Our Returns, Refunds and Cancellation Policy mandates that the merchant refund or replace the product when the product was inaccurately depicted or described.

If a product arrives and does not match the description / depiction provided by the merchant, follow these steps to address the issue:

1. Document the Discrepancy: Take photos or videos of the product as soon as you notice the discrepancy. Document any differences between what was described in the product listing or advertisement and what you actually received. This visual evidence can be valuable when communicating with the merchant.

2. Review the Merchant’s Policies: Check the Merchant’s return, refund, and exchange policies to understand your options for resolving the issue. Some Merchants may offer specific procedures for handling cases where products don’t match their descriptions.

3. Contact the Merchant: Reach out to the merchant or seller to inform them of the discrepancy and request a resolution. Provide clear and detailed information about the problem, including specific differences between the product received and the description provided. Use email or messaging platforms provided by Luxauro. You can contact the Merchant about your item / order in the following ways:

   • Go to your account >> Orders >> Select the order that has an issue. Click on the “Request Warranty” button, and describe the issue to the Merchant. (This is the same as returning the item.)

   • Go to your account >> Orders >> Select the order that has an issue. Click on the “View” button >> Click on “Get Support” and describe the issue to the Merchant.

4. Request a Refund, Replacement, or Exchange: Depending on the Merchant’s policies and the severity of the discrepancy, you may be entitled to a refund, replacement, or exchange. Clearly communicate your preferred resolution and give the merchant an opportunity to address the issue.

5. Keep Records of Communication: Maintain records of all communication with the merchant, which may include emails, messages, etc. Note the dates, times, and details of each interaction. This documentation can be useful if you need to escalate the issue or file a dispute with the marketplace or payment provider.

6. Escalate the Issue if Necessary: If the merchant is unresponsive or unwilling to resolve the issue satisfactorily, consider escalating the matter to Luxauro. 

7. Review Buyer Protections: If you used a credit card or payment platform to make the purchase, review their buyer protection policies. You may be eligible for a refund or dispute resolution through these channels if the Merchant fails to address the issue adequately.

By following these steps and being proactive in addressing discrepancies with the merchant, you can increase the likelihood of achieving a satisfactory resolution to the issue.