Return and Exchange Policy
At Luxury Wood, customer satisfaction is our top priority, and we aim to provide a smooth return and exchange process.
Inspection upon Delivery Upon receiving your product, please inspect it immediately (at the post office or upon unboxing). If you notice any damages that occurred during transport (e.g., cracks, chips, scratches on the surface or wooden frame), or defects in the lighting (e.g., faulty LED lights or damaged electrical components), please notify us immediately. We recommend taking photos of the damage to assist in assessing the situation.
If you received a mirror without a frame, please check for any possible defects or damages to the glass itself, such as cracks, chips, or deformations.
Return and Exchange Conditions
EU Customers: In accordance with European Union regulations, you are entitled to return or exchange products within 14 days of receiving the order. The product must be unused, in its original packaging, and in a resellable condition. Please ensure the product is properly packed to avoid damage during return.
UK and Switzerland: In the UK and Switzerland, similar laws apply for returns and exchanges. You can return or exchange products within 14 days of receiving them. The product must be in its original condition and packaging. If the product is damaged during delivery, we will offer a full refund or replacement if the issue is reported within 14 days of receipt.
Other Countries: For customers outside the EU, UK, or Switzerland, return and exchange policies may vary. However, we always aim to offer a fair and transparent solution based on local consumer protection laws. Please contact us for detailed instructions.
Steps for Return or Exchange
- Contact Us: Please reach out to our customer support within 14 days of receiving the product if you wish to return or exchange. Send photos of the product’s condition, the order number, and a description of the issue.
- Returning the Product: Customers are responsible for return shipping costs unless the product is defective or damaged. We recommend using a tracked delivery service to ensure the safety of the product.
- Refund or Exchange: After receiving and inspecting the returned product, we will promptly process the refund or exchange. Refunds will be issued to the original payment method, and a replacement will be sent once available.
Damaged or Defective Products If the product is damaged or defective (not due to normal wear and tear but from damage during transit or manufacturing defects), we will cover the return shipping costs and offer a full refund or replacement. Please notify us of such issues within 14 days of receiving the product for quick resolution. This applies to mirrors with and without frames, as well as models with lighting.
Non-returnable Items Please note that personalized products or items that were custom-made for your order may not be returnable unless they are damaged or defective upon receipt.
Contact Information If you have any questions or concerns regarding the return or exchange process, our customer support team is always ready to assist you. We strive to resolve any issues quickly and ensure your complete satisfaction with your purchase.
