Refund policy

Return Policy — LUXENBOURG

We make returns simple. Read the policy below and click the button to start your return.

Quick Summary

  • Book within 48 hours of delivery.
  • Wrong, missing, or damaged item? Report within 24 hours — fast-tracked, no return fee.
  • Pickup arranged within 48 hours of booking.
  • Returns reach our warehouse in 3–5 days after pickup.
  • Refund: To your original payment method by default. Prefer store credit? Choose LXB Wallet at booking for faster processing.
  • Wallet refunds process in 24–48 hours after QC; original payment method refunds take 5–7 business days after QC (bank/card timelines vary).
  • Return fee: ₹200 (deducted from refund) — waived for wrong/damaged/missing item claims.
  • Full process typically 6–7 working days from pickup.

What Can Be Returned

  • Items must be unused, unworn, with original tags, labels, and packaging intact.
  • A clear, continuous unboxing video is strongly recommended at the time of opening — it's your best evidence if an item arrives damaged, wrong, or incomplete, and speeds up QC approval.

Not Eligible for Return

  • Items marked Final Sale or purchased during clearance/liquidation drops.
  • Innerwear, socks, and any item marked non-returnable on the product page for hygiene reasons.
  • Gift cards, promotional freebies, and complimentary items included with an order.
  • Items returned without original tags, packaging, or accessories.
  • Items showing signs of use, wash, alteration, or damage not caused by us.

(Adjust the category list above to match what you actually sell — I've used common apparel-brand defaults.)

Wrong, Missing, or Damaged Items (Fast Track)

If you receive the wrong product, a missing item, or a damaged/defective piece:

  • Report it within 24 hours of delivery, with unboxing video if available.
  • No ₹200 return fee applies.
  • These are verified and resolved separately from standard change-of-mind returns, typically faster.

Condition & Quality Check (QC)

All returned products go through inspection on arrival at our warehouse.

Full refund (minus ₹200 fee, where applicable): item is unused, tags/packaging intact, no signs of wear.

Partial refund: issued when the item is returnable but has a minor issue, for example:

  • Missing original tag or box (but item otherwise unused) — deduction applied.
  • Missing accessory included with the product (e.g., dust bag, extra strap).

Refund rejected: item shows signs of use, damage caused after delivery, or was altered/washed. We'll notify you with photos/reasoning from the QC result and the item will be shipped back to you at your cost, or held for pickup within 7 days.

Refund Method

You choose how you'd like your refund at the time of booking:

Original payment method (default) — refunded to the card, UPI, netbanking, or COD-linked account used for the order. Takes 5–7 business days after QC passes, plus your bank's processing time.

LXB Wallet (optional, faster) — instant-ish credit within 24–48 hours of QC passing. Usable on any future order. (Add an incentive here if you want to nudge people toward wallet — e.g., "get an extra 5% credited" — otherwise most people will pick original method.)

  • Original shipping charges (if any were paid) are non-refundable, regardless of refund method chosen.
  • COD orders are refunded to a bank account/UPI ID you provide, or to LXB Wallet.

Return Flow — Step by Step

  1. Book: Click the button above and follow the booking steps (or DM @luxenbourg.in).
  2. Pickup: A delivery partner will collect the item within 48 hours of booking.
  3. Transit: Parcel reaches our warehouse in ~3–5 days.
  4. QC: We inspect the item, usually within 24 hours of arrival.
  5. Refund: If QC passes, refund (minus ₹200 return fee, unless waived) is issued via your chosen method — original payment method (5–7 business days) or LXB Wallet (24–48 hours).

Status Messages — What They Mean

Return Requested We received your request. You can still edit or cancel from the same screen.

Return Booked Pickup within 48 hours. Parcel reaches warehouse in 3–5 days. Refund after QC (₹200 fee, unless waived for wrong/damaged item) via your chosen refund method.

Return In-Transit Your parcel is on the way. We'll QC when it arrives. Use the booking page to track.

Return Delivered / Pending Refund Parcel received and under QC (usually up to 24 hours). Refund processed after approval.

Return Closed — Refunded Refund issued via your chosen method (original payment method or LXB Wallet). No further action needed.

Return Closed — Not Approved Item did not pass QC. See the notification we sent for details. No refund was issued.

FAQ

What if my item fails QC? If an item fails QC (signs of use, missing tags, damage), it is not eligible for a refund. We'll notify you with the QC result and next steps.

What if I only get a partial refund? This happens when the item is returnable but is missing a tag, box, or accessory. The deduction reflects the resale value impact.

How long until my refund arrives? LXB Wallet: 24–48 hours after QC passes. Original payment method: 5–7 business days after QC passes, plus your bank's own processing time.

Can I choose where my refund goes? Yes — pick original payment method or LXB Wallet when you book your return. Original payment method is the default if you don't choose.

What if my refund hasn't arrived after a long time? If more than 10 business days have passed since your return status changed to "Closed — Refunded" and the refund hasn't reflected (wallet or bank/card), email us at [add support email] or DM @luxenbourg.in with your order number.

Can I return a Final Sale or freebie item? No — Final Sale items and complimentary/promotional items are not eligible for return.

Questions? DM us on Instagram @luxenbourg.in. Return bookings must be made within 48 hours of delivery. ₹200 return fee applies unless waived for wrong, missing, or damaged items.