Last updated: August 16, 2026
At Luxatrel, we want you to be satisfied with your purchase. If something is not right with your order, please review our return and refund policy below or contact us at shop@luxatrel.com.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must generally:
- Be in the same condition in which you received it
- Be unused and show no signs of misuse or damage caused after delivery
- Include its original packaging, accessories, manuals, and other items supplied with the product
- Include proof of purchase or your Luxatrel order number
Please contact us before returning an item. Returns sent without first requesting a return may not be accepted.
How to Request a Return
To start a return, contact us at shop@luxatrel.com.
Please provide:
- Your full name
- Order number
- Product you wish to return
- Reason for the return
- Photos or video if the item arrived damaged, defective, or incorrect
We will review your request and provide return instructions if the return is approved.
Please do not send a product back to an original manufacturer or supplier unless we specifically instruct you to do so.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If an item is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at shop@luxatrel.com.
Include your order number and clear photographs or other information showing the issue where applicable.
After reviewing the issue, we will work with you toward an appropriate solution, which may include a replacement, refund, or other remedy as appropriate.
Nothing in this policy limits any rights or remedies available to you under applicable consumer protection law.
Non-Returnable Items
Certain products may not be eligible for return for health, hygiene, safety, licensing, or other reasons.
Examples may include:
- Products that have been materially used, altered, damaged, or modified after delivery
- Items missing essential parts, accessories, or packaging because of circumstances attributable to the customer
- Gift cards
- Downloadable or digital products once supplied, where applicable
- Personalized or custom-made products, where applicable
- Products that cannot reasonably be resold for health or hygiene reasons once opened, where permitted by law
If you are unsure whether an item is eligible for return, contact us before sending it back.
Sale and Promotional Items
Products purchased during a sale or promotion are generally subject to the same 30-day return period unless the product was clearly identified as final sale before purchase or applicable law requires otherwise.
Any refund will generally be based on the amount actually paid for the item after applicable discounts.
Exchanges
If you need a different item, please contact us at shop@luxatrel.com.
Where an item is defective, damaged, or incorrect, we will review the circumstances and determine the appropriate replacement or other remedy.
For ordinary exchanges based on preference, availability of a replacement product cannot be guaranteed.
Return Shipping
Return-shipping responsibility depends on the reason for the return.
If a return results from a verified damaged, defective, or incorrect item, Luxatrel will provide appropriate return instructions and, where applicable, arrange or cover reasonable return-shipping costs.
For eligible returns based on preference, change of mind, compatibility, or similar reasons unrelated to an error or defect, the customer may be responsible for return-shipping costs.
Original shipping charges are generally non-refundable except where required by law or where the refund results from an error attributable to Luxatrel.
Please follow the return instructions we provide before shipping an item.
Refunds
Once we receive and inspect an eligible returned item, we will notify you of the outcome of your refund request.
If approved, the refund will generally be issued to the original payment method.
The time required for a refund to appear in your account can vary depending on your bank, credit-card issuer, or payment provider.
Shipping or other charges that are not eligible for reimbursement may be deducted where appropriate and permitted by law.
Late or Missing Refunds
If we have confirmed that your refund has been processed but you have not received it, please first check with your bank, credit-card issuer, or payment provider.
Financial institutions may require additional processing time before a refund appears.
If you have completed those steps and still have not received an approved refund, contact us at shop@luxatrel.com.
Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We will try to accommodate cancellation requests before an order enters processing or fulfillment, but we cannot guarantee that an order can be cancelled once processing has begun.
If the order has already been shipped, you may need to follow the applicable return procedure after receiving it.
Refused or Undeliverable Packages
Customers are responsible for providing accurate and complete shipping information.
If an order is returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package, additional shipping charges may apply before the order can be resent.
Any refund for an undeliverable or refused order will be handled according to the circumstances and applicable law.
Consumer Rights
This policy is intended to explain Luxatrel’s standard return and refund procedures.
It does not exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Contact Us
For questions about returns, refunds, exchanges, or damaged products, contact:
Luxatrel
620 Lolita Gardens
Mississauga, Ontario L5A 3K7
Canada
Email: shop@luxatrel.com
Phone: 559-425-8144