This policy applies solely to purchases made directly from the Luxesure website.
To be eligible for a refund or exchange, the item you wish to return must be unused and in the same condition as when you received it. It must remain unopened to qualify for a refund or exchange. Unfortunately, we cannot accept returns or exchanges for opened or used goods. Additionally, if packages are received in poor condition, a full refund or exchange may not be possible.
Instructions for Returning an Item for Refund or Exchange:
Please ensure that the item(s) are securely packed and in a resalable condition, which means they should be in a brand-new condition and in their original packaging or equivalent. We cannot provide a full refund if packages are sent in crushed packages or in poor condition. Please use a box to send the product back, including filling material to prevent it from being crushed or creased. The item must be in a resalable condition, matching the condition in which you received it, to be eligible for a full refund.
Inside the parcel, please include a return note that provides clear instructions for our returns team. You can download the return form from our website and fill in the necessary details. Send the parcel to the following address: Luxesure Product Returns, The Strand, 22-2, Jalan PJU 5/20D, Kota Damansara, 47810 Petaling Jaya, Selangor.
Note: We strongly recommend that customers take necessary precautions when sending their parcels, ensuring they choose a secure and reputable courier company. It is advisable to obtain proof of delivery from the postal/courier service for tracking purposes.
What Happens Next?
Once we receive and inspect your returned item, we will send you an email to confirm its receipt. We will also notify you of the approval or rejection of your refund or exchange request. If your request is approved, we will process the refund, which will be automatically applied to your credit card or original method of payment. For exchange requests, we will arrange to send the replacement product within 5 working days. Should the replacement item be out of stocks, we will contact you to make alternate arrangements.
Instructions for Returning a Faulty Item:
We apologise for any inconveniences caused and assure you that we will rectify the problem as soon as possible. Please include a note inside the parcel with your name, address, order number, and reason for return. Ensure that the item(s) are securely packed. Inside the parcel, include a return note specifying the required actions for our returns team. You can download the return form from our website and fill in the necessary details. Send the parcel to the following address: Luxesure Product Returns, The Strand, 22-2, Jalan PJU 5/20D, Kota Damansara, 47810 Petaling Jaya, Selangor, Malaysia.
Note: We strongly recommend that customers take necessary precautions when sending their parcels, ensuring they choose a secure and reputable courier company. It is advisable to obtain proof of delivery from the postal/courier service for tracking purposes.
Once we receive and inspect your returned item, we will send you an email to confirm its receipt. We will also notify you of the approval or rejection of your refund. If your request is approved, we will process the refund, which will be automatically applied to your credit card or original method of payment. This policy does not affect your statutory rights.
Wrong Order Fulfilment:
If we have mistakenly fulfilled an order, we will promptly rectify the issue and correct your order. However, if the mistake is made on the customer’s side, we cannot cover the delivery costs to fix the issue. We believe there are ample opportunities for customers to review and ensure the accuracy of their orders before confirming them. Additionally, your order details are provided in full in the confirmation email you receive shortly after placing the order. If you notice any mistakes at that stage, please inform us immediately, and we may be able to correct it before dispatching your order.
Cancellation of Orders:
If you have not yet received the order dispatch email, we may be able to cancel your order. Please contact us at cs@luxesure.my, and we will make every effort to cancel it before collection by courier service. Once our courier service has picked up your order, cancellation will no longer be possible.
Refusing Delivery:
In the unlikely event that you wish to refuse delivery or if delivery fails, you will be responsible for the cost of returning the package to Luxesure. Furthermore, we cannot be held liable for any loss or damage incurred by your order during transit back to us.
Upon the return of your order, you will receive a refund for the value of your order, minus the administrative and processing fees. The average fee is RM15, but additional charges may apply depending on the order size and delivery address. These fees are calculated upon the return of your order and solely cover the charges imposed by our couriers for sending and retrieving your parcel.