Refund policy

Return & Refund Policy

We want you to be completely satisfied with your Luxen purchase. Please read this policy before starting a return.

Return Window

You may return an eligible item within 60 days of delivery. Once 60 days have passed, we are no longer able to offer a refund or exchange.

To be eligible for a full refund:

  • The item must be unused and in the same condition you received it.
  • The item must be returned in its original packaging with all included accessories.
  • You must contact us for return instructions before shipping anything back.

Please do not send returns directly to the manufacturer. Returns sent without prior authorization may not be processed.

Partial Refunds

A partial refund may be issued when a returned item:

  • shows obvious signs of use beyond reasonable testing,
  • is not in its original condition, or
  • is damaged or missing parts for reasons not caused by our error.

Non-Returnable Items

  • Gift cards
  • Opened topical or skincare products, for hygiene and safety reasons
  • Items marked final sale at the time of purchase

How to Start a Return

Email support@luxenredlight.com with your order number and the reason for the return. We reply within one business day with return instructions and the return address.

Refunds

Once your return arrives and has been inspected, we will email you to confirm we received it and to let you know whether the refund was approved.

Approved refunds are issued to your original payment method. Depending on your bank or card issuer, the credit typically posts within 5-10 business days.

Late or Missing Refunds

If you have not received an approved refund:

  1. Check your bank account or card statement again.
  2. Contact your card issuer, as posting times vary.
  3. Contact your bank directly.

If you have done all three and still do not see the refund, email support@luxenredlight.com and we will trace it.

Exchanges

We replace items that arrive defective or damaged. Email support@luxenredlight.com within 48 hours of delivery with your order number and photos, and we will arrange a replacement at no cost to you.

Return Shipping

  • For change-of-mind returns, you are responsible for return shipping costs, and original shipping charges are non-refundable.
  • For defective, damaged, or incorrect items, we cover return shipping.
  • We recommend a trackable shipping method. We cannot issue a refund for a return we never receive.

Questions

Email support@luxenredlight.com. We reply within one business day, Monday through Friday.