Return & Refund Policy
Please read this policy carefully — because Shop.Luxxri is a sourcing service that buys products to order from third-party sellers in China, returns and refunds work differently than a typical online store. This policy works together with our Terms & Conditions and Shipping Policy.
The key thing to understand
When you order, we purchase your exact item from a third-party seller on Taobao, Tmall, or 1688 on your behalf. We are not the manufacturer or the original seller. This affects what can be cancelled, returned, or refunded — as explained below.
Cancellations
- Within 24 hours of placing your order: You may cancel for a full refund of your item cost, as long as we have not yet purchased the item from the seller. Contact us as soon as possible via our live chat or contact form.
- After 24 hours / once we’ve purchased the item: The item cost is generally non-refundable, because we have already bought it from the seller on your behalf.
To request a cancellation, email us with your order number right away.
Damaged, defective, or incorrect items
If your item arrives damaged, or is not the item you ordered, we’ll make it right.
- Report it within 7 days of delivery.
- Contact us through our live chat or contact form with your order number and clear photos of the item and packaging.
- Once verified, we’ll arrange a refund or replacement, as appropriate.
Important: product quality vs. wrong/damaged items
There’s an important distinction in how we handle issues:
- What we are responsible for: making sure the item we received and shipped is the correct item you ordered, and that it was not damaged in our handling. When your items arrive at our warehouse, we perform a thorough visual check to confirm that what’s pictured is what’s received before we pack and ship.
- What we are not responsible for: the inherent quality, durability, sizing, or design of a third-party seller’s product. Because you choose the seller and the listing, vetting the supplier is the buyer’s responsibility. We strongly recommend reviewing the seller’s ratings, reviews, photos, and product details before ordering. A product simply not meeting your expectations (when it matches the listing you selected) is not eligible for a refund.
This is the standard arrangement for sourcing-agent services, and doing a little due diligence on the seller up front goes a long way.
Non-returnable situations
Refunds or returns are generally not available for:
- Items that match the listing you ordered but didn’t meet personal expectations.
- Quality issues inherent to the third-party product (see above).
- Buyer’s-remorse cancellations made after we’ve purchased the item.
- Customized, made-to-order, intimate, or perishable items [confirm any categories you want to exclude].
- Delays caused by customs or local postal services.
Shipping refunds
- We only ask for your shipping payment once your items are packed and ready to ship, so you’re never paying shipping in advance.
- Once shipping is paid, we dispatch within 24–48 business hours.
- Shipping costs are non-refundable once your order has shipped.
How refunds are issued
- Approved refunds are returned to your original payment method.
- Please allow [5–10 business days — confirm] for the refund to process and appear, depending on your payment provider.
The 72-hour shipping window
If you do not complete your shipping payment (Payment 2) within 72 hours of the “packed and ready” notification, your order may be forfeited and the items disposed of or resold, with item fees already paid retained, as described in our Terms & Conditions. We send reminders at 48 and 70 hours to help you avoid this.
How to request a cancellation, refund, or replacement
Email our live chat or contact form with:
- Your order number
- What you’d like (cancellation, refund, or replacement)
- For damaged/incorrect items: clear photos
Our team is available Monday–Friday, 9:00 AM – 5:00 PM CST and will get back to you as quickly as possible.
This policy is provided for general guidance and may be updated. For the full terms governing your purchase, see our Terms & Conditions.