Refund and Returns Policy

Cancellation Rights

You have the right to cancel your purchase within 30 days from the day of delivery. Returns, refunds, or exchanges will not be accepted after this 30-day period.

When Refunds/Returns Are Accepted

We accept returns for both defective and non-defective products so feel free if you change your mind when you receive the order.

Conditions for Returns

To be eligible for a return, the following conditions must be met:

• The product must be unused, unaltered, and in its original condition, with all tags attached.
• Items should be returned in their original packaging.

How to request a Return/Refund

To initiate a return or request a refund, please follow these steps:

• In order to return a product, the customer should to contact our support team at support@luxsole.com. Offer them with your order number, the type of item that you want to return and the cause for returning the item.
• After your return is has been approved of, we shall send you an email with return labels that you can use. Kindly download and make print of these labels so that it will help in the return shipment.
• Double-bag the item(s) and make sure the outer wrapping is also a strong one; You have to attach the return authorization number to the outermost layer of the packaging or right on the box it came in.
• Once we receive and inspect the returned item(s), we will process your refund or exchange.

Note: Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.

Return Shipping Cost

In case of defective or damaged products, Luxsole will cover the return shipping costs.

Restocking Fee

There will be no charge for restocking in case of returns.

Exchange

To initiate a exchange, please contact us at contact@decidewith.com with the subject “Exchange Request”. Our customer support team will respond within 1-2 business days. Include your order number and the name of the item(s) you wish to return for exchange. 

Customers will not have to pay any fees to exchange goods.

You only receive a replacement that has the same or higher price than the returned item. (Please pay an extra cost if the exchanged products have a higher price).

Refunds

Once we receive and inspect your returned item, we will notify you via email. If your return is approved, a refund will be processed to your original method of payment within 5 business days.

Issues with Refund

If you haven’t seen the refund in your account after 10-15 days, first check with your bank or credit card provider. Processing times can vary. If issues persist, kindly get in touch with us at contact@luxsole.com.

Important Notes:

• The customer will be expected to cover the cost of the return shipment except in cases where a mistake was made by our company.
• When we have accepted and worked through your return, your refund will be posted back to your account within 5 business days.
• It is important to note that upon processing the refund, some banks or payment providers may take up to 10-15 days to vertically reflect the refund on your account.
• Do ensure that you receive an e-mail confirmation from us before returning any items. We cannot counter for lost packages where a return has been made without prior authorization.

Need More Assistance?

If you are in doubt or if you have not received your refund within the stipulated time, do not hesitate to contact us through:

• Email: [email protected]
• Phone: +1 (917) 352 9450
• Working Hours: 9 AM to 5 PM, Monday – Friday (excluding holidays)

We shall endeavour to reply to your request within 1-2 working days.

Welcome to Luxsole!