Refunds and exchanges are handled on a case by case basis. Please contact our customer support team submitting a ticket to our system, here Contact us. You can also reach our customer support by emailing us at [email protected]. Inquiries are typically addressed within 24 hours.
Please submit your request of refund/ exchange within 14 days after you received your product.
Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. Just click on the Product Details link to find your best fit!
ORDER MODIFICATIONS OR CANCELLATION
After your order has been placed, you have 24 hours to contact our customer service team and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
DAMAGED / INCORRECT ORDER
At Luxutrend, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at [email protected] and one of our helpful support staff will organise a reprint or a refund for you!
ORDER NOT RECEIVED
If your item has not arrived within 30 days for apparel products and 60 days for pillow covers, shoes or saddle bags….. after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
RETURN & REFUND
In most cases, we will replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
To return your items, you should contact our customer service team. Please note that you will take responsibility for paying the shipping costs to return.
Please note : Items in used condition are not eligible for refunds or exchanges. New and unused items that have been successfully received by customers within 30 days are eligible for returns or exchanges. Once 30 days have elapsed from the receipt of goods, refunds and exchanges will no longer be accepted.
**Please make sure that:
The product was purchased in the last 30 days
The product is unwashed, unworn and unused
The product itself or the printing is defective OR the final product is different than the one you ordered
To qualify a refund, customer has to submit a request within 14 days after receive product and images to demonstrate the issue of order.
We accept refund/ exchange for the following reasons only:
– Damaged items
– The product received is not the same as on the website/store
– The product received is not what you ordered
– Poor print quality
– Wrong color
– Wrong Size