Refund and Return Policy

1. Order Cancellations

We provide a 1-hour grace window for order cancellations.

• Within 1 hour of purchase: If you need to cancel your order, you must immediately email us at customer@shopluxesmart.com with the subject line "URGENT: CANCELLATION" and include your full name and order/transaction details.

• After 1 hour (Before shipment): If the 1-hour window has passed but we have not yet handed your package over to the postal carrier or office, we will still gladly help you cancel and refund your order.

• After shipment: Once the package has been handed over to the postal carrier or office, it can no longer be canceled. In this case, you will need to wait for the package to arrive and then follow our standard return process. 

2. Return Eligibility & Customer-Paid Shipping

Our return policy lasts 30 days from the date you receive your item. To be eligible for a return, your item must be in its original, unused condition and packaging.

• Customer-Paid Shipping (Changed Mind / Personal Reasons): If you wish to return a product because you changed your mind, ordered the wrong item, or simply want a different option, you are responsible for covering the return shipping costs. You will need to ship the item back to our return address using a carrier of your choice and provide us with the tracking number.

• ShopLuxeSmart-Paid Shipping (Our Error): If the return is due to an error on our part (such as receiving a damaged, defective, or incorrect item), we will cover the return shipping costs and provide you with a pre-paid shipping label.

⚠️ Important Note: Please ensure the product is returned in its original condition and packaging. Remember to remove any personal accessories, modifications, or batteries not included in the original purchase, as these cannot be returned or recovered once the item is received.

3. How to Start a Return

Because our store processes orders securely through Stripe and PayPal, all returns must be coordinated directly through our support team:

1. Contact Us: Email us at customer@shopluxesmart.com within 30 days of receiving your item. Include your full name, order number, and the reason for your return. 

2. Provide Evidence: If your return is due to an item being damaged, defective, the wrong item received, or not as described, please attach clear photos and videos of the product and packaging in your email.

3. Approval & Instructions: Our team will review your request within 2–3 business days and reply with the proper shipping instructions or pre-paid label depending on the case.

4. Non-Returnable Items

Certain types of items cannot be returned to ensure safety and hygiene:

• Perishable Goods: Pet food and treats that have been opened or have a broken seal (must be completely sealed and in original packaging to qualify).

• Personal Care Goods: Beauty products or items involving hygiene.

• Custom/Personalized Products: Special orders or items tailored to your specific request.

• Hazardous Materials: Flammable liquids or gases.

• Final Sale: Items explicitly marked as "Sale" or Gift Cards.

5. Exchanges

To provide you with the fastest service, we do not offer direct exchanges. The most efficient way to get what you need is to initiate a return for your current item by contacting our support team. Once your return is accepted and processed via Stripe or PayPal, you can make a separate purchase for the new item on our website. 

6. Refunds

We will notify you once we’ve received and inspected your return. Please note that refunds will only be issued after the item has been physically received and verified at our facility. If approved, we will process your refund directly through your original payment method (Stripe or PayPal), which will automatically credit your account within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 

If more than 15 business days have passed since we’ve approved your return, please contact us at customer@shopluxesmart.com.

7. Legal Protection & Scope

By purchasing from ShopLuxeSmart, you agree to our return and refund policy. We reserve the right to refuse returns or refunds if items are returned in a condition not covered by this policy, including items returned without prior approval or beyond the 30-day return period.

This policy applies only to sales and shipments within the Contiguous United States (The 48 lower states and Washington D.C.). We do not offer shipping or returns for Alaska, Hawaii, Puerto Rico, any other U.S. territories, military bases (APO/FPO/DPO), or international locations.