, your item must adhere to the following criteria:

  • The product must be in its original condition, unused, and with all tags intact.
  • The packaging should remain undamaged and in its original form.
  • The return must be accompanied by a return form, which you can download here: [Return Form].
  • There must be no signs of wear or use on the item.
  • Include your order number with the return.
  • For products that are damaged, incorrectly delivered, or not as described, provide photo or video evidence clearly showing the issue.
  • If the issue is confirmed, we will handle all expenses to send a replacement item as soon as possible.
Shipping Costs for Returns
  • Ensure your return package has a trackable shipping method. If a package is lost without tracking, we cannot offer compensation. Any return shipped without tracking is at your own risk.
  • Customers are responsible for the cost of return shipping, including customs fees. These costs will not be reimbursed.
  • If your package is lost during return shipping, we cannot be held liable.
Incorrect Item or Size Received?

In cases where you’ve received the wrong item or size, we will replace it free of charge.

Refund Process

Once your return is received and inspected, we will notify you via email regarding the status of your refund. Upon approval, your refund will be processed within 7 days via the original payment method. Please note that your bank or card provider may take additional time to reflect the refund.

Return Address

Contact Name: Wan Yu
Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District,
City: Ningbo
Zip code: 315100
Province: Zhejiang
Country: China

Non-Returnable Items

Certain products are not eligible for return, including:

  • Items where the seal has been opened.
  • Customized or specially made products.
  • Items of a personal nature.
  • Items that cannot be returned due to their nature, such as personal care products, lingerie, underwear, and stockings.

All products must be returned within 30 days from the date of receipt.

Order Cancellation

Orders can only be canceled within the first 30 minutes of placing them. After this period, the order enters processing, and cancellation is no longer possible.
To cancel your order, please reach out to us at: info@luxoralights.com

Please note, return shipments are at your own risk, and return shipping costs will not be refunded.

Unclaimed Orders / Incorrect Address / Refused Packages

If an order is not collected in time, the address is incorrect, or the order is refused upon arrival and returned to us, the order may be canceled. However, the buyer is responsible for ALL additional costs, including reshipping and packaging, for a total of 25 CAD. These costs will be deducted from the customer's payment. The remaining amount will be refunded within 7 business days.

Return Timeline

Returns must be requested and shipped within 30 days of receiving the item.

Processing of Returns

After receiving and inspecting your return, we will process your refund within 7 days and send you a confirmation email.

Conditions for Refunds

A refund will be issued if the returned product is in its original, unused condition, complete with packaging. In cases of defective or incorrect deliveries, refunds will be processed following an inspection.

Refund Timing

Once the return is approved, refunds will be processed within 7 days to the original payment method.

Refund Payment Methods

Refunds are issued via the original payment method used at the time of purchase.

Consumer Rights for Defective Products

If your item is found to be defective, you have the right to file a claim. You can request:

  • A replacement with a non-defective product.
  • Repair of the defect.
  • A partial refund or price reduction.

Complaints for defective products can be made within one year of discovering the defect, but no later than the product's warranty period.
Please contact us at info@luxoralights.com before returning any defective products.

Confirm the return address with our customer service, and once approved, send the item back using a trackable shipping service.

Customer Service Opening Hours:
  • Monday to Friday: 09:00 - 18:00
  • Saturday to Sunday: 10:00 - 16:00
Contact Information:
Company Information:
  • Shop Name: Luxora Lights
  • Chamber of Commerce: 95382143
  • VAT: NL005148421B20
  • Address: Mosselaan 35, Egmond aan den Hoef, 1934PJ, The Netherlands

(Note: This is not a return address)

Free Shipping

We bear the shipping costs for every order. All our products are delivered to your home 100% free of charge!

7 Days a Week Customer Service

At Luxora Lights, 7 days a week customer service ensures help whenever you need it. For any questions or concerns.

Secure Payment

Your transactions are safeguarded with the highest standards of security for a worry-free shopping experience.