Refund and Return Policy for Luxhato

Effective Date: January 3, 2025

At Luxhato, we are committed to providing high-quality plants and related products. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are happy to assist you with returns and refunds in accordance with our policy outlined below.

1. Return Policy

We accept returns on products under certain conditions. If you are not satisfied with your purchase, you may return most items within 7 days of receiving the product. Please read the following return conditions carefully:

  • Return Window: Returns must be initiated within 7 days from the date of delivery.
  • Condition of Products: Products must be returned in original condition, unopened, and undamaged. If the product is used, damaged, or altered in any way, we reserve the right to refuse the return.
  • Return Shipping: The customer is responsible for return shipping costs unless the item is defective, damaged, or incorrectly shipped.
  • Non-returnable Items: Some products, such as perishable goods (e.g., certain plants or accessories), are non-returnable due to their nature. These items will be clearly marked on our website.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@luxhato.com with your order number, a brief description of the reason for the return, and the product(s) you wish to return.
  2. Return Authorization: Once we receive your return request, we will send you a Return Authorization (RA) number. This number must be included with your return shipment.
  3. Packaging: Pack the product securely in its original packaging, including any accessories, manuals, and parts.
  4. Shipping: Ship the product to the address provided by our customer service team. Please note that you are responsible for the return shipping costs unless the product is defective or incorrect.

3. Refund Policy

Once we receive the returned item and confirm that it meets our return policy requirements, we will process your refund. Refunds will be issued to the original payment method used for the purchase.

  • Processing Time: Refunds typically take 7-10 business days to process after we receive the returned item. The refund may take longer depending on your payment provider.
  • Partial Refunds: If the product is returned in damaged or used condition, we may issue a partial refund based on the condition of the returned item.
  • Shipping Fees: Shipping fees are non-refundable. If you received free shipping, the original shipping costs may be deducted from your refund.

4. Exchanges

If you received a damaged or defective item, we will be happy to offer you an exchange for the same product (subject to availability). To initiate an exchange, please contact us at info@luxhato.com with your order details.

5. Defective or Damaged Products

If your product arrives damaged or defective, we apologize for the inconvenience. Please follow these steps:

  1. Notify Us Immediately: Contact us within 48 hours of receiving the product at info@luxhato.com. Include your order number, a description of the damage or defect, and photos of the item showing the issue.
  2. Return and Exchange: Once we confirm the damage or defect, we will provide you with a pre-paid return label and arrange for a replacement or refund.

6. Cancellations

You may cancel your order within 24 hours of placing it. If the order has not yet been processed or shipped, we will issue a full refund. If the order has already been shipped, you must follow our return procedure.

7. Exceptions and Limitations

  • Non-returnable Items: Some items, such as plants that have been planted or opened, custom orders, or clearance products, may not be eligible for returns or refunds. Please refer to the product description for any specific restrictions.
  • Change of Mind: We do not accept returns due to a change of mind, so please ensure you are satisfied with your selection before completing the purchase.

8. Contact Information

For any questions or to initiate a return or exchange, please contact us at:

Luxhato
Street: 100 Terrapin Close Killen, Alabama
Phone: (256) 272-8170
Email: info@luxhato.com
Website: luxhato.com

We are here to assist you and ensure your shopping experience with Luxhato is as smooth and enjoyable as possible!