Return and Exchange

Return & Exchange


All the items that we offer on our shop have been described as accurately as possible (with all dimensions, colors, materials, etc) and we really try our best to take great pictures so you know exactly what you are buying before you receive it. 

However, if the product(s) sent to you does not meet your expectations, we will accept your complaint about return and or exchange, within 1 day (24 hours) of receiving the item in order to be eligible to return and or exchange it, in accordance with the following:
1. Received product(s) do not match (totally different) with your order and or do not comply with the mutual consent has been previously informed to you (type of glass box, color, personalized, size)
2. The product(s) arrive damaged and or defective caused by a result of our error and has not been previously we informed to you
3. The product(s) arrive damaged and or defective caused by delivery courier

 

If an item is severely damaged when it arrives to destination, please contact us within 24 hours with a photo of the damage incurred to your item. Please note that any request made later than 24 hours & without a proof won’t be considered as a eligible request. Once you provide a proof that the item is damaged, we will offer you replacement or refund without shipping cost. Buyers are responsible for return and or exchange shipping costs. You do not need to send back to us the defective and or damaged item, we will replace with new item or refund or discount according to mutual consent. We will return it within 3-14 business days and then send back to you within 2-10 business days depending on your location.


If an item do not match with your order when it arrives to destination, please contact us within 24 hours with a photo of the wrong items. Please note that any request made later than 24 hours & without a proof won’t be considered as a eligible request. We will offer you replacement free for your product (product price, shipping cost borne, & return shipping borne by Luxeova) or refund all your payment (product price & shipping cost borne by Luxeova)* if the return is a result of our error. Item must be returned in its original packaging. We kindly ask you to create a safe packaging as we did for you so that it can come back safely to us. If the item is not returned in its original condition, the buyer is responsible for any loss in value. We will return it within 3-14 business days and then send back to you within 2-12 business days depending on your location after we received the product safely.



Refund

We only accept & confirm full refund or partial refund and or special discount in accordance with the following:
-Out of stock for all products or partial product you purchase
-Full order
-Exceeds the specified production time limit without prior notice
-We cancel your order, not you
-Received wrong items and or don't comply with the mutual consent has been previously informed 
-Received damaged items caused by delivery courier (refund equal to the item's cost only not include shipping cost according to courier procedure)*
-The number of items ordered is less not caused by delivery courier


If the number of items you ordered is less, please contact us within 24 hours with a photo of the total products. Please note that any request made later than 24 hours & without a proof won’t be considered as a eligible request. We will offer you refund of all products that are lacking and or resend the deficiencies of your products (resend shipping costborne by Luxeova), if any.

We don't accept return and or exchange and or refund caused by your negligence (wrong write your address, put the product frivolously, etc)

If there is no recipient available and the package lost or damage, we can not return or refund or exchange and the buyers lost their value of their package and shipping cost. If there is no recipient available and the package will send back to sender, and you need return, buyer are responsible for return shipping cost.


Especially For EU, EU law allows EU residents to return an item by contacting the seller within 14 days. 

 

If occur the Force Majuere (disaster, etc) please check here then scroll down to see Force Majuere part for return or refund terms & conditions.


*We will refund all your payment as explained above, minus payment charge (charged/ fee according to paypal terms). Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. All return, exchange, and refund must accompanied by the original Luxeova sales receipt (invoice). Glass is fragile in its nature - for this reason, all damage that occurs after product is received is considered to be at the fault of the recipient.


If you need to return/refund/exchange your item, please Contact Us with your order number and details about the product you would like to return/refund/exchange. We will respond quickly with instructions for how to return items from your order. You also can mail us at email: complaint@luxeova.com 


Email us with subject: "invoice number..."(write down your invoice number after you write "invoice number"), ex: invoice number 201700010
Explain your complaint reasons & what your hope is for the complaint - attach photo of damaged/wrong items & original Luxeova invoice in "jpg" file

We will respond within 24 hours so we can find a solution together (accept your complaint or not). Once we have confirmed your eligibility for return or exchange or refund, you must give us your paypal account through email above or immediately send the product back to us within 24 hours after we confirmed.

But, if we do not confirmed your eligibility for return or exchange or refund, we apologize about it and please understand.

Postal address where you can send back the product will send by reply your email after we accept & confirmed your eligibility for return or exchange or refund.

We have another alternative to return and or exchange, you can apply via paypal for warranty but we do not guarantee how much the replacement, it depends on the policy of paypal and mutual consent.


Lost Packages

If an item gets lost and doesn't arrive to destination and the number of items ordered is less caused by delivery courier, despite correct address, please contact us immediately; if any. We will first confirm the delivery courier office (EMS). If they claim & confirm that the item was lost, we will help you to process your package according to the the delivery courier procedure. But, we apologize if they not claim & not confirm that the item was lost, we also don't accept return and or exchange and or refund of it.

Please Contact Us with your order number and details about the product you would like to complaint or mail us at complaint@luxeova.com
Email us with subject: "lost packages invoice number..."(write down your invoice number after you write "invoice number"), ex: lost packages invoice number 201700010 
Explain shortly your reasons & write down your tracking number - attach photo of original Luxeova invoice and your tracking number

We will respond within 24 hours so we can report to the delivery courier. For the next step, waiting for response from the courier and we will email you as soon as we got the info from the courier.



Unclaimed Shipments

Buyers are responsible to track & trace their orders and schedule a redelivery with their local post offices or EMS if necessary to see if it arrives to their safely. Once a package is stated unclaimed despite correct mailing address, the recipient has to contact the post office in order to arrange a redelivery or has to pick up the package from the local post office. Otherwise it will be returned to our atelier. We will arrange a reshipment for the returned parcels as soon as we receive them in our atelier but only if the buyer agrees to cover the reshipment cost.

Once a package has been refused by the recipient (either by the person concerned or not) for any reason, we don't accept return and or exchange and or refund of it. We are not responsible for your packages, fees and or other taxes, it is entirely the buyer's responsibility.

We apologize to buyers who are proven to be cheating (ex: saying the packages aro not have arrived and proven from the tracking number & declared to have arrived by the courier), the complaint is considered invalid and we don't accept return and or exchange and or refund. 


Insurance

We are unable to insure glass for damage during shipping. We make every effort to carefully package glass boxes and have yet to have glass break in transit. We try the best of the quality of our products, but glass is fragile in its nature – for this reason, all damage that occurs after product is received is considered to be at the fault of the recipient. We don't accept insurance in any form.

 

Product Care

Our products are basically made of glass and brass plate. Color of the items may change in time (can look dull or faded,etc), as the air and the humidity will cause an oxidation layer on the surface. Therefore, glass & brass plate items require a special care to maintain the shiny and new look.

A little information on how maintain, can use the following:
-soft cleaning cloth or kanebo
-glass cleaners
-metal polish 
-or wash them gently, dry the glass with microfiber swab, and then wax it with a furniture or car wax for more shiny and new look.

For more maintenance info about cleaner, polish and wax, may you read and ask the seller each brand or product you buy to make sure because every brand and every product in that country may be different. We just explain in general how to maintain the products.

 

Please bear in mind that our content in this website may be slight difference with our marketplace and other platforms. Please read carefully our terms of use, privacy policy, order & delivery, return& exchange, etc in every platform. Every platform has their own rules.