Refund policy
RETURN, EXCHANGE & CANCELLATION POLICY
ALL SALES ARE FINAL
All Lux Rosa sales are final except for the limited clothing size-exchange policy specifically outlined below.
We do not accept returns, refunds, or exchanges for change of mind, buyer’s remorse, preference, unwanted items, or items that have been worn, used, washed, altered, or damaged after delivery.
NO CANCELLATIONS
Once an order has been placed and payment has been successfully processed, it cannot be canceled.
We begin processing orders, allocating inventory, and preparing merchandise as soon as an order is received. Please carefully review your items, sizes, quantities, shipping information, and all other order details before completing checkout.
Presale and preorder items are also final sale and cannot be canceled once the order has been placed.
Shipping and fulfillment dates provided for presale, preorder, or custom merchandise are estimates unless expressly stated otherwise. Delays do not automatically make an order eligible for cancellation except where required by applicable law.
CLOTHING SIZE EXCHANGES
We offer one size exchange per order on eligible clothing items only.
To request a clothing size exchange, you must contact us by email within 14 calendar days of confirmed delivery.
Do not mail an item back without contacting us first.
All exchanges must be approved by Lux Rosa by email before the item is returned. Once approved, we will provide the appropriate return mailing address and instructions.
Items returned without prior approval may not be accepted.
To qualify for an exchange, merchandise must be unworn, unwashed, unaltered, free from damage, and returned in its original condition.
Customers are responsible for all return shipping costs associated with voluntary size exchanges.
Once the return has been shipped, the customer must email the tracking number to shopluxrosa@gmail.com
Only one size exchange is permitted per order.
If the requested replacement size is unavailable after the qualifying item has been returned and inspected, Lux Rosa may issue store credit for the eligible item.
Original shipping charges are non-refundable.
ITEMS NOT ELIGIBLE FOR SIZE EXCHANGE
Size exchanges are not available for:
- Footwear or slides
- Hoops or jewelry
- Bags, duffels, or wallets
- Backdrops
- Presale or preorder items
- Custom or specialty items
- Sale or discounted items
- Merchandise that has been worn, washed, used, altered, or damaged
All sale items are final sale. No returns, exchanges, or refunds.
DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS
Please inspect your entire order immediately upon delivery.
If an item arrives damaged or defective, or if Lux Rosa sent the wrong item, wrong size, or your order is missing an item, you must contact us within 7 calendar days of confirmed delivery.
Please email shopluxrosa@gmail.com with:
- Your order number
- A description of the issue
- Clear photos showing the item received and the issue being reported
- Photos of the packaging when relevant
These claims must be reported promptly so that we can verify the condition and contents of the order as received.
If an error occurred on our end, we will review the claim and provide appropriate instructions for correcting the order.
If Lux Rosa requires an incorrect or defective item to be returned, the return must first be approved by email and must be mailed back according to the instructions and timeframe provided.
Do not independently ship merchandise back to Lux Rosa without prior authorization.
If Lux Rosa sent an incorrect item or incorrect size, the customer will not be responsible for approved return shipping costs associated with correcting our error.
DAMAGE AFTER DELIVERY, USE & NORMAL WEAR AND TEAR
Our damaged-item policy applies to problems that are present when merchandise is received.
It does not constitute an ongoing, indefinite, or lifetime repair, replacement, or product warranty.
Normal wear and tear, loosening, fading, scratching, tarnishing, deterioration, adhesive changes, accidental damage, improper handling, improper care, washing, moisture exposure, storage conditions, transportation, environmental exposure, alteration, modification, or other changes that develop after delivery are not considered damage upon arrival.
Issues that develop after merchandise has been worn, used, handled, washed, transported, stored, or owned for an extended period of time are not eligible for a refund, partial refund, replacement, exchange, repair, or reimbursement under our damaged-item policy.
The condition and lifespan of any product can vary depending on frequency of use, handling, care, storage, climate, moisture, and other environmental conditions.
If you believe an item was defective when you received it, please contact us before wearing, using, washing, modifying, or attempting to repair the item.
