We have a 14-day return policy: you have 14 calendar days from the date of delivery to request a return or exchange.
To be eligible, the item must be unused, not installed, wired or plumbed, and in its original condition and original packaging, with all parts and instructions included. You will also need your order number or proof of purchase.
To start a return, contact us at support@luxoflow.com. We will reply with the return address and instructions. Items sent back without first requesting a return cannot be accepted.
Return shipping costs are paid by the customer and are non-refundable, unless the return is due to a damaged, defective, or incorrect item. Our products ship from partner warehouses in different countries, so the return address may be outside your country. We recommend using a trackable shipping service.
Damaged, defective, or incorrect items Please inspect your order on delivery. If an item arrives damaged, defective, or is not what you ordered, contact support@luxoflow.com within 7 days of delivery with your order number and clear photos or a short video. We will send a free replacement or issue a full refund, whichever you prefer. In most cases, you will not need to send the item back. This does not affect your statutory rights for faulty goods.
Exceptions / non-returnable items
Custom or personalized orders, gift cards, and items that have been installed, wired, plumbed, or used cannot be returned unless they arrive damaged, defective, or incorrect. Items marked "Final sale" on their product page cannot be returned or exchanged for a change of mind. This does not affect your rights for damaged, defective or incorrect items, or the EU 14-day right of withdrawal.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Order cancellations You can cancel your order free of charge before it ships by contacting support@luxoflow.com. Once your order has shipped, our return process applies.
European Union 14-day cooling-off period If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of delivery, for any reason and without justification. Notify us at support@luxoflow.com within this period, then send the item back within 14 days of your notice. The item must be returned unused, in its original condition and packaging. Return shipping costs are paid by you.
Refunds We will notify you once we have received and inspected your return (or, at our discretion, received proof that it has been shipped back) and let you know whether the refund was approved. Approved refunds are issued to your original payment method within 14 days; your bank may need a few extra days to post it. If a returned item shows signs of use beyond what is needed to inspect it, we may reduce the refund to reflect the loss in value. If you have not received your refund within 14 days of approval, please contact us at support@luxoflow.com.
