Return and Refund policy

Return Policy

FREE SHIPPING ITEMS
For our FREE SHIPPING (Without Tracking) customers, please note that we won't be giving you our Proof of Shipping. You won't be able to track where your order is afterwards, the risk of the product failing to reach your doorstep is present. If after 60 days, you still haven't received your order, we will escalate the matter to our tier 2 support team and refund your money, no questions asked.

If your order is over $75, we HIGHLY RECOMMEND you to choose our STANDARD SHIPPING (With Tracking) option, so that you will be able to track your order at all times, until it arrives your doorstep.

HOW DO I RETURN AN ITEM?

If you are not satisfied with your order and want to return a product, or the goods received there is any issue please get in touch with us within 7 days of receiving your order ASAP. On receiving your request we will process it right away. Try to resolve it within 30 days.

If you get the parcel and discover that there is shortage/wrong product (not matching products you ordered), pls contact the offical email as soon as possible (within 24 hours), and mail an image to us. We will handle it for you as soon as possible.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from （www.luxbay.store）will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

The returned product has to be unused, in the same condition which we dispatched to you, and in the original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be returned. In case the condition of the product sent back to us is not in acceptable condition, we have the right to not refund or exchange. Personalized products cannot be exchanged or refunded.

Non-returnable purchases are products bought via retailers, incorrect products bought, and products damaged by mishandling by the customer. 

Returns without proof of purchase might be declined. Locust E-commerce Limited Company. has the right to refuse any return.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Received a defective unit or the wrong item? Not happy with your order?

Please get in touch with our Customer Support department to initiate the return procedure. Please provide the following details:

Order number
Receipt of purchase
Video or image of faulty product (where applicable)
Full delivery address
Contact phone number
You might need to provide a video or photo of the defective product for evidence in some instances in order to refund or exchange the product.

HOW LONG IS THE RETURNS PROCESS?

Returns processing can take a maximum of 14 business days from the date we receive your return. Your return will be confirmed via email once it has been processed.

Refund will be given in full for defective products. Refund will not include all shipping and handling charges for non-defective products.

WHEN WILL I GET MY REFUND?

All returns will be applied to your original payment method. If you used a credit or debit card, we will refund the card-issuing bank within 14 days of receipt of the returned product or cancellation notice. Contact the card-issuing bank for inquiries regarding when the credit will appear on your statement.

If you have yet to receive a credit for your return, follow these steps:

Call the bank/credit card company. It will take some time for the refund to be credited back to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please call us as soon as possible if you require a modification or cancellation of your order. Be sure to quote your order number and the modification you need to have made and we'll let you know once this has been completed.

Any cancellation after an order has been placed will incur a cancellation fee of 30% of the Total Price irrespective of the duration the order has been placed (even just one second later) since merchant processor/credit card incurs charges on us for cancellations.

Note that any orders already packed or dispatched cannot be canceled

STORE LUXBAY

E-mail; nk9574429@gmail.com

Chat Support: 24/7

Business Timings: 9:00 AM to 4:00 PM   (Monday to Friday)

Business Phone Number: +1 (863) 227 8475

Business Address: 5900 Balcones Drive suit 100, Austin Texas 78731, United State