Buyer Protection
We want you to shop with confidence. Our Buyer Protection covers the things within our control — and we’re transparent about the things that aren’t. Here’s exactly what’s protected and how to make a claim.
What’s protected
✅ Your item arrives damaged
If your order arrives damaged in transit, you’re covered. Report it within 7 days of delivery with photos, and we’ll arrange a refund or replacement.
✅ You received the wrong item
If what arrives isn’t the product you ordered, that’s on us to fix. Report it within 7 days with photos and we’ll make it right.
✅ Your order is missing items
If part of your order is missing, let us know within 7 days of delivery and we’ll investigate and resolve it.
✅ Your package is lost in transit
If tracking shows your package was lost on the way to you, contact us and we’ll open an investigation with the carrier and work toward a resolution. See our Shipping Policy →
✅ Your payment is secure
Every payment is processed through secure, encrypted, PCI-compliant providers. Your card details are never stored on our servers.
What Buyer Protection does not cover
We believe in being upfront so there are no surprises. Because we purchase your exact item from a third-party seller you choose, the following are not covered:
- Product quality, durability, or design. We confirm the correct item was sent and that it wasn’t damaged in our handling — but the inherent quality of a third-party seller’s product is the seller’s, not ours. Vetting the seller is the buyer’s responsibility. Please review ratings, reviews, photos, and product details before ordering.
- Items that match the listing but didn’t meet personal expectations (for example, a color shade, fabric feel, or fit that differs from what you imagined, when it matches what you ordered).
- Sizing mistakes when the item matches the seller’s stated measurements. Please use our Size Conversion Guide and check each listing’s measurements before ordering.
- Buyer’s-remorse cancellations after we’ve already purchased the item (see cancellation window below).
- Customs delays or charges imposed by your destination country.
This is the standard arrangement for sourcing-agent services — and a few minutes of due diligence on the seller up front prevents the vast majority of issues.
Cancellations
- Within 24 hours of ordering (and before we’ve purchased the item): cancel for a full refund of your item cost.
- After we’ve purchased the item: the item cost is generally non-refundable, as we’ve already bought it on your behalf.
See our Return & Refund Policy for full details.
How to make a claim
It’s simple:
- Reach us through our live chat or contact form within 7 days of delivery.
- Include your order number.
- Attach clear photos of the item and its packaging (for damaged, wrong, or missing items).
- Tell us what you’d like — a refund or a replacement.
Our team reviews every claim fairly and will get back to you as quickly as possible (Monday–Friday, 9:00 AM – 5:00 PM CST). Approved refunds are issued to your original payment method.
Our commitment
We can’t control the quality of every third-party product — but we can promise to be transparent, to verify your order is correct before it ships, to pack it with care, and to stand behind the parts that are ours to own. That’s the heart of Buyer Protection at Luxxri.
Questions? Contact us — we’re happy to help.
Buyer Protection works alongside our Return & Refund Policy and Terms & Conditions.