Refund policy
Refund Policy
At Luxor, we want you to feel confident with every order. If something is wrong with your order, we’ll make it right.
30-Day Satisfaction Support
You have 30 days after receiving your order to contact us if there is an issue with your Luxor product.
Because our products are fragrance-based and used in vehicles, we cannot accept returns of opened or used products for hygiene and quality reasons. However, if your product arrives damaged, defective, leaking, or incorrect, we will offer a replacement, store credit, or refund depending on the situation.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, leaking, or different from what you ordered, please contact us within 7 days of delivery at:
Please include:
-
Your order number
-
A photo or video of the issue
-
A short description of what happened
Once reviewed, we may offer a replacement, store credit, or refund.
Unopened Returns
If you change your mind, unopened and unused products may be eligible for return within 14 days of delivery.
To be eligible:
-
The product must be unopened
-
The product must be unused
-
The product must be in its original packaging
-
Proof of purchase is required
Return shipping costs are the responsibility of the customer unless the product arrived damaged, defective, or incorrect.
Final Sale Items
The following items are final sale:
-
Opened or used fragrance products
-
Gift cards
-
Clearance items
-
Promotional/free items included in a bundle
-
Products damaged by misuse, incorrect installation, excessive spilling, or improper handling
Bundles and Promotions
For bundle offers such as “Buy 3, Get 2 Free,” all items in the bundle must be returned together if a return is approved.
If only part of a bundle is returned, the refund amount may be adjusted based on the regular price of the items kept.
Refund Processing
Once your return or refund request is approved, refunds are processed back to the original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund after it has been issued.
Lost or Delayed Packages
If your package appears lost or unusually delayed, contact us at support@luxorscent.com and we’ll help investigate the issue with the carrier.
How to Start a Request
To start a refund, replacement, or return request, contact us at:
Please include your order number and details about your request.
Luxor reserves the right to refuse returns or refunds that do not meet the conditions above.