Returns & Refunds

General Return Policy

Due to the one-of-a-kind nature of pre-owned luxury goods, we do not accept returns or exchanges for customer convenience (e.g., "change of mind") under any circumstances.

※We provide high-resolution images and detailed condition reports for every item. We encourage all customers to review these details thoroughly before finalizing a purchase.

 

Eligible Returns (Significant Discrepancy)

A return request will only be authorized if:

• The item received is significantly different from the description or images provided.
• The item has a major undisclosed defect.
• You received the incorrect item.

Timeline: You must contact our support team at info@luxlux.jp within 14 days of the shipment date. Requests made after this 14-day window will not be accepted.

MANDATORY CONDITION: Security Tags

To protect the integrity of our inventory and prevent fraud:

• Security Tag Requirement: Every item is shipped with a uniquely numbered LUXLUX Security Tag attached.
• NO RETURN IF REMOVED: For a return to be eligible, this tag must remain completely intact and unremoved.
• Warning: If the security tag is cut, tampered with, or removed, the return will be strictly rejected, and no refund will be issued. Removal of this tag constitutes final acceptance of the item.

 

Authenticity & Expert Verification

At LUXLUX, we are committed to the highest standards of integrity. Every item in our collection undergoes a rigorous multi-step inspection process by professional brand experts before being listed.

• Professional Appraisal: We only source items that meet our strict criteria for quality and authenticity. Our internal verification process is designed to ensure that every piece is genuine.
• Extended Review Period: In the unlikely event that a purchased item is determined to be inauthentic by a reputable and recognized third-party authority, we provide a Full Refund (including original shipping costs).
• Claim Window: This authenticity protection is valid for 3 months from the date of delivery. Detailed documentation from a recognized expert will be required to initiate this process.

Return & Verification Process

We follow a strict "Verification-First" refund process:

1. Requesting a Return
To begin, please contact our support team at info@luxlux.jp. We invite you to share your Order Number (found in your confirmation email, enclosed documents, or your "My Page" area) along with your request.

2. Return Authorization (RMA)
For your security and ours, all returns require a Return Merchandise Authorization (RMA). We kindly ask that you contact us for this authorization prior to shipping any item back. This ensures your return is tracked and processed efficiently upon arrival.

3. Shipping Instructions
Once your RMA is issued, our Customer Support team will provide personalized Return Instructions. Following these steps will help ensure your item is returned safely according to international shipping guidelines.

4. Inspection & Refund Commencement

• Arrival & Review: The refund process begins once the returned item has arrived at our facility in Japan and passed our quality review.
• Verification Period: Our specialist team will verify the item’s condition and authenticity within 3 business days of its arrival.
• Condition Match: We kindly request that items be returned with all original accessories (boxes, dust bags, certificates, etc.) to ensure a complete refund.
• Refund Eligibility: To receive a full refund, items must be returned in their original, shipped condition with all accessories included.
  

Refunds & Timeline

Once the inspection is successfully completed:

• Method: Refunds will be issued via the original payment method.
• Processing Time: PayPal Approximately 7–9 business days.

※Note: Final arrival of funds depends on your bank or payment provider.

 

Shipping Fees & Duties

Our Error: If the return is due to our error, LUXLUX will cover the return shipping costs.

Non-Refundable: Please note that Original Shipping Fees and any Import Duties/Taxes/VAT paid to your local government are non-refundable.

Refused Deliveries: If a package is returned due to refused delivery or unpaid customs charges, the customer is responsible for all resulting return shipping and handling fees.

 

Support & Inquiries

Our concierge team is here to assist you with any questions regarding your order or our policies.

• Customer Support Email: info@luxlux.jp
• Operating Hours: Monday – Friday | 9:00 AM – 6:00 PM (Japan Standard Time)
• Response Time: We aim to respond to all inquiries within 24 hours during business days.