Refund policy
1) Overview
We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help—clearly and without hidden fees. This policy explains when returns, refunds, repairs, and cancellations are accepted and the steps to take.
2) Eligibility for Returns
Window: You must notify us of any return request within 24 hours of delivery.
Condition: Returns are accepted only if the product is unused, in new condition, and in its original packaging (including all accessories and protective materials).
Assembled items: Returns are not accepted for assembled products unless a verified manufacturing defect is identified. In such cases, Lux Heaven’s assessment and decision will prevail.
3) Customized / Made-to-Order Items
No returns or refunds: Customized or made-to-order items are not returnable or refundable.
Repair-first policy: If you believe there is a defect, we will inspect and repair/rectify the issue.
What counts as customized: Any product made to your specified size, color, fabric, finish, or configuration is considered customized.
Approval process: We will share mockup images showing the design via WhatsApp or email for your approval before production. Once approved, the order cannot be cancelled.
4) Mandatory Inspection on Delivery
Please open and inspect all items within 24 hours of delivery while keeping the original packaging.
If defects or issues are found, inform us within the same 24-hour period.
If notification is not received within 24 hours, Lux Heaven will not be responsible for defects and the order will not be returnable.
5) Non-Returnable / Non-Refundable Items
The following cannot be returned or refunded:
Opened sofas/beds and installed MDF items/furniture.
Used bedding (bed linen, duvets, pillows, pillow-tops).
Mattresses or any filled/upholstered goods without a law label.
Customized or made-to-order products.
Products that have been used, altered, washed, stained, damaged, drilled, or modified in any way.
We reserve the right to deny a return or exchange and may request photo identification and supporting photos/videos of the product’s condition.
6) Product Variations & Specifications
We receive new batches of raw materials regularly. Minor variations in color, texture, grain, or fittings may occur between batches.
If you place separate orders at different times for the same item, slight differences may be present due to normal manufacturing improvements and materials.
7) How to Request a Return (if eligible)
Contact our customer service within 24 hours of delivery with your order number, clear photos/videos, and a description of the issue.
Upon approval, we will coordinate pickup. Items must be securely repacked in original packaging.
8) Delivery & Pickup Charges
If a return is approved without a valid product-related reason (e.g., change of mind), the original delivery charge will be deducted from the refund.
If shipping was free, a minimum AED 300 pickup charge will apply.
9) Refund Method & Timing
Refunds (where applicable) are processed via bank transfer within 7–14 business days from the date of cancellation/return approval.
For credit card payments, the bank’s processing time may be longer.
Where bank charges or payment gateway fees apply, these may be deducted from the refundable amount 10%
10) Order Cancellations
Standard window: You may cancel an order within 24 hours of placing it (online or via sales agent).
Fees: A 5% fee (bank/payment processing charges) will be deducted from the refund.
After shipment: No cancellations are permitted once the order has shipped.
Customized orders: No cash-back on customized/made-to-order products at any time.
Extended lead times: If delivery is expected to exceed the timeline previously communicated, you may contact customer service. At our discretion—and provided the order has not yet shipped—we may approve cancellation under the above fee terms.
11) Repairs for Manufacturing Defects
For eligible products reported within the required time, we will inspect and repair manufacturing defects. Where repair is not feasible, we may replace the affected part or the product at our discretion.
12) Important Notes
All decisions regarding product condition, defects, eligibility, and remedies are at Lux Heaven’s sole discretion after inspection.
This policy may be updated at any time. Please review it periodically for the latest terms.
This policy applies in addition to any mandatory rights under applicable law.
13) Contact
For return, repair, or cancellation requests, please contact Lux Heaven Customer Service with:
Order number
Photos/videos (if reporting a defect)
Your full name, contact number, and delivery address
We’re here to help and will respond as quickly as possible.
