Refund and Returns Policy

 

Overview

At LUXE LATHERS SDN. BHD., we are committed to your satisfaction. Our Return & Refund Policy is designed to ensure a fair and transparent process should you need to return a product or cancel your order.

This policy outlines the procedures and conditions under which returns, refunds, and cancellations may be requested and approved.

Return Policy

You may request a return within 30 calendar days from the date you receive your order.

To be eligible for a return:

  • The product must be unused, unopened, and in its original packaging.

  • The product must be in the same condition that you received it.

  • You must provide proof of purchase (e.g., order number, receipt).

How to Initiate a Return:

  1. Email us at luxelathers@outlook.com within 30 days of receiving your order.

  2. Include your order number, reason for return, and, if applicable, photos of the item.

  3. Our customer support team will respond within 2–3 business days with return instructions.

Returns without prior written approval will not be accepted.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • A full refund will be issued to your original method of payment.

  • Refunds will be processed within 5 to 10 business days.

  • Processing times may vary depending on your bank or payment provider.

We reserve the right to reject any return that does not comply with the terms outlined above.

Cancellation Policy

You may cancel your order within 12 hours of placing it, provided it has not yet been processed or shipped.

To cancel your order:

  • Send an email to xe-beauty@outlook.com with your order number and “Cancellation Request” in the subject line.

  • If your cancellation request is received within the 12-hour window and your order has not yet been dispatched, we will cancel your order and issue a full refund.

Orders that have already been processed or shipped are not eligible for cancellation but may still qualify for return under our Return Policy.

Damaged or Incorrect Items

If you receive a product that is damaged or incorrect:

  • Please notify us within 48 hours of receiving the item.

  • Send an email to luxelathers@outlook.com with your order number, photos of the item, and a brief description of the issue.

We will assess the situation and may offer a replacement or refund at our discretion.

Exceptions

The following general terms apply:

  • We do not provide refunds or accept returns for products that have been opened, used, or damaged after delivery.

  • This policy does not cover returns due to change of mind beyond the 30-day window.

Contact Us

If you have any questions about your return, refund, or cancellation eligibility, please contact us at:

LUXE LATHERS SDN. BHD.
📧 Email: luxelathers@outlook.com
🏢 Address: 4918 (TINGKAT 1), JALAN BAGAN LUAR, KAMPUNG BENGGALI, 12000 BUTTERWORTH, PULAU PINANG