Refunds & Returns

Our risk free 30-day guarantee!

We want you to be completely satisfied with your purchase. If you encounter any issues within 7 days, please contact us. 

Please note that our Replacement/Returns Policy is valid for 7 days from the delivery date, according to the tracking status. After 7 days, we cannot offer a replacement, refund or replacement. Additionally, original shipping costs are non-refundable once the order has been shipped. Unauthorized returns will also be disposed or not refunded.


REFUNDS OR REPLACEMENT 
To be eligible for a refund or replacement, you must first email us at support@luxxtails.com within 7 days of receiving the products. Include videos and pictures of the packaging or shipping label and proof showing the damaged or not working product. Photos, videos or other evidences may be requested by the support team depending on the situation. Once we receive the evidences, we will ship out a replacement. If a replacement is not available on hand, the buyer is responsible for the return shipping cost and we will refund your item once return is received.

Please note that original shipping costs are non-refundable once the order has been shipped. For returns without replacements, a restocking fee will be deducted from the refund. Additionally, a partial or zero refund may apply based on returned item condition as per our policy.

INCORRECT PRODUCT RECEIVED
If we at LuxxTails™ mistakenly shipped you the wrong product compared to the invoice or order confirmation email, please contact us immediately within 2 business days with a photo or proof of the incorrect item part you received. We will arrange an immediate replacement and cover all shipping costs for all approved claims within the above-said timeframe only.
If the customer accidentally ordered the wrong product based on the invoice or order confirmation email, we cannot offer a refund for the return. 

LOST OR STOLEN PACKAGES BUT DELIVERED AS PER TRACKING
LuxxTails™ is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.  If your tracking information shows that your package was delivered but you have not received it, please contact your shipping carrier (J&T Express, LBC, etc.) immediately or obtain a police report. Carriers usually have records of the delivery address. If you have any further questions on how to do this please reach out to our customer support team at support@luxxtails.com.

RETURNED TO SENDER DUE TO FAILED DELIVERY ATTEMPT
LuxxTails™ is not responsible for packages with failed delivery attempts. The addresses we use are provided by customers during checkout. For returned packages, our support team will contact the customer to arrange re-delivery to a correct or deliverable address. An additional shipping fee invoice will be sent, which must be paid by the customer.

If the customer chooses to request a refund, please note that shipping costs are non-refundable once the order has been shipped. A 10% restocking fee will be deducted for packages returned to the sender. The product must be returned and received at our return address before we issue a refund.

Please feel free to contact us about returns or refunds at support@luxxtails.com. If you are unsatisfied with your order - please contact our support and we will do our best to help you out!