Refund Policy

REFUND & RETURN POLICY

At LUXOVA, we want every customer to feel confident and comfortable shopping with us. We carefully inspect every order before shipment and provide real product photos and videos before dispatch whenever possible.

Because many of our products are sourced and prepared individually, please carefully review the following refund and return policy before placing your order.

ORDER CONFIRMATION

After an order is placed, our team contacts the customer through WhatsApp, Telegram, SMS, or email to confirm the order details, availability, and shipping information.

Once the order has been confirmed and approved by the customer, preparation and packaging begin.

QUALITY CONTROL

Before shipping, every order is being carefully checked. We carefully inspect:

  • product condition
  • packaging
  • sizing/details
  • overall appearance

Customers may also receive additional photos or videos before shipment confirmation.

RETURNS & REFUNDS

We accept refund or replacement requests in the following situations:

  • the item arrives damaged
  • the wrong item was received
  • the item is significantly different from the approved order
  • the package is officially confirmed as lost during transit

To request a refund or replacement, customers must contact us within 7 days after delivery and provide:

  • order number
  • photos/videos of the issue
  • detailed explanation

All requests are reviewed individually by the LUXOVA support team.

NON-REFUNDABLE SITUATIONS

Refunds or cancellations may not be available in the following cases:

  • incorrect shipping address provided by the customer
  • delays caused by customs or local postal services
  • orders already approved and shipped
  • slight color differences caused by lighting, screens, or photography
  • change of mind after shipment
  • personalized or custom-requested items

SHIPPING COSTS

Shipping fees are non-refundable unless the mistake was caused by LUXOVA.

Customers are responsible for return shipping costs unless otherwise agreed by our support team.

DELAYED ORDERS

International shipping times may occasionally be affected by:

  • customs inspections
  • weather conditions
  • holidays
  • courier delays
  • high seasonal demand

If an order is significantly delayed, our team will work directly with the customer to help resolve the situation.

TRACKING INFORMATION

Tracking numbers are provided after shipment through email, WhatsApp, Telegram, or SMS.

If tracking updates appear delayed, this does not necessarily mean the package is lost. International tracking systems may update more slowly depending on the destination country.

LOST OR MARKED-AS-DELIVERED PACKAGES

If a package is marked as delivered by the local postal service but cannot be located, customers should first contact their local courier or postal office.

LUXOVA will do its best to assist in resolving the issue and may offer a replacement solution depending on the case. Refund decisions for such situations are made individually.

CONTACT INFORMATION

For all refund, shipping, or order-related questions, please contact us:

WhatsApp: +1 (437) 448-0808 / +38 (77) 353 9119
Telegram: @luxovateam / +38 (77) 353 9119
Email: luxcopyonline@gmail.com

Our support team will be happy to assist you.