100% SATISFACTION GUARANTEE
As a growing brand, we value customer satisfaction highly and the team at Laxuna is constantly working around the clock to get the right products to your door as smoothly as possible.
Our products are of the highest quality, using premium materials and undergoing stringent quality control processes. We want you to be beyond delighted with your purchase but if for any reason you are unhappy with your purchase you can return it with 14 days of receiving your products and receive a full refund OR we can provide a different solution to the problem at hand.
To be eligible for a full refund and return, your item(s) must be unused and in the same condition that you received it in and must be in its original packaging.
You are also responsible for paying your own shipping costs when returning the item(s) to our address which we will provide via email. Shipping costs are non-refundable.
If you are shipping an item over $25, please consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. We will issue a full refund once we have proof of shipment, which includes a picture of the parcel with our address clearly labelled and receipt of shipment with a tracking ID.
CAN I CANCEL MY ORDER?:
We encourage all of our customers to be 100% satisfied with their items in their shopping cart before purchasing as well as double checking their shipping address. We are not responsible for an incorrect shipping address.
Should you wish to cancel your order within 6 hours of placing your order, we are happy to cancel your order and issue a full refund. However, it is too late to cancel or update your order after this time period as our teams would have already begun preparing your order for shipment.
If you would like to return the goods for a full refund you have 14 days to email us upon receipt of product and another 14 days to send it back to our office at your own cost.
Please contact us at firstname.lastname@example.org if you would like to cancel an order or return a product.
I RECEIVED A FAULTY ITEM:
We're sorry to hear that you have received a faulty item! Please send us the following information to our email: email@example.com
- Your Order ID #
- Item Name
- Photos that show the fault as clearly as possible, full length photo of the item
Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.
I RECEIVED THE WRONG ITEM:
We sincerely apologize if our team sent you the wrong item. Please send us the following information to our email: firstname.lastname@example.org.
- Your Order ID #
- a full-length photo of the wrong item
MY PARCEL HASN'T ARRIVED YET:
Our money-back guarantee is 60 business days to allow for any unforeseen circumstances that may arise and cause a delay. If your order is still in transit for 60 business days after the day your package has started transit, we will provide the option to reship the order or issue a full refund.
We are unable to provide full refunds before this period if the package is still in transit or already arrived in destination country as per the tracking information.
Once a package has been shipped out, it is up to the postal services to process and deliver your package as safely as possible and in a timely manner. We have no control over this. We would like to ask you to be patient with the postal services as they are working hard to process international packages as safely and quickly as possible.
For all order inquiries, please get in contact with our team.
EXCEPTIONS / NON-RETURNABLE ITEMS:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
I HAVEN'T RECEIVED MY ORDER AND IT WAS FOR A SPECIAL OCCASION!
Unfortunately, we do not issue cancellations/refunds based on situations like this or similar scenarios like parties, special occasions, weddings, anniversaries, Christmas, etc.
If you would like to return the items upon receiving them you have 14 days to email us and another 14 days to send it back to our office at your own cost.
If the tracking information marks your order as 'delivered successfully' to the shipping address provided to us with or without a signature but you have yet to receive your items then we will try our absolute best to resolve this situation.
To protect Laxuna from fraud, we will only provide a refund once we have completed a full investigation with the logistics team and our customers.