Your order is only eligible to be canceled and modified within 04 hours of placing the order. After that time, the order is locked for processing and can no longer be modified. To help you select the right product, we have provided the size chart, product description of each product on the product detail page.

Please contact our Customer Service [email protected] for modification or cancellation inquiries. Our agent will support you to revise any detail of the order from size, style, shipping info, color to the quantity of the product. After 4 hours since order creation time, if there is no other choice but you have to cancel the order (provided that we haven’t shipped the package yet) we will refund the shipping fee only.

2. Defective Item Replacement/Refund Policy

We will send you a replacement at no cost or issue a full refund when an item you received has a major problem/is defective, which can be:

• Significantly different from the description or the preview shown to you;
• Damaged due to the fault of our factory or the carrier;
• Not what you ordered;

There’s no need to return the defective item. Just help us to give it free to anyone who needs it or you can donate to the local groups where people are in need of it. You must make this request within 30 days of receiving the shipment. The product is unwashed, unused, and in the same condition that you received it. If the 30-day period has gone, we can’t offer you a replacement or refund.

How to request a replacement/refund (if applicable)

To file a claim, please send us an email to [email protected] and include the following information (this is a must):

• Order number
• Video/ photo of the defective product (along with a clear description of the problem)
• If your claim is in regards to a printing error, please include photographs of the error.
• If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
• Full delivery address

Our support team will review your claim and, if your item is eligible, we will send the replacement to you at no additional cost. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

Duration Of Refund Processing (if applicable)

As the refund is a reversal of your payment, we can only send it back the same way it was received, through your credit card or your original method of payment. Reversing a payment in this way is the fastest and most secure way to get your funds back to you.

The refund duration depends on the bank or card issuer, usually taking 7-10 days. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

3. For Customer Remorse

If the customers change their mind or just don’t need or like the item anymore, provided that the items meet return conditions, we accept the return to get an exchange or voucher within 30 days of the arrival, and customers are required to pay a return shipping fee in those circumstances:

• Better price found
• Changed mind
• Does not fit
• No longer needed
• Ordered wrong item (wrong size/color)

The cost of shipping is the actual cost of the carrier when sending back the package. The customer can choose the carrier for their convenience and take the whole responsibility of the product until it comes back to our receiving address/warehouse.

By returning product with shipping cost covered, there are 2 options available:

• Exchange for a new product
• Exchange for a voucher. Can be redeemed towards your next order. We’ll give you a voucher with the retail value of the returned items (not including the shipping fee) With this voucher, you can place a new order with the right stuff! Voucher is valid within 3 months since the creation time.

Required condition of returning items

• Items should be unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received.
• Return all original product packaging, including boxes, UPCs, bags, or any items used to wrap and protect the item.
• Items must have original tags, labels, or any accompanying materials in the state that they were originally included.

What items cannot be returned?

Please keep in mind that refunds are not permitted due to the consumer convenience indicated below:

• If your return request is more than 30 days since the delivery date
• In the event of product damage caused by the customer’s negligence.
• If products were supplied without first notifying our customer service.
• If customers only use or wear a product once.
• If the products are missing their tags, or being washed or worn.

How to initiate a return?

Before returning anything, please contact our customer service staff. Under many circumstances, we will find the best solution to avoid sending the packages back and forth unnecessarily for the sake of your time.

To ensure a fast and smooth warranty process, remember that all return Items must be returned to the warehouse with a RMA form provided by Luxgenz Customer Support team. Customers must return the package as per our instructions shipping address indicated on the R.M.A document and cover the shipping fee for returning the package only if customer support team has authorized the return. Packages sent back without authorization or not according to R.M.A instruction will not be accepted.

Here are 4 steps:

• Step 1. Please describe the issue clearly in the RMA form and fill out all required information.
• Step 2. Provide us pictures (under 2MB) that display the product itself.
• Step 3. Once we have reviewed documents in step 1 & 2, we will arrange a return under warranty and email you, make sure to check your email to not miss our reply on your request. We will also send you a return label. Please use it to stick outside of the box.
• Step 4. Please ship the package according to the return instructions provided by our team.

When our warehouse receives your returned package, we will send the exchange or issue the voucher as mentioned above. It may take 1-2 weeks depending on the carrier you choose and also our working time. We will try our best to deliver your expected things soon.