Return/Exchange Policy:
You get a full 30 days from your invoice date to return your item to us. If you receive your order and are not satisfied for any reason you can return the product for a refund. The refunded amount will exclude all shipping charges, a restocking fee, and an administration fee. If 30 days have gone by since your purchase, we can’t offer you a refund or exchange, and no claims will be accepted.
All returns must be authorized and approved by the manufacturer, include an RMA# issued by LuxeWell Life, and be received back to the warehouse it shipped from within 30 days of the invoice date. Any items received more than 30 days after the invoice date or without an RMA# will be refused and returned back to you at your cost.
To be eligible for a return, your item must be received back at the manufacturer's warehouse in a brand new re-sellable condition, unworn unused, never installed, with tags, and in its original carton, with all the original packing parts, accessories, manuals, cables, etc. Any damage to the item discovered during an inspection of your return (scuffs, scratches dirt, odors, etc,), pieces, or accessories missing are your responsibility and may incur additional fees or disapproval of your return/exchange request.
Returns:
All returns may be charged a restocking and inspection fee of 20% and this fee, along with a $50 administration fee, and all credit card processing fees will be deducted. You the buyer also must pay for all shipping costs, both ways. And then the remaining amount will be refunded back to the payment source used for the initial purchase.
White-Glove delivery is a service and thus cannot be refunded. Financing fees are also non-refundable. We do not accept returns on sale items, discontinued, open box, or customized items.
To Start a Return
All return requests must be submitted in writing,via email, and sent to returns@luxewelllife.com. Once your return request has been received we will evaluate it and let you know the next steps. If your return is accepted, we’ll provide you with an RMA#, and send you instructions on how and where to send your package. Items sent back without first requesting a Return Merchandise Authorization (RMA#) from LuxeWell Life will not be accepted. The items you are returning must be shipped back within 2 DAYS of receiving approval along with RMA#. If you do not ship within the 3-day period, your return will be canceled - no exceptions will be made. Please provide us with dated tracking details.
Once you have received an RMA# from LuxeWell Life, just write it in big letters on a blank piece of letter writing paper and tape it with clear packing tape to the outside of the box. Do not write on the outside of the box. It must be in new condition or you will be charged for a new box. You’ll also need the receipt or proof of purchase - attach a copy of your invoice in an envelope labeled "invoice".
Use the original shipping company or choose your own. If it came on a pallet then you would need to secure it to a pallet as well. Products being returned must be insured for the possibility of damage or loss. If an item being returned gets damaged during shipping, it is your responsibility to file a claim with the carrier. No refund can be issued in this case. We recommend taking a picture of your return before it is shipped.
You are responsible for ensuring that the merchandise you are returning is in new resellable condition. Refunds can only be issued after your returned items have been received and inspected. Failure to follow the above procedures can result in delayed refunds and additional fees may occur.
Cancellations:
You can cancel your order free of charge up to 48 hours from when the order was placed, as long as it has not been shipped yet. All orders canceled after 48 hours are subject to a $50 administration fee, whether or not your order has shipped. Our return policy applies to cancellations if your order has been shipped or refused at the time of delivery. If your order has shipped, you (the buyer) will also be responsible for the original shipping charges and the actual return shipping charges. If the order has shipped, you the buyer may also be responsible for a 20% restocking fee.
Damages and issues:
Before you sign for the shipment, please thoroughly inspect your order upon delivery. If you notice any damage, make note of it on the delivery paperwork, take pictures, and refuse delivery. Once you have signed and accepted your shipment as non-damaged, the item is yours.
Signing to accept and receive a damaged product removes the liability of the shipping company and LuxeWell Life. If your item doesn't look right upon delivery, CALL US at 800-940-8849 and we'll get the manufacturer involved while the shipper is still at your location.
If a concealed loss or damage is discovered, or if you received the wrong product, it must be reported within 48 hours of receipt. If you received a damaged or incorrect item you will not be charged any fees, and will not be responsible for return shipping charges. Failure to report damages within 48 hours will result in the buyer taking full responsibility for the cost of ALL REPLACEMENT PARTS including shipping and handling fees.
Contact us IMMEDIATELY if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Most of our products come with at least a 1-year warranty or longer if you purchased an extended warranty. If something is defective with your item the manufacturer may decide to replace the item or send out a technician to make repairs. Products that are eligible for parts under manufacturer warranty can not be returned.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Administrative and restocking fees will be charged unless returning merchandise that was received damaged.
