At Luix, we are dedicated to ensuring that every customer has a smooth and satisfying shopping experience. Each handbag and shoulder bag is carefully inspected, packed and shipped with great attention to detail. However, we understand that situations may arise where a return or refund becomes necessary. Our Return and Refund Policy has been designed to be fair, transparent and customer friendly, giving you complete confidence when shopping with us.

Return Eligibility

You may request a return within 30 days of receiving your order. To be eligible, the product must be unused, unworn and in its original packaging, with all tags and labels still attached. Products showing signs of wear, stains or damage that occurred after delivery are not eligible for return. We kindly ask customers to handle all products with care until they are sure they wish to keep them. This helps us maintain the quality and hygiene standards that define the Luix brand.

How to Start a Return

If you wish to return an item, please contact our Customer Support Team at support@luix.shop before sending anything back. Once your request is received, our team will verify your order and provide full instructions, including the return address and shipping details. After the item reaches our facility, it undergoes a quick inspection to confirm its condition. Once approved, your refund or exchange will be processed promptly. We recommend keeping your shipping receipt or tracking information until your return is confirmed.

Refund Process and Timeline

Once your return is approved, we will issue a refund to the original payment method used during checkout. The refund process typically takes up to 10 business days after your returned item is received and inspected. The exact timing may vary depending on your bank or payment provider. You will receive a confirmation email once your refund has been processed successfully. We never charge hidden fees or apply unnecessary deductions  your refund will reflect the full value of the returned product, excluding any applicable shipping costs.

Exchange Policy

If you would like to exchange your item for a different color, design, or model, simply include this request in your return email. Once we receive and approve your returned product, we’ll send the replacement item if it’s in stock. If the desired item is unavailable, we’ll process a full refund instead. Our exchange process is handled with the same care and speed as refunds, ensuring that you always receive the service you deserve.

Restocking and Return Fees

At Luix, we believe in honesty and fairness. We do not charge any restocking fees for returns or exchanges. The only cost you may be responsible for is the return shipping fee, if applicable. Our goal is to make the return process simple and affordable, so you can shop with confidence knowing there are no unexpected costs or complicated procedures involved.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of receiving your order. Include clear photos of the item and packaging when you email support@luix.shop, and our team will assist you immediately. In such cases, we will either arrange a free replacement or issue a full refund  whichever you prefer. At Luix, we take full responsibility for shipping errors and manufacturing defects, and we are committed to resolving such issues as quickly as possible.

Late or Missing Refunds

If you have not received your refund within 10 business days after confirmation, we recommend checking your payment account and contacting your bank or card provider first. Some institutions take additional time to post refunds. If you still haven’t received your refund, please contact us at support@luix.shop, and our team will investigate and ensure that your issue is resolved promptly.

Our Promise to You

At Luix, we believe that customer satisfaction doesn’t end after a purchase  it continues with our service, integrity and reliability. Our Return and Refund Policy reflects our commitment to fairness, respect and transparency. We don’t make unrealistic promises; instead, we focus on offering you a process that is simple, honest and centered on your peace of mind. Every return or refund request is handled with the same care and professionalism as every order we pack and ship.

Contact and Support

If you have any questions about shipping, tracking, returns, or delivery issues, please contact our support team:
Email: support@luix.shop
Phone: +1 (512) 557-3274
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Central Time — GMT-5)