RETURN POLICY

All requests for refunds or replacements must be made within 14 days of receipt of the product to RMA@luxmo.com. Any orders past the 14 day grace period must comply with our warranty policy. All items must have a valid RMA number to qualify for refund or replacement. Packages returned without a valid RMA number will not be warranted by Luxmo.com. Luxmo.com will not be held liable for items that have not been authorized for return. Unauthorized items will be held up to 30 days for the customer to claim the package by covering the return shipping charge incurred to ship the package back to the customer.

The RMA number must be marked on the outside of the return package to be accepted. There will be no refunds on return shipping expense, NO EXCEPTIONS. All non-defective merchandise will be charged 15% RESTOCKING FEE unless specified otherwise. All returned items must have ALL ORIGINAL ACCESSORIES AND PACKAGING including manuals, software, and etc, unaltered and/or tampered with, in order to qualify for refund or replacement.

Product defect that is caused by any failure or damage which is beyond the reasonable control of Luxmo.com is not covered by warranty and is ineligible for any refunds and/or replacements. Any shortages, errors, or damages made to the shipment must be notified to Luxmo.com within 14 days of receipt of the package. Any and all damages not reported prior to requesting the RMA number will be customer’s responsibility and may be deducted from the total refund amount. Please ship the authorized item(s) with proper packaging to ensure the integrity of the products enclosed with the RMA number clearly visible on the outside of the package. Luxmo.com is not liable for any damages and/or losses occurred during transit to our warehouse.

Please note: packages refused without prior notice will be charged accrued shipping charges accordingly. This also applies for incorrect address, undeliverable address, expired forwarding service and others that requires for reshipment that customer has control over. If incorrect delivery was due to US Postal Service error, please contact your local postal facility for necessary corrections and or complaints so that we can ensure the proper delivery of our future shipments. If incorrect delivery was due to UPS error, please let us know as soon as possible so that we can claim for the package and assist you to redirect the shipment or have a new shipment set up for you.

IMPORTANT: THERE ARE NO RETURNS ON SCREEN PROTECTORS WHICH ARE DESIGNED FOR ONE-TIME USE ONLY. Only same item replacements will be allowed if defective and unused.

 Orders with replacement do not qualify for refund on those replaced items. Replacements are revised to the original order and will not be considered as a "new" order, so the warranty period does not get extended after a replacement.

 STORE CREDITS – Please note that you can request for store credits on returns instead of refund. For store credits, customer service representatives may be able to waive the restocking fee so please do ask when requesting for store credit. All store credits expire after 6 months starting from the date it was created. Store credits cannot be transferred or extended.

 

RMA PROCEDURE

1. Contact our customer service to request for a Return Merchandise Authorization (RMA) number via e-mail by sending your request to RMA@luxmo.com.

 Please provide the following information when requesting for an RMA:

  • Order number
  • Item being returned (item code)
  • Reason for return (if defective, please state and describe the reason)
  • Specify whether you prefer refund or replacement

 2. After evaluating your return request, our customer service representatives will issue a RMA number and email to you with detail shipping info and return instruction for your return package.

 3. Clearly write the RMA number on the outside of the package. Packages returned without an authorized RMA number will be refused.

 4. Returns for replacement will be processed and shipped out within 7-14 business days after receipt of the return. 

 5. Returns for refund will be processed 7-14 business days after receipt of the return.

 6. Refunds will be made through the original payment method.

 

NOTE: While we do our best to expedite the refund process, different credit institutions and banks have various time frames for posting funds to the statement of the account holder. On average, this process takes 2 to 10 business days from the time that the refund has been initially posted from our system.

 STORE CREDITS – Please note that you can request for store credits on returns instead of refund. For store credits, customer service representatives may be able to waive the restocking fee so please do ask when requesting for store credit. All store credits expire after 6 months starting from the date it was created. Store credits cannot be transferred or extended.