Our commitment to your satisfaction
We stand behind every Luxin product. If you're not satisfied for any reason, we make the return process simple and straightforward.
Undamaged Luxin products may be returned for a full refund within 30 days of purchase, for any reason, no questions asked. This guarantee applies to standard retail purchases only. Corporate purchases and bulk orders are not eligible for refunds.
Orders of 10 or more units of the same product are considered bulk orders and are excluded from this policy.
To qualify for a return, items must meet the following conditions:
Returns that do not meet these conditions may be rejected at our discretion.
If your order was placed under a buy-one-get-one or spend-and-save promotion, all items included in the promotion must be returned together. Returning only part of a promotional order will result in a partial refund, with the retail value of the retained items deducted from your total.
To begin a return, contact our support team with your order number and the email address used at checkout. We will verify eligibility and provide return instructions. If you checked out as a guest, you can register for an account using the same email to access your order history.
We encourage you to reach out before shipping anything back, as our team can often resolve issues without a return being necessary.
Once your return arrives at our facility and passes inspection, a refund will be issued to your original payment method. Processing typically takes 3–5 business days from the time inspection is complete.
Orders may be canceled within one hour of placement. After that window, if your order has not yet entered the shipping phase, contact us as soon as possible and we will do our best to assist. Orders that have already been dispatched cannot be canceled. A return can be initiated upon delivery.
Returns on orders of 10 or more units of the same product are not covered under our standard refund policy and will be handled on a case-by-case basis. Please contact our wholesale support team to discuss your situation directly.
For products purchased through third-party platforms such as Amazon or through Luxin-authorized retailers, please refer to the return policy of that platform or retailer. Luxin's direct refund policy applies only to purchases made through our official channels.
Every Luxin product is backed by a 12-month limited warranty from the date of original purchase. If something is wrong with your product, we will take care of it.
This warranty covers defects in materials and workmanship that occur under normal use during the 12-month warranty period. It applies only to products purchased through official Luxin channels and is valid only in the country of original purchase.
This warranty does not cover damage resulting from misuse, accidents, unauthorized modifications, or normal wear and tear. Products purchased through unauthorized resellers and items without valid proof of purchase are not eligible for warranty service.
Once a claim is verified, we will replace the defective product with the same or a comparable model. If a replacement is not available, we will offer a partial refund based on the product's usage period. All decisions on how a claim is resolved are made at Luxin's discretion.
Warranty coverage on any replacement product will remain valid for the remainder of the original warranty period or three months from the date of replacement, whichever is longer.
If your claim requires you to send the product back to us, return shipping is your responsibility. Once we receive and verify the defect, your replacement will be shipped to you free of charge. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.
To submit a warranty claim, use the Process a Warranty portal located at the bottom of our main page or through your account settings. Please include your proof of purchase and a description of the issue. Photos or video showing the defect are helpful. Claims must be submitted within the 12-month warranty period.
To the extent permitted by law, Luxin's liability is limited to the replacement or partial refund of the defective product. Luxin is not responsible for any indirect or consequential losses arising from the use of its products. This warranty does not affect any statutory rights you may have under applicable consumer protection laws.