Refund policy – Luxe Phone Case

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    Refund policy

    Refund & Return Policy

    Last Updated: April 1, 2025

    Thank you for shopping with Luxe Phone Case LLC
    We’re committed to ensuring you’re satisfied with every purchase. If you’re not fully happy with your order, this policy outlines how returns, refunds, and exchanges are handled.

    1. Company Information

    Company Name: Luxe Phone Case LLC
    EIN Number: 98-1920832

    Registered Office:
    30 North Gould Street
    Sheridan, WY 82801
    United States

    Email: support@luxephonecase.shop
    Phone: +1 917 203 6017

    Business Hours: 9:00 AM – 6:00 PM (Monday to Friday), Eastern Time (ET) – New York

    2. Do You Accept Returns?

    Yes, we accept returns within 14 business days (Monday to Friday) of delivery.

    3. How Can Customers Return Products?

    All returns must be made by mail to our designated return address.
    At this time, in-store returns are not available.

    4. Accepted Product Condition

    We accept returns only for new, unused, and undamaged items that are in their original packaging, with all accessories, manuals, and tags included.

    5. Restocking Fees

    No, we do not charge any restocking fees for returns.

    6. Return Costs

    • If the return is due to our mistake (defective item, wrong product, or damaged order), you pay no return cost.
    • If the return is due to customer reasons (wrong size, incorrect item chosen, or no longer wanted), you will pay the actual cost of return shipping.

    7. Return Window (Days)

    You have 14 business days (Monday to Friday) from the date your order is delivered to request a return.
    Returns requested after this period will not be accepted.

    8. Return Conditions

    To qualify for a return:

    • Items must be unused, unworn, and undamaged
    • Products must include all original packaging, labels, and accessories
    • You must provide proof of purchase (order number or receipt)
    • Items sent back without authorization may not be processed

    9. Non-Returnable Items

    The following items cannot be returned or refunded:

    • Items marked as Final Sale or Clearance
    • Gift cards and promotional giveaways
    • Used, altered, or damaged items not due to our error
    • Hygiene-sensitive items once opened (such as earbuds or wearable items)

    10. How to Initiate a Return (Step-by-Step Guide)

    Step 1 – Contact Us
    Email our Customer Support Team at support@luxephonecase.shop within 14 business days of receiving your order.

    Include:

    • Your full name and order number
    • The reason for your return
    • Clear photos or videos (if damaged or incorrect)

    Step 2 – Wait for Authorization
    We will review your request within 24 hours. If approved, you will receive:

    • A Return Authorization Number (RAN)
    • Return shipping address
    • Instructions

    Important: Returns without approval may not be accepted.

    Step 3 – Package the Product Securely
    Repack the item carefully and include your order number and RAN inside the parcel.

    Step 4 – Ship the Item
    Use a trackable courier service (USPS, Royal Mail, Canada Post, etc.).
    Keep your tracking receipt.

    Customers are responsible for shipping costs unless the item is defective.

    Step 5 – Confirmation of Receipt
    Once received, we will confirm by email and inspect the item.

    Step 6 – Refund or Replacement

    • Approved refunds are processed within 10 business days
    • Refunds go to your original payment method
    • Replacement may be offered if eligible

    11. Return Address / Location

    Return addresses vary depending on your location.
    You will receive the correct return address after approval.

    Do not send items without authorization.

    12. Damage and Issues

    If your item is defective, damaged, or incorrect:

    • Notify us within 48 hours of delivery
    • Provide photos/videos

    We will replace the item or issue a full refund, including shipping.

    13. Refund Procedure

    • You will receive confirmation once your return is received
    • Refunds are processed within 10 business days
    • It may take up to 5 additional business days for your bank to process

    Note: Original shipping costs are non-refundable unless the error is ours.

    14. Exchanges

    We do not offer direct exchanges.
    Please return the item and place a new order.

    15. Order Cancellation

    Orders can be canceled within 12 hours of purchase.
    After that, cancellation may not be possible.

    16. Customs Duties and International Returns

    Customers are responsible for customs duties, taxes, or VAT.
    These fees are non-refundable.

    If a package is returned due to:

    • Unpaid fees
    • Incorrect address
    • Refusal of delivery

    We will refund product cost only (excluding shipping).

    17. Late or Missing Refunds

    If you haven’t received your refund after 15 business days:

    18. Contact Information

    Company Name: Luxe Phone Case LLC
    EIN Number: 98-1920832

    Address:
    30 North Gould Street
    Sheridan, WY 82801
    United States

    Email: support@luxephonecase.shop
    Phone: +1 917 203 6017

    Business Hours: 9:00 AM – 6:00 PM (Monday to Friday), Eastern Time (ET) – New York