Refund policy
At Luxenne, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be eligible to return it and request a refund in accordance with the terms below.
Returns
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must:
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Be unused and in its original condition.
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Be in the original packaging, where applicable.
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Include all original accessories, tags, and components.
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Not show signs of use, damage, washing, or alteration.
Certain products may not be eligible for return due to hygiene, safety, or other applicable restrictions. If an item is marked as non-returnable on its product page, it cannot be returned unless required by applicable law.
How to Request a Return
To request a return, please contact us at wjuliaomaia@gmail.com with:
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Your order number.
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The name of the item you wish to return.
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The reason for the return.
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Photos of the item, if the product is damaged, defective, or incorrect.
Please do not send your purchase back before receiving return instructions from our customer service team.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow your payment provider or bank additional processing time for the refunded amount to appear in your account.
If your return does not meet our return requirements, we may be unable to issue a refund.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at wjuliaomaia@gmail.com.
Please provide your order number and clear photographs showing the issue. We will review your request and, where appropriate, offer a replacement, refund, or another suitable solution.
Return Shipping
Unless the item received is defective, damaged, or incorrect, the customer may be responsible for the cost of return shipping.
If the return is due to an error on our part or a defective product, please contact us before returning the item so we can provide appropriate instructions.
Exchanges
If you would like to exchange an item, please contact us at wjuliaomaia@gmail.com. Depending on product availability, we may arrange an exchange or recommend returning the original item and placing a new order.
Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible after placing your order. We will do our best to accommodate your request, but orders that have already been processed or shipped may not be able to be cancelled.
Contact Us
If you have any questions about our Refund & Return Policy, please contact us:
Luxenne
Rua José Lourenço de Sá
Campinas, São Paulo, 13060-478
Brazil
Email: wjuliaomaia@gmail.com
This Refund & Return Policy may be updated from time to time to reflect changes to our practices or applicable requirements.