Refund policy

Thank you for your interest in LxudCustomz! Below is an outline of our returns and refund procedures and guidelines:

1. Returns Eligibility

Customers may be eligible for returns if the product is:

  • Damaged
  • Defective
  • Significantly different from what was described on our website

Returns/Refunds will not be accepted for:

  • Incorrectly ordered products
  • Change of mind
  • Items not in their original condition or that have been used.
  • Incorrect Address 

2. Return Process

To initiate a return, customers must contact our customer support team within 14 days of the delivery date.

  • After this period, you will not be eligible for a return.
  • We will require photo evidence of the product to assess its condition.
  • Once approved, we will provide instructions on how to return the product, including any necessary documentation or packaging information.
  • Please note: Once an order is placed, it cannot be canceled. Contact support for assistance.

3. Return Shipping

  • Customers are responsible for the cost of return shipping.
  • Due to suppliers being abroad, customers may be responsible for any customs duties, taxes, or fees associated with the return. This will be stated to you upon request.
  • If a pre-paid return label is issued, the cost will be deducted from the refund amount.
  • The item must be shipped back within 7 days for the return label to be valid.
  • Restocking fees may apply depending on the value of the item.

Photographic Proof:

  • Photos of the item must be provided.
  • The item must be returned within 1 week from the delivery date to be eligible for a refund (proof of postage is required).
  • We recommend using a traceable shipping method to ensure the safe return of the product.

4. Refund Options

Refunds will be issued after the returned product is received and inspected.

  • Depending on the circumstances, refunds may be provided as store credit or returned to the original payment method.
  • Please note that shipping costs and restocking fees are non-refundable.

5. Refund Processing Time

Refunds will be processed within 10-14 business days after the returned product is received and inspected.

  • The processing time may vary depending on the payment method and bank processing times.

6. Non-Refundable Items

Certain items are non-refundable, such as:

  • Perishable goods
  • Personalized items
  • Products made or built to order
    These exceptions will be clearly stated on the product page.

7. Exchange Policy

We may offer exchanges for eligible products, subject to availability.

  • Customers should contact customer support to inquire about exchange availability and initiate the exchange process.

8. International Returns

Customers returning products from abroad are responsible for any customs duties, taxes, or fees associated with the return.

  • We recommend consulting with the appropriate customs authorities or contacting our customer support for guidance.

9. Damaged or Lost Returns

We are not responsible for products that are damaged or lost during the return shipping process.

  • Customers are advised to properly package and insure the returned product to minimize the risk of damage or loss.

10. Incorrectly Placed Orders

We are not responsible for products that have been incorrectly ordered by the customer, including items with incorrect delivery addresses.

  • Under the Consumer Rights Act 2015, our responsibility is to dispatch your order to the address provided at checkout. If incorrect or incomplete address details are submitted by the customer, and the order is lost or undelivered as a result, we are not liable to refund or replace the item.
  • If an incorrect delivery address is provided, we cannot retrieve the item, and the parcel will be lost. The parcel maybe tracked as returned to sender - the warehouse processing time can be 20-30 days. 
  • We will not accept responsibility for returns, exchanges, or refunds in such cases.

11. Customer Responsibilities

  • Agreement to Policies: Customers must agree to all policies before making a purchase.
  • Order Verification: It is the customer's responsibility to verify product details, ensure satisfaction with the product based on photos and reviews, check specifications and compatibility, and provide the correct address before placing an order.
  • Product Requirements: Customers must ensure that the selected products meet their specific requirements and intended use. Refunds or returns will not be accepted under these circumstances.
  • Collection of Parcels: Customers are responsible for collecting parcels held at pickup points. If parcels are not collected and are returned to our supplier, refunds will not be issued.

Please note that this returns and refund policy is subject to change, and any updates will be posted on our website.

We appreciate your custom and hope you have a pleasant experience with LxudCustomz!