FOOTWEAR & CUSTOM LOWRIDER HEELS
All footwear, including Lux Rosa custom Lowrider Heels and slides, is final sale.
No size exchanges, returns, or refunds are offered on footwear except where required by applicable law or in the event of a verified issue that was present upon arrival.
Our Lowrider Heels are specialty pieces containing custom, decorative, delicate, and individually assembled components. They should be worn, handled, transported, and stored with appropriate care.
Any concern regarding the condition of footwear upon arrival must be reported within 7 calendar days of confirmed delivery and before the footwear is worn.
Once footwear has been worn or used, damage, loosening, shifting, adhesive deterioration, cosmetic changes, or other issues that develop through wear, handling, transportation, storage, environmental conditions, or continued use are not considered arrival defects.
Lux Rosa does not provide an indefinite repair or replacement warranty for footwear after it has been worn or used.
If footwear requires repair after continued use or extended ownership, customers may choose to consult an independent qualified shoe-repair professional or cobbler at their own discretion and expense.
Lux Rosa does not guarantee or assume responsibility for third-party repairs, modifications, or alterations.
JEWELRY & HOOPS
All jewelry and hoops are final sale. No returns, refunds, or exchanges.
Many Lux Rosa jewelry pieces are specialty, gold filled, gold-plated, sterling silver, decorative, or handcrafted items and require appropriate care to preserve their appearance.
Unless a product is specifically described as suitable for water exposure, jewelry should be kept dry.
Avoid exposing plated or specialty jewelry to water, showers, swimming pools, salt water, perfumes, lotions, oils, chemicals, excessive moisture, or prolonged humidity.
When not being worn, jewelry should be kept clean and stored in a cool, dry place.
Plating, finish, color, and surface appearance can naturally change over time depending on wear, body chemistry, moisture, products applied to the skin, storage, and environmental conditions.
If jewelry arrives damaged or defective, please contact us within 7 calendar days of confirmed delivery and before the item is worn.
BACKDROPS
All backdrops are final sale.
No returns or exchanges are accepted for backdrops except in the event of a verified error or issue present upon arrival.
Please inspect your backdrop promptly after delivery. Any damaged, defective, incorrect, or missing backdrop must be reported within 7 calendar days of confirmed delivery.
BAGS, DUFFELS & WALLETS
All bags, duffels, and wallets are final sale.
No returns, refunds, or size exchanges are accepted except in the event of a verified error or issue present upon arrival.
PRESALE, PREORDER & CUSTOM ITEMS
All presale, preorder, and custom items are final sale.
These items may be produced, ordered, reserved, or prepared specifically based on customer orders and therefore cannot ordinarily be canceled, returned, or exchanged once the order has been placed.
Estimated production and shipping times are estimates and may vary.
SALE ITEMS
All items purchased during a sale or promotional event are final sale.
Sale items are not eligible for returns, refunds, or voluntary size exchanges unless otherwise expressly stated.
This does not affect our responsibility to address a verified incorrect, missing, damaged, or defective item reported within the applicable reporting period.
IMPORTANT TIMEFRAMES
Damaged, defective, incorrect, wrong-size-sent, or missing item:
Contact Lux Rosa within 7 calendar days of confirmed delivery.
Voluntary clothing size exchange:
Contact Lux Rosa within 14 calendar days of confirmed delivery.
All exchanges and authorized returns:
Must receive email approval before anything is mailed back.
Clothing size exchanges:
One exchange per order only. Customer is responsible for return shipping.
Footwear, jewelry, hoops, bags, duffels, wallets, backdrops, presale items, custom items, and sale items:
Final sale unless otherwise specifically stated above or required by applicable law.
UNAUTHORIZED RETURNS
Do not return merchandise to Lux Rosa without prior written approval.
Packages mailed to us without an approved return or exchange authorization may be refused, returned to sender, or deemed ineligible for exchange or other resolution.
Receiving an unauthorized package does not constitute acceptance of a return or agreement to issue a refund, credit, replacement, or exchange.
CONTACT
All order concerns, damage reports, and exchange requests must be submitted by email:
Please do not send order-service requests through social media DMs.