FAQ

We strive to ensure an enjoyable shopping experience! If you are unsatisfied with your purchase, we request that you please contact us before leaving neutral or unfavorable feedback, so that we can attempt to remedy the issue.   

We constantly strive to reduce unnecessary waste and the environmental impact of our business processes and supply chain by using recycled paper products (where possible) in our packaging and branding elements (hang tags, cards, etc.). 

Please help us on our mission to help the planet by reducing global waste and environmental impact! Learn more here.

Notify us by using our chat feature, or by emailing our Customer Support Team of your decision to make a return. The more details that you provide us regarding your request for a return, the better. This information not only helps us understand your problem in more detail but also helps us to correct issues going forward.

We strive to ensure that the quality and integrity of our products and product details are aligned with the expectations of our customers. If the product or item that you purchased on our site did not meet your expectations for one reason or another, you can contact us to initiate a return by following the procedures below, by contacting the Luexco Customer Support Team by email, or through the live chat feature on the website home page.

At a minimum, you will need to provide the following when requesting an RMA:

1.) Proof of purchase and your reason for the return,
2.) Your order#,
3.) Name and address that the order was placed under,
4.) Pictures of the product and/or packaging may also be required to validate the RMA.

Return Grace Period

Any items to be returned to our facility (upon being provided RMA#), must be post-marked for delivery to our warehouse no later than (7) days from the time that we issue an RMA to you!

We are not responsible for refunding any returns that are not post-marked by the end of the (7) day grace period.

Important! Do not send any products to the return address present on your original delivery packaging!

When returning a product to us, you are responsible for:

A.) The cost of return postage of the product to our facility and in selecting the most economical, reasonable, and trackable method of transport that is available to you when you return a product or item to our facility,

B.) The care of the products while in your possession (from the time we have successfully delivered the items), and

C.) The safe arrival of the return package to our facility, ensuring that the return confirmation is contained inside the return package with the RMA# clearly noted on the outside of the return package. Our return facility is located in the USA, so your cost to return the items will largely vary depending on your location.

D.) Obtaining a copy of the return postage receipt and/or delivery confirmation from your carrier that includes a tracking number. You may be required to provide us with a copy of this information in order to approve your return (or refund) so please ensure the safekeeping of this information until your return and/or refund has been finalized. In the case of a damaged or faulty product return, this receipt will also be required for us to reimburse your portion of the return shipping costs, upon conclusion of our inspection of the faulty or damaged product return.

E.) You can only send us the product(s) for which we have provided you a return authorization number (RMA)!

F.) We will not be liable for any items that are sent to us by mistake.

G.) Any items that you return to us will be sent at your own risk and cost and you will also be agreeing to the separately posted Terms and Conditions and Privacy Policy.

H.) Luexco may limit returns if we believe a customer may be abusing the return policy.

Reasonable Care: Products must be returned in their original condition. Luexco reserves the right to refuse returns of items that appear used, or have been worn, are not in good condition or are without tags. We may reduce any refund due to you to reflect any reduction in the value of the product due to how you have handled the product. We are not liable for any damage that may occur due to faulty packaging while it is in your possession and in transit to our facilities.

All items eligible for return must be unworn, unwashed, undamaged, and with the original packaging and tags attached.

Normal Wear and Tear/Negligence: We will not be liable for any flaw in the product that results from normal wear and tear, your failure to follow specific care instructions, willful damage, unusual storage, an accident, your negligence or the negligence of a third party, or any alterations or repairs that you or they have made. 

Please see our full return and refund policy here.

Once we receive the returned products, we will inspect and assess the products and let you know within a reasonable time frame of our determination.

We will normally process the refund within 30 days from the day we have confirmed to you that you would be entitled to a defective product refund. This would also include the refund of reasonable delivery charges that you incurred by returning the item to our return facility. Therefore, you are responsible for choosing the most economical, reasonable, and trackable transport method that is available to you.

If upon inspection, we determine that the goods are indeed faulty or damaged and that you are entitled to a full refund that would include your return shipping costs, please understand that we will only be entitled to refund no more than what we would be quoted for the most economical and trackable shipping method available in your region.

We will not be responsible in any case to refund your portion of the return shipping costs without proof and receipt of postage. Therefore, it is important that you hang onto this information until the return process has been finalized and your return has been approved post-inspection, of which, you will be notified.