30-Day Guarantee

30-Day Return Guarantee

At Luxena, we stand behind the quality of our devices and want you to feel confident in your purchase. If your product doesn’t meet expectations, we’ll work with you to make it right.

You may return eligible products purchased directly from Luxena within 30 days of the delivery date for a refund.

Eligibility

To qualify for a return, items must:

  • Be in like-new condition (no damage, misuse, or excessive wear).
  • Include all original accessories, manuals, and packaging.
  • Be pre-approved through our RMA (Return Merchandise Authorization) process before being sent back.

Unauthorized or unannounced returns may be refused.

Items Not Eligible for Return

The following are final sale due to hygiene, assembly, or customization:

  • Custom-branded or otherwise personalized items
  • Hygiene / skin-contact accessories (e.g., masks, goggles, wraps)
  • Large or assembled installations (e.g., multi-panel rigs, room builds, custom stands)
  • Refurbished / certified-preowned units marked as final sale

These items remain covered by our warranty service. If your product arrives damaged or you receive the wrong item, contact us immediately.

How to Start a Return

Email contact@theluxena.com with:

  • Order number
  • Full name
  • Reason for return (brief description)

We’ll issue an RMA and send shipping instructions.
Please ship the item within 10 days of receiving your RMA, using a trackable method.

Shipping & Fees
  • Outbound standard shipping from Luxena may be free in certain regions; expedited upgrades and remote-area surcharges are non-refundable.
  • Return shipping to our warehouse is your responsibility.
  • A $15 restocking fee applies to support careful inspection and environmentally conscious processing.
Refund Timeline
  • Refunds are issued to the original payment method within 5–10 business days after the return is received and inspected.
  • If you paid via installments (Shop Pay, Klarna, etc.), the refund follows the provider’s terms.
  • Duties and taxes are non-refundable.
Damaged or Incorrect Orders

If your order arrives damaged or incorrect, notify us within 72 hours with photos or video of:

  • The product
  • The packaging
  • The shipping label

We’ll resolve the issue and arrange a replacement as needed.

International Returns

International customers are responsible for return shipping, duties, and taxes. Returns must be prepaid and include tracking. We cannot accept COD / collect shipments.

Warranty Coverage

Outside the 30-day window, your device may be covered under Luxena’s 2-year factory warranty.
For assistance, email contact@theluxena.com with proof of purchase.

Policy Abuse
  • Excessive or repetitive returns
  • Products returned in non-resalable condition
  • Suspected fraudulent activity