Order processing
Ready-stock and non-personalised products are normally dispatched within 1–2 business days after the order is confirmed.
Personalised and made-to-order products normally require 3–5 business days for production, finishing, quality checks and dispatch.
Some complex or special products may require additional processing time. Where relevant, this may be communicated on the product page or during the order process.
Delivery estimates
After dispatch, delivery normally takes an estimated 3–7 business days depending on the destination and courier network.
Remote locations, public holidays, unusually high order volumes, weather, transport disruption or circumstances outside our reasonable control may cause delays.
Delivery dates are estimates rather than guaranteed dates unless expressly stated otherwise.
Delivery information
Customers are responsible for providing a complete and accurate delivery address, phone number and PIN code.
If you notice an address error, contact us as soon as possible. Once an order has been dispatched, we may not be able to change its delivery details.
Cancelling an order
Personalised products
A personalised or custom-made order may be cancelled before production or personalisation begins.
Once production has started, cancellation is normally not possible because the product is being made specifically for the customer.
Ready-stock products
A non-personalised ready-stock order may normally be cancelled before dispatch.
Once dispatched, the applicable return policy below will apply.
Personalised products
Personalised and custom-made products are generally not eligible for return simply because of a change of mind, preference or an error in personalisation details entered by the customer.
Please check names, spellings, dates and other personalised information carefully before placing the order.
A personalised item may still qualify for an appropriate remedy if it arrives damaged, defective, incorrect, or contains a production or personalisation error attributable to Luxmy Lab.
Ready-stock returns
Eligible non-personalised, ready-stock products may be requested for return within 7 calendar days from delivery.
The product must be unused, undamaged and substantially in its original condition, together with the components or accessories supplied with it.
For an eligible change-of-mind return, the customer is responsible for the return shipping cost. Original delivery charges are normally non-refundable in such cases.
Damaged, defective or wrong items
If your order arrives visibly damaged, defective, incomplete or incorrect, please contact us within 48 hours of delivery so that we can investigate promptly.
Please include your order ID and clear photographs of the product and relevant packaging.
A short video may also be helpful, but an unboxing video is not a mandatory condition for raising a genuine claim.
The 48-hour reporting request helps us investigate transit-related issues promptly and does not limit rights available to consumers under applicable law.
Where the issue is due to damage, defect, an incorrect product or a Luxmy Lab error, we may provide an appropriate replacement or refund and bear applicable return or replacement shipping costs.
Return inspection
Returned products may be inspected for condition, completeness and the stated reason for the return.
A return may be declined or appropriately adjusted where the product has been used, materially altered, damaged after delivery, or returned incomplete, subject always to applicable consumer law.
Please do not send a product back before receiving return instructions from Luxmy Lab.
Refunds
Once a refund is approved and any required inspection has been completed, Luxmy Lab will normally initiate the refund within 5–7 business days.
Refunds will generally be made to the original payment method where possible.
After a refund is initiated, the time required for the amount to appear in the customer's account may depend on the bank or payment service provider.
How to request help
Email us with your order ID, a brief description of the issue and any relevant photographs.
hello@luxmylab.inConsumer rights
Nothing in this policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded under applicable consumer protection law.