Last updated: July 08, 2025
At Luxzatee, our goal is to make shopping simple, transparent, and worry-free. We put effort into providing quality products, but we also understand that sometimes returns are necessary. This return and refund policy has been created to ensure fairness and clarity for every customer.
Return Window
You may return most items within 30 days of delivery. This period begins on the day the carrier confirms the order as delivered. After 30 days, we cannot accept returns or issue refunds unless required by law or in cases of product defects.
If you are unsure whether your item qualifies for a return, please contact our support team as soon as possible so we can review your order together.
Item Condition
To be eligible for a return, products must remain in new condition and show no signs of use. For t-shirts and sweatshirts, the item must still have its tags, must not be worn or washed, and must be free of stains, odors, or alterations. For pet supplies, products must be returned in their original packaging and must not show evidence of wear, chewing, scratching, or use by pets. All returns should include original packaging, accessories, tags, manuals, or promotional gifts that came with the order.
Non-Returnable Products
Certain products cannot be returned due to their nature. Customized or personalized apparel, such as items printed or tailored specifically for you, cannot be returned unless defective. Consumable pet products, such as food, milk, or treats, are non-returnable once opened, as they can no longer be guaranteed safe. Items sold as final sale, clearance, or marked “non-returnable” at the time of purchase are also not eligible for return.
Returns for Customer Choice
We recognize that sometimes orders don’t work out as planned. If you wish to return an item because you ordered the wrong size, want a different style, or simply changed your mind, Luxzatee will accept the return if the product meets the conditions above. In this case, you will be refunded for the product price only. The original shipping fee is non-refundable, and you are responsible for the return shipping cost.
For example, if you purchased a sweatshirt for $25 with a $4.99 shipping fee, you would be refunded $25 once the item is returned and inspected.
Returns Due to Luxzatee’s Fault
If the product you receive is incorrect, defective, or damaged during shipping, Luxzatee takes full responsibility. Please notify us at [email protected] within 30 days of delivery. In these cases, we will provide a prepaid return label or arrange pickup at no cost to you. You may choose either a replacement (if stock is available) or a full refund, including the original shipping fee.
Refund Process
Once your return is received at our facility, our quality control team will inspect it. If the product meets the eligibility requirements, we will send you a confirmation email. Refunds are initiated within 5 business days and are issued back to your original payment method. Depending on your bank or card provider, it may take an additional 2–3 business days for the funds to appear in your account.
Exchanges
If you prefer to exchange a product—for example, changing a sweatshirt size or swapping a pet accessory for another color—please specify this when contacting our support team. If the requested item is in stock, we will process the exchange. If it is unavailable, we will issue a refund instead.
How to Start a Return
To begin a return, email us at [email protected] with your order number and reason for return. Our support team will respond within 1–2 business days with full instructions and the return shipping address. Please repack the item securely, ideally in its original packaging or similar protective materials, and ship it back using the instructions provided. If we provide a return authorization number, please make sure it is clearly visible on the package.
Damaged or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, contact us immediately. We will arrange a replacement, free return, or full refund. Our priority is to resolve the issue quickly and ensure that both you and your pet receive the right products in good condition.
Contact Information
Luxzatee – Returns Department
Address: 1 Allington Ln, Bella Vista, AR 72715
Email: [email protected]
Phone: +1 (479) 213-3622
Support Time: Mon–Sun: 8:00 AM-5:00 PM CST
