Returns & Exchange Policy

At Luxoures, we take care to ensure your order arrives as agreed and in sound condition.

1. When You Can Request a Resolution

You may contact us to request a return, exchange, or other suitable resolution if:

• The product arrived defective or damaged.
• A different product than the one confirmed was sent.
• The product materially deviates from the agreed description.

2. Reporting an Issue

To speed up processing, please contact us via WhatsApp as soon as possible after receiving your order and send:

• Order number.
• Description of the issue.
• Clear photos of the product and packaging, if needed.

We prefer that any visible damage be reported within 24 hours of receipt whenever possible.

Given the nature of flowers and perishable materials, they should be inspected upon receipt and any visible issue reported as soon as possible, ideally within two hours, with clear photos of the condition upon receipt. For other products, we prefer visible damage to be reported within 24 hours. Delay in reporting may affect our ability to verify the cause of the issue.

3. Change of Mind

For products that are sound and match the order, we do not guarantee acceptance of a return or cancellation for a simple change of mind after the order has been confirmed and sourcing or purchasing from the store or brand on the customer's behalf has begun.

4. Products Not Returnable for Change of Mind

Unless there is a defect or breach granting the customer a legal right, returns are not normally accepted for:

• Products sourced specifically for the customer.
• Engraved or customized products.
• Packaging or arrangements that were specially prepared.
• Flowers and natural or perishable materials.
• Products whose seals or accessories have been removed, where this affects the ability to return them.

5. Defective Products

If a defect is proven that falls within the cases protected by law, the matter will be handled in accordance with applicable legislation, which may include repair, replacement, refund, or any appropriate legal remedy depending on the nature of the product and the case.

6. Brand or Supplier Policies

The return or warranty policies of the brand or store the product was sourced from may affect how the order is handled.

7. Refunds

In cases of voluntary returns that Luxoures exceptionally agrees to, the customer may bear the actual non-recoverable costs incurred on the order, such as return shipping costs or fees that Luxoures could not recover from a third party.