Refund policy

Thank you for choosing Luxhira — where timeless luxury meets everyday elegance. We value your trust and want you to be completely satisfied with your purchase. Please read this policy carefully before placing your order. It outlines your rights and obligations regarding returns, refunds, and exchanges. By purchasing from Luxhira Inc. (“Luxhira,” “we,” “our,” or “us”), you agree to the terms below.
1. Return Eligibility
We accept returns for eligible items within 14 calendar days from the date your order is marked as delivered by the carrier. To qualify for a return:
• The jewellery must be unused, unworn, unaltered, and in its original pristine condition.
• All original packaging, boxes, pouches, certificates, tags, and inserts must be included.
• You must provide proof of purchase (order number or receipt).
• The return must be pre-approved via email before being shipped back.
• Any complimentary or promotional gifts received with your order must also be returned in their original condition. If not returned, the full retail value of the gift will be deducted from your refund.
Returns that do not meet these requirements will not be accepted and will be sent back at the customer’s expense. Luxhira reserves the right to refuse any refund if return conditions are not met.
2. Non-Returnable & Final Sale Items
For hygiene, safety, and customization reasons, the following items are not eligible for return, exchange, or refund:
• Custom, engraved, or personalized items
• Special or made-to-order pieces
• Gift cards and digital products
• Items marked “Final Sale” or “Clearance”
• Complimentary or promotional gifts (unless returned with the qualifying purchase)
3. How to Initiate a Return
To request a return, email info@luxhira.ca within 14 days of receiving your order. Include:
• Your full name and order number
• The item(s) you wish to return
• The reason for your return
• Clear photos (if applicable)
Once approved, you will receive the return address and instructions. Unauthorized or unapproved returns may be refused or delayed.
Bundles, Sets, and Partial Returns
• Items sold as part of a bundle, set, or promotion (e.g., Buy One Get One) must be returned in full to qualify for a refund.
• Partial returns may be accepted only at Luxhira’s discretion, and refunds will be adjusted based on the retail (non-discounted) value of items kept.
• Free gifts associated with a refunded purchase must also be returned, or their retail value will be deducted from your refund.
• Split-item refunds from multi-item orders may be refused or prorated to maintain promotional integrity.
4. Return Shipping
• Customers are responsible for all return shipping costs, unless the return is due to a confirmed defect or shipping error by Luxhira.
• All returns must be shipped using a trackable and insured carrier.
• Luxhira is not responsible for packages lost, delayed, or damaged in transit.
• Original shipping and handling fees are non-refundable.
• Retain your return tracking number until your refund is processed.
5. Restocking Fee
All approved returns are subject to a 10% restocking and inspection fee, deducted from the total refund. This fee covers the costs of inspection, cleaning, repackaging, and administrative processing.
6. Refund Process
Once your return is received and inspected:
• You’ll be notified via email regarding approval or rejection.
• Approved refunds are issued to your original payment method only.
• Processing typically takes 5–10 business days after approval.
• If rejected (due to wear, damage, or missing packaging), the item will be returned to you at your expense, and no refund will be issued.
• Refunds cannot be issued to alternate payment methods or third-party accounts.
7. Exchanges
We do not offer direct exchanges. To exchange an item, please complete a return (if eligible) and place a new order for the desired product.
8. Lost, Missing, or Damaged Packages
All orders include tracking information. Once an order leaves our facility, ownership transfers to the carrier.
Lost or Missing Packages:
If your order is marked Delivered but you have not received it:
• Check your mailbox, porch, or community delivery area.
• Confirm with neighbors, building management, or household members.
• Wait up to 48 hours, as carriers sometimes scan packages prematurely.
If your order is missing, please first check with the carrier directly using your tracking number. If still missing, contact info@luxhira.ca within 7 calendar days of the delivery date shown in tracking. We’ll open an investigation with the carrier and, only if the carrier confirms the package is lost, a replacement or refund may be offered at our discretion. Once a package is marked ‘Delivered’ by the carrier, Luxhira is not responsible for theft, loss, or non-receipt thereafter. Claims made after 7 days of delivery confirmation cannot be accepted,
Damaged or Incorrect Items:
If your item arrives damaged, defective, or incorrect, you must notify us within 24 hours of delivery with:
• Your order number
• Clear photos of the item and packaging
• A brief description of the issue
Once verified, we will arrange a replacement or refund at no cost to you. Claims submitted after 24 hours may be denied.
9. Proof of Delivery
Carrier tracking data confirming successful delivery to the shipping address provided at checkout constitutes conclusive proof of delivery. Luxhira cannot be held liable for loss, theft, or non-receipt once this confirmation is issued.
10. Refund Exceptions
Refunds will not be issued for:
• Unauthorized or unapproved returns
• Final sale, custom, or personalized items
• Packages lost or damaged during return transit
• Orders refused or unclaimed by the customer
• Late claims (missing >7 days; damaged >24 hours)
Refused or unclaimed packages returned to Luxhira will be refunded minus shipping and restocking fees.
11. Customs, Duties & International Orders
For international orders:
• All customs duties, VAT, and import taxes are the buyer’s responsibility.
• These fees are not included in product or shipping costs.
• If you refuse to pay customs charges and the order is returned, your refund will be issued minus shipping, duty, and restocking fees.
12. Order Modifications & Cancellations
Orders cannot be modified once placed, as they are sent to our warehouse for processing within minutes. However, you may reach out to us at info@luxhira.ca to see if an exception can be made. Once an order has been processed or shipped, it cannot be changed or canceled.
13. Force Majeure
Luxhira shall not be held liable for delays, damages, or failure to fulfill obligations caused by events beyond our control, including but not limited to natural disasters, shipping disruptions, strikes, pandemics, or governmental restrictions.
14. Limitation of Liability
To the fullest extent permitted by law:
• Luxhira’s liability is strictly limited to the purchase price of the item(s).
• We are not responsible for indirect, consequential, or incidental damages arising from delays, carrier errors, theft, or misuse.
• Once delivery is confirmed by the carrier, Luxhira is no longer liable for loss or damage.
15. Disclaimer of Warranties
All Luxhira products are provided “as is.” We make no express or implied warranties regarding durability, fitness for a particular purpose, or resistance to tarnish or wear. Normal wear, mishandling, or lack of care are not covered.
16. Privacy Notice
We respect your privacy and handle all personal information in compliance with Canada’s PIPEDA (Personal Information Protection and Electronic Documents Act). Information shared for returns or refunds is used solely for verification, fraud prevention, and processing your request. For details, please refer to our Privacy Policy.
17. Governing Law & Jurisdiction
This policy is governed by the laws of the Province of British Columbia, Canada, and the applicable federal laws of Canada. Any disputes shall be resolved exclusively in the courts of Surrey, BC, Canada.
18. Contact Information
If you have any questions, please contact us:
Luxhira Inc.
Email: info@luxhira.ca

Website: www.luxhira.ca