Refund Policy

This policy explains how returns and refunds are handled and clarifies our approach to exchanges. We aim to keep the process fair, efficient and transparent while taking into account the practical nature of furniture logistics.

1. No direct exchanges service

We provide a return and refund service. Direct exchanges are not offered. Instead, customers may return eligible items and place a new order for another product.

This approach is chosen to better serve customers for the following reasons:

• Furniture items differ in size, packaging and handling requirements, making one-to-one exchanges complex
• Stock availability may change quickly, and reserving items for exchange can cause delays
• Separating returns from new orders allows faster refund processing and clearer order tracking
• Customers retain full freedom to select any available item when placing a new order

While exchanges are not supported, this process is designed to reduce waiting time and ensure accuracy.

2. Return Eligibility and Conditions

Returns are accepted when the following conditions are met:

• Return requests are submitted within 48 days from the date the product is received
• The item is unused, uninstalled and in a condition suitable for inspection
• All original parts, accessories and packaging are included
• The product has not been damaged by improper use or handling

Products that do not meet these conditions may not be eligible for a refund.

3. Order Cancellation and Refund Eligibility

Refund eligibility depends on the order status:

• Orders cancelled within 48 hours of purchase and not yet shipped are eligible for a full refund
• Orders placed more than 48 hours ago or already shipped cannot be cancelled
• In such cases, customers are advised to wait for delivery and proceed with a return request

If a product arrives damaged or incorrect, a full or partial refund may be offered after assessment.

4. How to Request a Return or Refund

To start a return or refund request, please follow the steps below:

• Contact us primarily by e-mail, including your order number and reason for the request
• Our team will review the request based on the order status and return conditions
• If approved, follow the provided instructions to return the product

A return shipping label is included in the parcel received with your order, which should be used when returning eligible products.

5. Refund Processing Timeline

Once the returned item is received and verified, the refund process begins.

• Refunds are initiated within 1–3 business days after successful inspection
• The refund is issued using the original payment method
• The time for funds to appear in your account depends on your financial institution

6. Return Shipping and Fees

Return shipping terms depend on the reason for the return:

• Voluntary returns may involve partial deductions, such as original shipping costs
• Returns due to product defects or transport-related damage are handled at no cost to the customer
• Items damaged by the customer or not meeting return requirements are not eligible for refunds

All refunds are processed through the original payment provider and follow the same payment route used at checkout.

7. Support and Contact

For questions related to returns, refunds or order status, please contact us using the details below.

• Address: APT BLK 807C CHAI CHEE ROAD #05-50, SINGAPORE 463807, SINGAPORE
• E-mail: reviews@luxeene.com
• Phone: +65 (895) 62501
• Support hours: Monday to Friday, 9:30 – 16:30 (AEST/AEDT)

This policy is written to provide clarity, manage expectations and ensure a consistent after-sales experience.