Refund policy

Return & Refund Policy

Effective Date: 01-07-2025

Thank you for shopping at Luxly. We take great pride in delivering beautiful, personalised gifting experiences. As many of our items are made-to-order and customised just for you, please read our return and refund policy carefully.

🔄 Returns & Exchanges

Most of our products are custom-made or personalized based on your order details. Therefore, we do not accept returns or exchanges on personalised products unless there is a valid quality issue or manufacturing defect.

❌ Non-Returnable Items

We do not accept returns for:

  • Customised/personalised products

  • Sale or clearance items

  • Gift cards

  • Opened, used, or damaged products due to misuse

✅ Eligible Return Conditions

Returns are only accepted under the following conditions:

  • You received the wrong product.

  • Your item arrived damaged or defective.

  • The customisation does not match what was confirmed in your order.

Note: In such cases, please notify us within 48 hours of delivery with clear photos and the order ID.

📸 How to Request a Return

To file a return or replacement request:

  1. Email us at sales@shopluxly.com or WhatsApp us at 9796030174

  2. Include:

    • Order ID

    • Clear photos of the item and packaging and unboxing video.

    • A brief description of the issue

Our team will verify your claim and respond within 2 business days.