Refund & Return Policy

Last updated: October 11, 2026

We want you to be happy with every order from Luxenmart. If something isn’t right, this page explains exactly how returns, refunds and cancellations work. This policy is operated by Luxen LLC.

1. Return window

You can request a return within 30 days of receiving your order, for any reason.

2. Eligible items

  • Items must be unused, in their original condition and, where possible, in the original packaging.
  • For hygiene reasons, opened cosmetics, hair care products, underwear and socks can only be returned if they arrived damaged, defective or incorrect.
  • Gift cards are not returnable.

3. How to return an item

  1. Email us at [email protected] with your order number and the item(s) you want to return. For damaged or wrong items, please add a photo.
  2. We reply within 3 business days with the return address and instructions.
  3. Ship the item back within 14 days of our reply. We recommend a tracked service.
  4. Once the item arrives, we inspect it and email you to confirm the refund.

4. Return shipping costs

  • Damaged, defective or wrong item: we cover all costs. In most cases you don’t need to send the item back; a photo is enough.
  • Change of mind: the customer pays return shipping. The original shipping fee is not refundable.

5. Refunds

  • Approved refunds are issued to your original payment method (credit/debit card or PayPal) within 5 business days of approval.
  • Depending on your bank, it may take another 5–10 business days for the money to appear on your statement.
  • You can also request a refund from My Account > Orders.

6. Items that don’t arrive

Orders usually arrive within 12–15 business days in the USA and 15–20 business days for international orders (see our Delivery Policy). If your order hasn’t arrived within 30 business days of shipping, contact us and we will send a replacement or give you a full refund, including shipping.

If the delay is caused by events outside our control (see “Delays beyond our control” in our Delivery Policy), this period is extended by up to 15 business days while the carrier delivers the package. If the package is confirmed lost, you will always get a replacement or a full refund.

7. Where your order ships from

Most orders ship from our US warehouse. If an item is out of stock in the US, it may ship from one of our partner warehouses in China, Australia, Canada or the United Arab Emirates. The delivery times in our Delivery Policy still apply. If your order ships from outside your country, we’ll tell you by email. Your return rights are the same no matter where the item ships from, and returns always go to the address we give you. Please don’t send items back to the address on the package.

8. Exchanges

If you need a different size or color, email us. We’ll send the new item as soon as the original is on its way back to us, or we’ll refund you so you can place a new order.

9. Order cancellations

You can cancel your order for a full refund at any time before it ships. Just email us with your order number. Orders that have already shipped can be returned as described above.

10. Contact us

Luxen LLC
401 Cornell Drive, Suite J5, Wilmington, DE 19801, United States
Email: [email protected]
Support hours: Monday–Friday, 9:00–17:00 ET. We reply within 3 business days.