LUXE Source Returns, Refunds and After-Sales Policy

We want you to understand the support available after your purchase. If you experience an issue with your item or delivery, please contact our team through the WhatsApp link on our website. We will help review the issue and explain the available solutions.

1. Damaged, Faulty or Incorrect Items

If your item arrives damaged, has a functional defect or does not match your order, please aim to contact us within 10 calendar days of delivery so we can investigate promptly.

Please provide your order number or proof of purchase, a description of the issue and any helpful photographs. An unboxing video may assist our review, but it is not required to request after-sales support.

The 10-day period is a recommendation for reporting issues promptly. It does not limit your statutory rights or applicable product guarantees.

2. Returns for Personal Reasons

If your item matches your order but you wish to return it because of personal preference, sizing choices or a change of mind, please contact us.

Except where you have a statutory right to cancel or return, these requests will be considered individually. We will explain whether the return can be accepted and any applicable costs before you send the item back.

3. Requesting and Sending a Return

We will respond to your request within 2 business days, outlining any additional information needed and the next steps.

Please obtain the appropriate return instructions before sending your item. Do not assume that the sender address on your parcel is the correct return address.

Pack the item securely, retain its tags, accessories and original packaging where possible, and keep proof of postage.

Reasonable inspection or testing does not automatically affect your statutory return rights. Handling beyond what is necessary to inspect the item, or damage caused during use, may affect the refund amount where permitted by law.

4. Return and Replacement Shipping Costs

• Confirmed defects, damage on arrival or incorrect items: We cover reasonable and necessary standard shipping costs for returns, exchanges or replacements.
• Returns for personal reasons: Return postage is payable by the customer where this was clearly disclosed before payment and is permitted by law.
• Any charges for express shipping or other optional services will be explained and agreed with you before arrangements are made.

5. Refund Processing

Where an item needs to be returned, we will complete our inspection and notify you of the outcome within 5 business days of receiving it. Once a refund is confirmed, we will initiate it within 2 business days.

Refunds will normally be issued to the original payment method. Item refunds are calculated using the amount actually paid in the original order. Applicable taxes and refundable delivery charges will be handled as required by law.

Your bank or payment provider may require additional time to credit the funds.

These processing periods do not extend any statutory refund deadline. Where an earlier refund is legally required, we will meet that deadline.

6. Delayed or Missing Parcels

If the estimated transit period has passed, tracking has not updated for an extended period, or tracking shows delivery but you have not received your parcel, please contact us with your order number and tracking number. We will help investigate with the carrier.

If a parcel is confirmed lost in transit or cannot be delivered because of a carrier-related issue, you may choose a free replacement or a refund of the amount paid for the undelivered items, together with any other charges refundable by law. If a replacement cannot be arranged, we will provide a refund.

If the issue involves an incorrect delivery address, refusal of delivery or failure to complete reasonable and lawful customs requirements, we will review the circumstances and explain the available options and any applicable costs. Your non-waivable statutory rights remain unaffected.

We will not use an indefinite carrier investigation to delay a refund or other remedy that is legally due.

7. Your Statutory Rights

This policy does not limit your rights under applicable consumer law. Any mandatory longer periods, cancellation rights, refunds, free repairs, replacements or other statutory remedies take priority.