Refund policy

Last updated: October 8, 2026

This Refund Policy applies to all orders placed at LuxShock. By placing an order, you agree to these terms. Please read them carefully before buying.

1. Return window

You may request a return within 30 days from the date your order is delivered, as shown by the carrier's tracking. If you purchased the LuxShock Extended Warranty, your return window is 60 days from delivery. Requests received after the return window will not be accepted.

Customers in the European Union and the United Kingdom also have a statutory right to withdraw from the purchase within 14 days of delivery without giving a reason. Nothing in this policy limits that right or any other right you have under mandatory consumer law.

2. Conditions for a return

To be eligible for a return, the item must be:

  • Unused, undamaged and in the same condition you received it.
  • Returned with all original parts, cables, accessories and manuals.
  • Returned in its original packaging, packed securely so it is not damaged in transit.
  • Accompanied by your order number and proof of purchase.

Items that show signs of use beyond what is necessary to inspect them, missing parts, physical damage, modification, or damage caused by misuse, incorrect power supply, water or accidents will not be refunded, or will receive a partial refund reflecting the loss in value.

3. How to start a return

Email us at luxshock641@gmail.com with your order number and the reason for the return before sending anything. We will reply with the return address and instructions. Items sent back without an approved return request, or sent to the wrong address, will not be accepted.

4. Return shipping costs

Unless the item arrived damaged, defective or incorrect, the customer pays the return shipping costs. Original shipping fees are non-refundable. We recommend using a tracked shipping service; we are not responsible for returns lost in transit.

5. Damaged, defective or wrong items

Inspect your order as soon as it arrives. If the item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and clear photos or a video showing the problem and the packaging. Once confirmed, we will send a replacement or issue a full refund, including shipping, at no cost to you.

6. Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

7. Non-returnable items

  • The LuxShock Extended Warranty, once the order has shipped.
  • Gift cards.
  • Items purchased on final sale or with a clearance discount, where stated at the time of purchase.

8. Exchanges

We do not offer direct exchanges. Return the item following this policy and place a new order.

9. Order cancellations

You can cancel your order free of charge within 12 hours of placing it by emailing us. After that, orders may already be in processing and must follow the return process once delivered.

10. Chargebacks

If you have a problem with your order, please contact us first. We resolve most issues within 48 hours. Opening a chargeback or payment dispute without contacting us first may delay the resolution.

Contact

LuxShock · luxshock641@gmail.com