First double check the merchant’s Returns & Refunds Policy for the specific product in question, if they no longer sell the product, double check their suite’s Returns & Refunds Policy.

A merchant must abide by their Returns & Refunds Policies and honor any and all applicable refund or product replacement requests. Luxauro merchants must adhere to the “Minimum Returns & Refunds Guarantee Policy” here. If they are violating a provision of this policy, please contact us. 

A merchant may refuse a refund or product replacement request for a variety of legit reasons including:

1. It has been more than 30 days (or however many days as the policy covers) since the product’s date of delivery (In general Returns & Refunds Policies including Luxauro’s General Returns & Refunds Policy Template cover products for only 30 days after delivery, if it has been over 30 days, it is unlikely that a merchant will accept a refund or product replacement request).
2. Some merchants may not accept refund or product replacement requests for certain scenarios including:
   1. If a customer changes their mind on a product
   2. If a product is slightly but not substantially different than as described
3. If you are unable to provide proof-of-purchase
4. If they require proof-of-damage for a product claimed to arrive damaged and you are unable to provide proof-of-damage
5. If there is substantial reason to suspect a refund or product replacement request is fraudulent

If you believe the merchant is violating their own Returns & Refunds Policy, is violating the “Minimum Returns & Refunds Guarantee Policy“, or otherwise should refund your order or send a replacement product and they are rejecting the request, please reach out to Luxauro here. 

Although we cannot guarantee you that we will be able to secure a refund for you, we will be happy to help contact the merchant and try to get a response from the merchant for you.