Refund policy

Returns & Cancellations Policy

Order Cancellations

We provide a 2-hour grace window for order cancellations.

  • Within 2 hours of purchase: if you need to cancel your order, you must immediately reply to your confirmation email with the subject line "URGENT: CANCELLATION".

  • After 2 hours: Once this window has passed, the order is processed for fulfillment and cannot be canceled via email. In these cases, you must wait for the item to arrive and then follow the standard return process through our Returns Center.

Return Eligibility

Our return policy lasts 30 days from the date you receive your item. To be eligible for a return, your item must be in the same condition that you received it. The condition of the item will be evaluated upon arribal at our warehouse based on use, packaging, and original tags. Items that are used, worn, or damaged (if the damage was not reported immediately upon arrival) may be subject to inspection, and full or partial refunds, or denial of the return may apply.

How to Start a Return

All returns must be officially submitted through our Returns Center located in our store's main menu. We do not accept items sent back to us without prior approval through this system.

  1. Log In: Go to the Returns Center in our main menu. Enter your email address and the 6-digit verification code sent to your inbox to access your account.

  2. Select Order: In your order history, click on the eligible order and select the specific item(s) you wish to return.

  3. Choose Reason: Select the reason for your return from the dropdown menu.

  4. Upload Evidence: If your return is due to an item being Damaged, Defective, Wrong item received, or Not as described, you are required to upload clear photos using the "Add photos" button and provide a brief description in the notes box.

  5. Submit: Click "Request return". Our team will evaluate your request within 2-3 business days.

Return Approval & Shipping Instructions

Once your request is approved, you will receive an email with specific instructions based on the reason for your return:

  • Pre-paid Label (ShopLuxeSmart Pays): If the return is due to our error (Damaged on arrival, Defective, Wrong Item, or Item didn't match description), we will email you a pre-paid shipping label (USPS or UPS). You must print it, attach it to the package, and drop it off at the designated carrier location.

  • Customer-Paid Shipping: If the return is due to personal reasons (Changed Mind, Better Price, Just didn't like it, or Accidentally Order), you will receive our warehouse address. You must purchase a shipping label from your preferred carrier and provide us with the tracking number via email.

⚠️ Important Note: Please ensure the device or product is returned in its original condition and packaging. Remember to remove any personal accessories, modifications, or batteries not included in the original purchase, as these cannot be returned or recovered once the item is received at our warehouse.

Non-returnable items

Certain types of items cannot be returned to ensure safety and hygiene:

  • Perishable Goods: This includes pet food and treats that have been opened or have a broken seal. To be eligible for a return, pet food bags must be completely sealed and in their original packaging.
  • Personal Care Goods: Beauty products or items involving hygiene.
  • Custom/Personalized Products: Special orders or items tailored to your specific request.
  • Hazardous Materials: Flammable liquids or gases.
  • Final Sale: Items explicitly marked as "Sale" or Gift Cards.

Exchanges

To provide you with the fastest service, we do not offer direct exchanges. The most efficient way to get what you need is to initiate a return for your current item through our Returns Center. Once your return is accepted and processed, you can make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return. Please note that refunds will only be issued after the item has been physically received and verified at our facility. Items returned with personal accessories or batteries not part of the original product will be processed accordingly, and such accessories cannot be sent back to the customer. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at customer@shopluxesmart.com.

Legal Protection / Disclaimer

Please read carefully: By purchasing from ShopLuxeSmart, you agree to our return and refund policy. We reserve the right to refuse returns or refunds if items are returned in a condition not covered by this policy, including items returned without prior approval or beyond the 30-day return period.

While we strive to provide accurate product descriptions and images, we cannot guarantee that colors, sizes, or other product details will match every customer's expectations.

This policy applies only to sales and shipments within the Contiguous United States (The 48 lower states and Washington D.C.). We do not offer shipping or returns for Alaska, Hawaii, Puerto Rico, any other U.S. territories, military bases (APO/FPO/DPO), or international locations. For any concerns not addressed here, please contact us at customer@shopluxesmart.com. By following our instructions for returns and exchanges, both the customer and ShopLuxeSmart are protected.