RETURNS

General Returns Policy

We hope you love your purchase, but if you need to return an item for any reason, you may do so within 14 days of receiving your order.

Please note the following conditions:

  • Only unused and unopened items are eligible for return. Every returned product is carefully checked and weighed to verify potential usage before approval.

  • Exchanges are not available.

  • Refunds are issued as store credit for the original item price only (delivery charges are not included).

  • If a returned item appears used, opened, or altered in any way, we regret that no refund can be offered. However, you may request to have the item shipped back to you at your own expense.

  • Please ensure you include your name, email address, phone number, and order number inside the return package so we can process your return promptly.

To arrange a return, please contact us at luxegelorders@gmail.com to request a Return Form and further instructions.

Customers are responsible for:

  • The return postage costs

  • Using a traceable courier service, as we cannot issue credit for items that do not reach us

You will receive an email confirmation once your return has been received and processed. Your store credit will then be applied to your account or issued via a digital voucher.

Please note:

  • International customs duties and sales taxes are non-refundable for orders shipped outside the EU.

  • Postage and packaging charges are also non-refundable.

 

MISSING OR INCORRECT ITEMS

Please note you should notify us within 72 hours from the date your order is delivered of any missing or incorrect items in your order. Unfortunately we will not be able to action any requests once this time has passed. Get in touch at luxegelorders@gmail.com


DAMAGED GOODS

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”. Or you can refuse delivery and ask that the package be returned to sender. Once received we can then process a full refund for the order.

If upon opening the package you see the product/bottles are broken or leaking, please make photo proof immediately before attempting to salvage the product. Please note any further tampering with the product before contacting us will null the replacement or refund of the damaged product. Please email the photo proof of the damaged item in the packaging along with the invoice, order number and description to luxegelorders@gmail.com 


If your goods are received as faulty or damaged once opened you must notify us within 72 hours of parcel delivery. To do so please get in touch at luxegelorders@gmail.com


Unfortunately, we cannot accept returns on sale items or gift cards. This includes items sold at trade shows or during big sales. Please check your items before leaving the stand or shop to make sure you are happy with your purchase. Only damaged items by delivery are subject to replacement. 


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

NOTE: NO REFUNDS OR RETURNS ON SALE ITEMS, INCLUDING BIG SHOP SALES AND TRADE SHOWS

Electrical Items

14-Day Return and Exchange Policy

You may return or exchange your Luxegel professional electrical item within 14 days from the date of purchase if:
🔸The item must be unused, in original condition, and in its original packaging
🔸A valid proof of purchase is required

Warranty Coverage
We offer two levels of warranty protection for Luxegel electrical items:

6-Month Warranty (0-6 months from purchase)
Covers manufacturing faults only. This does not include damage from wear and tear, misuse, or accidents.

Up to 1-Year Manufacturer Warranty (0-12 months from purchase)
Covers specific manufacturer defects, based on the report from a professional inspection.

How to Return a Faulty Item
If you believe your item is faulty, please follow these steps:

1. Physically return or send the item to our Swords store.
2. You can bring the item to our location or send it via a reliable courier service.
Please note: We are not responsible for any items lost in transit. We strongly recommend using a tracked courier.

Inspection and outcome:
We will send your item for a professional inspection.

If the issue is found to be a manufacturer defect:
🔸We will refund your delivery cost (with a valid receipt)
🔸You will receive a replacement item, store credit, or a full refund

If the issue is due to misuse, wear and tear, or accidental damage:
🔸You will be responsible for the cost of the inspection
🔸The item will be returned to you at your own cost - an invoice of said charges will be issued to you as proof. 

Understand that each electrical item has a working lifespan. 

PLEASE NOTE YOUR RECEIPT IS YOUR PROOF WARRANTY SO PLEASE KEEP SAFE. 

Please always send an email describing the issue whether the product has arrived damaged or faulty or the electrical item is faulty with an attached photos/videos to luxegelpro@gmail.com. When sending the product back to us, please insert your information - full name, phone number, email and address. 

Click here to download your certificate