Refund policy

Overview

At Luxen Red Light Therapy, your satisfaction matters. If you’re not completely happy with your purchase, we offer a clear and straightforward return process.

Please read this policy carefully before initiating a return.

1. Return Window

You may request a return within 1 day (24 hours) of receiving your order.

Return requests submitted after this 24-hour window will not be accepted.

To start a return, email us at [support@luxenredlight.com] within 24 hours of delivery with:

• Your order number
• Reason for the return
• Photos (if the product is damaged or defective)

2. Eligibility for Returns

To be eligible for a return, your item must meet ALL of the following conditions:

✅ Returned within 24 hours of delivery
✅ Unused, in original condition
✅ In original packaging with all accessories, manuals, and tags included
✅ Proof of purchase (order number or receipt)

Non-Returnable Items:

The following items are NOT eligible for return:

• Items damaged due to misuse, mishandling, or normal wear and tear
• Products not in their original packaging
• Items with missing accessories or parts
• Used or opened personal care/hygiene items (for hygiene reasons)
• Items purchased on final sale or with “non-returnable” marked at checkout
• Gift cards

3. How to Initiate a Return

Step 1: Email [support@luxenredlight.com] within 24 hours of delivery with your order number and reason for return.

Step 2: Our team will review your request and respond within 24 hours.

Step 3: If approved, you will receive return shipping instructions and a Return Authorization (RA) number.

Step 4: Pack the item securely in its original packaging and ship it back using a trackable shipping service.

Important:

• Returns sent without prior authorization will not be accepted.
• Do not return the product to the address on the original package — we will provide the correct return address.

4. Return Shipping Costs

• Customer-initiated returns (change of mind, wrong choice): The customer is responsible for return shipping costs.
• Defective or damaged products: Luxen will cover return shipping costs.
• Wrong item received: Luxen will cover return shipping costs.

We recommend using a trackable shipping method, as we cannot guarantee receipt of returns sent without tracking.

5. Refunds

Once we receive and inspect your return, we will notify you via email about the status of your refund.

If Approved:

• Refunds will be processed within 5–7 business days to your original payment method.
• Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.

If Rejected:

• If the returned item does not meet our return conditions, we will notify you and ship the item back to you at your expense.

Partial Refunds:

We may offer a partial refund in cases where:

• Items show signs of use or damage not due to our error
• Original packaging is missing or damaged
• Accessories or parts are missing

6. Damaged or Defective Items

If you receive a damaged or defective product:

Email [support@luxenredlight.com] within 24 hours of delivery with:
• Order number
• Photos/videos clearly showing the damage or defect
Our team will review and respond within 24 hours.
We will arrange a free replacement or full refund at no extra cost.

7. Exchanges

We do not offer direct exchanges. If you want a different item:

Initiate a return for the original item (within 24 hours of delivery)
Place a new order for the desired item

8. Late or Missing Refunds

If you haven’t received your refund within 7 business days of approval:

Check your bank account again
Contact your credit card company or payment provider — refunds may take time to officially post
Contact your bank — there may be processing time before the refund appears

If after all this you still haven’t received your refund, email us at [support@luxenredlight.com].

9. Cancellations

• Orders can be canceled only before they are shipped.
• Once an order has shipped, it cannot be canceled — you will need to follow the return process after delivery.
• To cancel, email [support@luxenredlight.com] with your order number as soon as possible.

10. Contact Us

For any return or refund questions, please reach out:

Luxen Red Light Therapy 🇺🇸
Email: [support@luxenredlight.com]

We typically respond within 24 hours on business days.