Refund policy

At The Lux Avenue, customer satisfaction is important to us. If you are not satisfied with your purchase, we are here to help.

Return Eligibility

We accept eligible returns within 30 days of the delivery date.

To be eligible for a return:

  • The item must be unused and unworn
  • The item must be in its original condition
  • The item should include its original packaging and applicable tags
  • Proof of purchase or your order number is required

Items that do not meet these conditions may not be eligible for a return or refund.

Non-Returnable Items

Returns may not be accepted for items that:

  • Have been used, worn, washed, or damaged after delivery
  • Show signs of misuse or improper handling
  • Are returned without prior approval
  • Are requested more than 30 days after delivery

How to Request a Return

To request a return, please contact our customer service team with:

  • Your order number
  • Reason for the return
  • Photos of the item, if applicable

Please do not send an item back without receiving return instructions from us first.

Return Shipping

For returns due to a change of mind or personal preference, the customer may be responsible for the return shipping cost.

If you receive a damaged, defective, or incorrect item, please contact us before returning it so we can review the issue and provide appropriate instructions.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

Please provide your order number and clear photos of the item and packaging so we can review the issue and determine the appropriate solution.

Refunds

Once your returned item is received and inspected, we will notify you whether your return has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 15 business days for your refund to be processed and reflected in your account. The exact timing may vary depending on your bank or payment provider.

Original Shipping Charges

Because we offer free standard shipping on orders within the United States, there are normally no original shipping charges to reimburse.

Late or Missing Refunds

If you have not received your refund after the stated processing period, please:

  1. Check your bank or payment account again.
  2. Contact your card issuer or payment provider.
  3. Contact your bank if necessary.

If you still cannot locate your refund, please contact our customer service team for assistance.

Order Changes & Cancellations

You may request to change or cancel your order within 12 hours of placing it.

After 12 hours, your order may already be processing or preparing for shipment, and changes or cancellations may no longer be possible.

Incorrect Shipping Address

Customers are responsible for providing an accurate and complete shipping address during checkout.

If you notice an error in your shipping address, please contact us within 12 hours of placing your order. We will do our best to update the address before the order is processed or shipped.

We may not be responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.

Contact Us

Customer Service Opening Hours:

  • Monday to Friday
  • 8:00 a.m. to 5:00 p.m. (MST) Mountain Standard Time (Albuquerque, New Mexico)

Response Time: We strive to respond to all emails within 24 business hours.