Refund policy

Returns & Exchanges

We want you to love your purchase. If something isn't right, this policy explains how returns work for orders shipped within the United States.

1) Return Window & How to Start

  • You may request a return within 14 days of the delivery date shown by carrier tracking. For split shipments, the 14-day window runs from each item’s own delivery date.
  • To start a return, email returns@luxatote.com with:
    • Your order number
    • The item(s) you want to return
    • The reason for the return
  • Do not ship items back without first contacting us. Many products ship from partner warehouses, and unauthorized returns may be refused.

2) Condition of Returns

  • Items must be unused, unwashed, and unworn.
  • Items must be in original, resaleable condition with all tags, inserts, accessories, and original packaging included.
  • Items showing wear, damage, odors, stains, or missing components may be refused or refunded at a reduced amount.

3) Damaged or Incorrect Items

  • If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at returns@luxatote.com. We may review late reports case-by-case.
  • Include your order number and clear photos of the entire item, the issue, and the packaging/label.
  • If approved, we will provide a free replacement or refund and cover all related shipping costs.

4) All Other Returns (Change of Mind)

  • You are responsible for return shipping costs. We do not provide prepaid labels.
  • Original shipping fees are non-refundable.
  • A 15% restocking fee will be deducted from your refund once the item is received and inspected. This fee does not apply to defective, damaged, or incorrect items.
    • Example: If you return a $100 item, you will pay the return shipping. Your refund will be $85 ($100 minus the 15% restocking fee). Original shipping is not refunded.
  • For your protection, please use a trackable service. Risk of loss remains with you until the return is delivered to the address we provide.

5) Exchanges

We do not process direct item-for-item exchanges. The fastest way to get what you want is to return the original item and place a new order. In some cases we may handle exchanges differently after you contact us, but all requests must begin with the return process above.

6) Non-Returnable Items

  • Items marked "non-returnable" on the product page
  • Gift cards (except where required by law; for example, California balances under $10 and New York balances under $5 may be redeemed for cash)
  • Customized or personalized products

7) Refund Processing

  • Once your return is delivered and inspected, we will notify you by email.
  • If approved, your refund (minus the 15% restocking fee and any original shipping) will be issued to your original payment method within 7–10 business days. Your bank or card provider may require additional time to post the refund.
  • If your order is cancelled due to supplier unavailability or a required shipping delay notice beyond the original estimate, you will receive a prompt full refund in compliance with the FTC Mail Order Rule.

For questions, contact us at returns@luxatote.com.