Terms of service
Welcome to Lux Heaven. By visiting our store or shopping online at luxheaven.ae, you agree to the following terms and conditions. Please read them carefully. If you have any questions, you may contact us directly.
All products on Lux Heaven are manufactured as custom/on-demand items, and all prices include 5% VAT.
1. Payment Terms
We accept payments through the following methods:
1. Stripe Payment Gateway — Secure checkout via our website.
2. Stripe Payment Link — Sent via email.
3. Company Bank Account — Direct transfer to Lux Heaven’s official bank account only. Payments to any sales agent’s personal account will not be accepted.
4. Cash Payment — Must be accompanied by an official company receipt voucher. Without the receipt voucher, Lux Heaven will not be responsible for any claims.
Note: Lux Heaven retains ownership of all products until full payment has been received.
2. Product Information & Specifications
All products sold are brand new, unused, and undamaged.
We work closely with our vendors to ensure product colors, dimensions, and photos are accurate. However, minor discrepancies may occur due to screen resolution, manufacturing variations, or other factors.
Any questions regarding color, size, or dimensions must be discussed before placing an order.
Lux Heaven will not be held responsible for minor variations between the advertised and delivered product.
3. Shipping & Delivery Methods
3.1 Standard Delivery
Most furniture is delivered directly by our trained delivery specialists.
Delivery will be scheduled in advance.
Our team will deliver the furniture to your home, unpack it, assemble it in your chosen room, and remove packaging materials.
3.2 Special Delivery Circumstances
Certain locations may require alternative delivery methods (e.g., islands accessible only by boat). Additional fees will apply and will be discussed before delivery.
Deliveries involving tight spaces or moving items beyond two flights of stairs may incur extra charges.
3.3 Delivery Attempt Limit
If we are unable to contact you to arrange delivery within 15 calendar days, and no contact is made by you or your delivery agent, Lux Heaven may treat the order as a return, and refunds will be processed according to our Return Policy.
3.4 International Shipping
Lux Heaven does not offer international deliveries.
We can deliver to a freight forwarder of your choice. You will be responsible for hiring the forwarder and paying all international shipping fees directly to them.
4. Delivery Timeframes
Delivery times depend on the product ordered and the delivery location.
In-stock items are generally delivered within 3–5 business days from order placement.
You will be given an estimated delivery timeframe when your order is processed.
Actual delivery may occur earlier or later than estimated due to factors beyond our control.
Lux Heaven cannot offer compensation for deliveries that are delayed.
5. Order Cancellations
Orders can be cancelled only by calling or emailing Lux Heaven.
Cancellations are not valid until confirmed by Lux Heaven.
Refunds will be issued within 7–14 business days after cancellation, with bank charges deducted from the refunded amount.
Orders cancelled after 24 hours of confirmation are non-refundable.
Free shipping offers are valid only if the order is kept. If cancelled, you will be responsible for both original and return shipping costs, even if the order originally qualified for free shipping.
All shipping charges are non-refundable.
6. Damages & Repairs
Lux Heaven takes extreme precautions to ensure your items arrive in perfect condition.
All damages or assembly issues must be reported at the time of delivery or within 3 working days and noted on the delivery note/invoice.
For customized products, returns are not allowed — repairs will be offered instead.
If damage is confirmed, we will send the necessary parts or arrange professional repairs at no cost to you.
Remedies may include part replacement or repair by a qualified furniture technician.
7. Policies, Modifications & Severability
Lux Heaven reserves the right to change its website, policies, service terms, and these Terms & Conditions at any time.
If any provision is deemed invalid, void, or unenforceable, it shall not affect the validity or enforceability of the remaining provisions.
8. Electrical Fittings
We are a furniture manufacturer.
We will provide and install lights and bulbs if included with your furniture.
Electrical connection must be done by your own electrician. Lux Heaven will not be responsible for any electrical connections.
9. Important Note for Customized Orders
For customized or made-to-order items, Lux Heaven will share mockup images of the design via WhatsApp or email for your approval before production begins. Once approved, the order cannot be cancelled.
