Refund policy

1. 7-Day Return Window

We offer a 7-day return period from the date your order is delivered.

To qualify for a return:

  • The item must be unused

  • In its original condition

  • In its original packaging

  • All accessories, manuals, and protective materials must be included

  • The item must show no signs of wear, scratches, dents, or damage

Returns requested after 7 days of delivery will not be accepted.

2. Return Shipping Costs

  • Return shipping costs are the responsibility of the customer

  • We recommend using a trackable shipping service

  • We are not responsible for items lost or damaged during return transit

  • Original shipping fees (if any) are non-refundable

3. Restocking Fee

All approved change-of-mind returns are subject to a 20% restocking fee, which will be deducted from the refund amount.

This fee covers:

  • Product inspection and testing

  • Repackaging and handling

  • Payment processing fees

4. Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery.

You must provide:

  • Clear photos of the outer packaging

  • Clear photos of the damaged or faulty product

  • A brief description of the issue

Once verified, we will:

  • Send a free replacement at no additional cost, or

  • Provide an appropriate resolution

No restocking fee applies to verified damaged or faulty items.

5. Exchanges

We do not offer direct exchanges.

If you would like a different product, model, or size, please:

  1. Request a return within 7 days of delivery

  2. Return the original item in unused condition (restocking fee applies)

  3. Place a new order separately for the desired item

This ensures faster processing and availability of stock.

6. Non-Returnable Items

We do not accept returns for:

  • Used items

  • Items damaged due to misuse

  • Items returned without original packaging

  • Clearance or final sale items (if marked as such)

7. Change of Mind After Ordering

If you change your mind after placing an order:

  • Orders cannot be cancelled once they have been dispatched

If your order has already been dispatched, you must:

  1. Receive the parcel as delivered

  2. Contact us within 7 days of delivery to request a return

  3. Send the item back following our approved return instructions

Refunds will only be processed after we receive and inspect the returned item, and the standard return conditions (including the restocking fee) will apply.

8. Refund Processing

Once your returned item is received and inspected:

  • Approved refunds will be processed within 3–5 business days

  • Refunds will be issued to the original payment method

  • Your bank or payment provider may require additional time to complete the transaction

9. Contact Us

For all return, refund, or exchange requests, please contact us via the website contact form.

We aim to provide a premium customer experience that reflects the quality and craftsmanship of LUX Watch Care products.