Refund policy

We have a 30-day return policy for eligible non-custom products. Because most Luxe Lab items are custom or made to order, we cannot accept returns or exchanges on personalized items unless they arrive damaged or defective.

Custom products include any items featuring personalized text, designs, logos, monograms, or made-to-order dimensions, colors, or finishes. Please review proofs carefully before final approval. All custom designs are sent to clients for proof approval before production. Once a proof is approved and production has begun, no changes, cancellations, or refunds can be made.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To request a return, please email us at theluxelabdesigns@outlook.com with your order number, photos of the item, and reason for return. If approved, you’ll receive a prepaid return label and instructions within 3–5 business days. As well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at theluxelabdesigns@outlook.com.

Damages and issues
If your item arrives damaged, please contact us within 5 days of delivery and include clear photos of the damaged item and packaging. This helps us file a claim with our shipping provider.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at theluxelabdesigns@outlook.com.