Return & Refund Policy
Last Updated: September 4, 2026
Return Window
Eligible products may be returned within 14 calendar days after delivery.
Return requests submitted after the applicable return period may not be eligible unless otherwise required by applicable law.
Return Eligibility
To qualify for a return, the item must:
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Be unused and in its original condition;
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Include its original packaging and accessories, where applicable; and
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Be accompanied by a receipt or other valid proof of purchase.
Items that arrive damaged, defective, incorrect, or materially different from the product description will be handled according to the applicable provisions below.
How to Request a Return
Before returning any item, please contact:
Please provide:
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Your order number;
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The item you wish to return;
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The reason for the return; and
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Photos or videos where relevant, particularly for damaged, defective, or incorrect items.
Once your return request has been reviewed and approved, our customer support team will provide the appropriate return instructions and applicable return destination.
Please do not send products directly to the manufacturer or send any return before receiving return authorization and instructions from our customer support team.
The applicable return destination may differ from our registered business address.
Return Shipping Costs
Preference-Based Returns
For returns due to a change of mind, personal preference, incorrect selection, or another reason not caused by a product defect or fulfillment error, the customer is responsible for the applicable return shipping costs.
The actual return shipping cost will depend on the carrier and shipping service selected by the customer.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or materially different from the product description, please contact:
Please provide your order number and clear photos or videos showing the issue where relevant.
After verification, we will provide an appropriate replacement, refund, return, or other suitable solution.
Where the issue was caused by our error or a qualifying product defect, the customer will not be responsible for additional return shipping costs associated with resolving the issue.
Restocking Fees
We do not charge restocking fees for eligible returns.
Order Cancellation
Cancellation requests should be submitted as soon as possible.
Orders may be cancelled before they enter the processing stage.
Once processing or shipment preparation has begun, cancellation cannot be guaranteed.
Orders that have already been dispatched cannot be cancelled and must instead follow the applicable return process.
To request a cancellation, please contact:
If an eligible cancellation is successfully completed before the order enters the processing stage, a full refund will be issued to the original payment method.
Refunds
After an approved return has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, the refund will be issued to the original payment method used for the purchase.
Approved refunds are processed within 5–10 business days after the returned item has been received and inspected.
Please note that your bank, credit-card issuer, or payment provider may require additional processing time before the refund appears in your account.
Late or Missing Refunds
If an approved refund has not appeared after the stated processing period:
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Check your bank or payment account again.
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Contact your credit-card issuer or payment provider, as additional posting time may apply.
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Contact your bank to confirm whether the refund is still being processed.
If you have completed these steps and still cannot locate your refund, please contact:
Please include your order number and any relevant refund information so our customer support team can assist you.
Contact Us
For questions regarding cancellations, returns, damaged or incorrect items, or refunds, please contact:
Brand Name: Luxienza
Legal Company Name: Hengyang Shibazhao Technology Co., Ltd.
Customer Support Email: service@luxienza.com
Business Address:
Room 002358, 3rd Floor, Kechuang Zhigu, High-Tech Zone, Hengyang City, Hunan Province, China
Luxienza is a brand owned and operated by Hengyang Shibazhao Technology Co., Ltd.