Refund & Replacement Policy
Read Luxevion's Refund & Replacement Policy. Learn about damaged items, defective products, replacement eligibility, unboxing video requirements, and customer support.
Replacement Eligibility
At Luxevion, we stand behind the quality of our premium products. Replacements are available for the following cases:
- Damaged products received during shipping
- Broken or defective items
- Wrong product delivered
- Missing products from your order
All replacement requests must be reported within 48 hours of delivery and must include a complete unboxing video from start to finish.
Non-Eligible Cases
The following situations are not eligible for replacement:
- Used or worn products
- Change of mind or preference
- Color preference changes
- Products reported after 48 hours of delivery
- Claims without complete unboxing video evidence
- Products damaged due to misuse or negligence
Unboxing Video Requirement
A complete unboxing video is absolutely required for processing any replacement request. No replacement will be approved without this evidence.
Your unboxing video must show:
- The sealed package before opening
- The complete unboxing process from start to finish
- Clear view of the product and any damage or defects
- The product label and packaging details
This policy protects both you and Luxevion, ensuring fair and transparent resolution of any issues.
Replacement Process
Follow these steps to request a replacement:
- Step 1: Contact our support team at helpluxevion@gmail.com within 48 hours of delivery
- Step 2: Provide your order number and detailed description of the issue
- Step 3: Submit your complete unboxing video and clear photos of the product
- Step 4: Our team will review your claim within 24-48 hours
- Step 5: Once approved, we will arrange for replacement shipment
Replacement approval is subject to verification of the submitted evidence and compliance with our policy terms.
Processing Time
We understand the importance of timely resolution. Here's what to expect:
- Claim Review: 24-48 hours from submission
- Approval Notification: Within 1-2 business days
- Replacement Shipment: 3-7 business days after approval
- Delivery: Standard shipping times apply
We strive to process all valid claims as quickly as possible while ensuring thorough verification.
Frequently Asked Questions
Unfortunately, without an unboxing video, we cannot process replacement requests. We strongly recommend recording unboxing videos for all deliveries to protect your purchase.
Our policy focuses on replacements for damaged, defective, or incorrect items. Refund options may be considered on a case-by-case basis. Please contact our support team to discuss your specific situation.
Claims reported after 48 hours of delivery are not eligible for replacement under this policy. We encourage you to inspect your order immediately upon delivery.
Return requirements will be communicated during the claim review process. In some cases, we may arrange for pickup of the defective item, while in others, photographic evidence may be sufficient.
The unboxing video must be recorded at the time of delivery and submitted within 48 hours. Videos recorded after opening or using the product will not be accepted as valid evidence.
Need Help?
Our customer support team is here to assist you with any questions or concerns about our refund and replacement policy.
helpluxevion@gmail.com