Returns & Refund Policy
Your purchase is protected. Learn about our return and refund process.
Return Window
You have 48 hours from delivery confirmation to inspect your item and report any authenticity or condition concerns.
Our authentication team reviews and responds to all reports within 48 hours. We prioritise authenticity concerns and aim to resolve them as quickly as possible.
Conditions for Returns
Eligible for Return
- Item is not authentic (counterfeit or misrepresented)
- Item does not match the listing description significantly
- Item arrived damaged due to shipping
- Wrong item was delivered
- Item has undisclosed defects not shown in photos
Not Eligible for Return
- Change of mind or no longer wanted
- Item does not fit (unless size was misrepresented)
- Minor variations in colour due to screen differences
- Natural wear consistent with the listed condition
- Buyer remorse after purchase
How to Initiate a Return
Report an Issue
Go to your Orders page, select the order, and tap "Report Issue." Provide a detailed description and supporting photos of the issue.
Review Period
Our authentication team reviews your report within 24-48 hours. We may contact both buyer and seller for additional information.
Resolution
If the dispute is approved, you will receive return instructions. Ship the item back using the provided label.
Refund Issued
Once we receive and verify the returned item, your refund is processed within 3-5 business days to your original payment method.
Refund Timeline
| Stage | Timeframe |
|---|---|
| Dispute review | 24-48 hours |
| Return shipping (if approved) | 1-3 business days |
| Item inspection | 1-2 business days |
| Refund processing | 3-5 business days |
| Funds appear in account | 1-3 business days (varies by bank) |
Total estimated time from dispute to refund: 7-14 business days. Authenticity-related disputes are prioritised for faster resolution.
Luxee Buyer Protection
Every purchase on Luxee is backed by our Buyer Protection guarantee. If your item is not authentic or significantly differs from the listing, you are entitled to a full refund. Your payment is held securely until you confirm receipt and satisfaction.
Learn More About Buyer ProtectionNeed to open a dispute?
Visit your Orders page to initiate a return, or contact our support team for assistance.