Refund & Return Policy

At LUXEN.PK, your satisfaction is our priority. We want you to love every piece you order. If you're not completely satisfied with your purchase, our Refund and Return Policy provides a fair, transparent process for returns, exchanges, and refunds.

Return Eligibility

Return Window: You may return eligible items within 10 days of delivery.

Condition Requirements: To qualify for a return, items must be:

  • Unworn, unwashed, and unused
  • In original condition with all tags attached
  • In original packaging (if applicable)
  • Free from perfume, makeup, or any signs of use

Proof of Purchase: You must provide proof of purchase (order number, receipt, or invoice) to process a return.

Non-Returnable Items

For hygiene, quality, and legal reasons, the following items cannot be returned or exchanged:

  • Intimate wear, lingerie, and undergarments
  • Swimwear
  • Earrings and body jewelry
  • Sale or clearance items marked "Final Sale"
  • Gift cards or vouchers
  • Products with removed or damaged tags
  • Items showing signs of wear, washing, or alteration

Return Process

Step 1: Contact Customer Service
Initiate a return by contacting us within 7 days of receiving your order:

Step 2: Return Authorization
Our team will review your request and, if approved, provide:

  • Return authorization number
  • Return shipping address
  • Return instructions

Do not send items back without a return authorization, as we may not be able to process unauthorized returns.

Step 3: Package and Ship
Carefully package the item(s) with all original tags, labels, and packaging. Include:

  • Return authorization number
  • Copy of original invoice or receipt

Ship the package to the address provided. You are responsible for return shipping costs unless the item is defective or incorrect.

Step 4: Inspection and Processing
Once we receive your return, our team will inspect it within 3-5 business days. If approved, we will process your refund or exchange.

Refund Methods

Original Payment Method:
If you paid via credit/debit card or online bank transfer, your refund will be credited to the original payment method within 7-10 business days of return approval.

Cash on Delivery (COD) Orders:
For COD orders, refunds are issued via bank transfer. Please provide your bank account details (account title, account number, IBAN, and bank name) when initiating the return.

Store Credit:
As an alternative to a refund, you may opt for store credit of equal value, which can be used for future purchases on LUXEN.PK.

Partial Refunds

In certain situations, only partial refunds may be granted:

  • Items showing minor signs of use or missing tags (subject to inspection)
  • Items returned after the 7-day window (at management discretion)
  • Opened or used products that can still be resold

If a partial refund applies, we will notify you before processing.

Exchanges

Exchange Policy:
We currently do not offer direct exchanges. If you wish to exchange an item for a different size or color, please:

  1. Return the original item for a refund
  2. Place a new order for the desired item

This ensures you receive your preferred item quickly, subject to availability.

Defective or Incorrect Items

Our Responsibility:
If you receive a defective, damaged, or incorrect item, LUXEN.PK will cover return shipping costs and provide a full refund or replacement at no extra charge.

Reporting Issues:
Please report defects or errors within 48 hours of delivery by contacting customer service with:

  • Clear photos of the defective/incorrect item
  • Description of the issue
  • Order number and item details

We will arrange immediate return pickup (where available) and expedite your resolution.

Return Shipping Costs

Customer Returns: For standard returns (change of mind, sizing issues), customers are responsible for return shipping costs.

LUXEN's Responsibility: We cover return shipping costs only when:

  • The item is defective or damaged
  • The wrong item was shipped
  • There was an error on our part

Lost or Damaged Return Shipments

We recommend using a trackable shipping method for returns. LUXEN.PK is not responsible for return packages lost or damaged in transit. We can only process refunds for returns we physically receive.

Return Processing Time

Inspection: 3-5 business days after we receive your return
Refund Processing: 7-10 business days after return approval
Bank Credit Time: Additional 3-7 business days depending on your bank

You will receive email confirmation at each stage of the return process.

Refused or Returned Deliveries

If you refuse a delivery or the courier returns an undelivered package to us:

  • You may request reshipment at your cost
  • If you no longer want the item, original shipping charges are non-refundable
  • Refunds will be issued minus shipping costs

Restocking Fees

LUXEN.PK does not charge restocking fees for standard returns that meet our return eligibility criteria.

Sale and Promotional Items

Final Sale Items: Products marked as "Final Sale," "Clearance," or purchased during specific promotional events may not be eligible for return. This will be clearly indicated on the product page and at checkout.

Promotional Discounts: If your order included a promotional discount or free gift with purchase, the refund will reflect the actual amount paid, not the original price.

Gift Returns

Items purchased as gifts can be returned by the recipient within the standard return window. Refunds will be issued to the original purchaser's payment method or as store credit for the recipient.

International Returns

Since LUXEN.PK currently ships only within Pakistan, this policy applies to domestic returns. International returns are not applicable at this time.

Contact Us for Returns

We're here to make returns as smooth as possible. For questions, support, or to initiate a return:

Email: ask@luxen.pk
Phone: +923045434444
Business Address: Buch Executive Villas, Multan
Hours: Monday – Saturday, 10:00 AM – 7:00 PM (PKT)

Please have your order number ready when contacting us.

Policy Changes

LUXEN.PK reserves the right to modify this Refund and Return Policy at any time. Any changes will be effective immediately upon posting on our website. The "Last Updated" date reflects the most recent revision.

We recommend reviewing this policy before making a purchase to ensure you understand your rights and responsibilities.

Our Commitment

We stand behind the quality of our products and want you to be thrilled with your LUXEN.PK purchase. If something isn't right, we're here to help. Your satisfaction is at the heart of everything we do.

Thank you for shopping with LUXEN.PK. We appreciate your trust and business.