LUXERAA LLP – EXCHANGE POLICY
Prepared for Luxeraa LLP – Official Exchange Policy
At Luxeraa, we are committed to delivering premium quality products. To maintain hygiene, craftsmanship, and product integrity, exchanges are processed under the following strict guidelines.
1. Eligibility for Exchange
An item will be eligible for exchange only if all the following conditions are met:
The product is unused, unworn, and unwashed.
All original tags, labels, and packaging are intact.
The product shows no signs of wear, alteration, perfume, makeup stains, or damage caused by the customer.
The item is not customized, personalized, altered, or marked as final sale.
Items failing to meet these conditions will not qualify for exchange.
2. Exchange Request Timeline
Customers must initiate an exchange request within 7 days of accepting delivery.
Requests can be submitted via email at sales@luxeraa.com or through WhatsApp via the official Luxeraa support link on the website.
Requests received after 7 days from delivery will not be eligible.
3. Information Required for Exchange Request
To process the request, the customer must provide:
Order ID, product name and size, and reason for exchange.
4. Mandatory Verification (Unboxing Proof Required)
To prevent misuse and ensure authenticity, Luxeraa requires a clear, uninterrupted unboxing video showing the package being opened, the product removed from packaging, full view of the product (front and back), tags and labels attached, and any defect or issue (if applicable).
Customers must also provide clear photographs of the front and back of the product, product tags, and close-up of defect (if applicable).
Videos and photos must be unedited and clearly show product condition.
All media must be emailed to sales@luxeraa.com within 7 days of delivery.
5. Quality Check & Approval
Once the video and photos are reviewed, Luxeraa will verify that the item is unused, in resalable condition, and has original tags and packaging intact.Only after approval will the exchange process proceed.
6. Return Shipping Options
After approval, customers may return the product using one of the following methods:
Option 1 – Self-Shipping: Luxeraa shares the return address and packing instructions; the customer ships the product using a reliable courier.
Option 2 – Pickup Arranged by Luxeraa (India Only): Luxeraa generates a return shipping label and pickup instructions are shared via WhatsApp/email.
7. Shipping Charges
Exchange shipping is chargeable.
If Self-Shipping is chosen, the customer bears the return shipping cost.
If Luxeraa Pickup is chosen, the customer pays two-way shipping (return and reshipment).
Luxeraa will share a payment link or QR code for shipping charges.
The exchange process begins only after payment is completed.
8. Dispatch of Replacement Product
Once Luxeraa receives the returned product and it passes a physical quality inspection, the replacement item will be dispatched and tracking details will be shared with the customer.
9. Luxeraa’s Right to Decline
Luxeraa LLP reserves the absolute right to decline any exchange request if the product is used, damaged, altered, missing tags, the request is made after the 7-day window, required verification is not provided, or the product fails quality inspection upon return.
Luxeraa’s decision in such cases will be final and binding.
