Return and Refund Policy

Return and Refund Policy
Effective Date: January 26, 2026

1. Scope and Intent

This Return and Refund Policy ("Policy") explains how Shop Luxe Appliances, LLC d/b/a Shop Luxe Home ("Shop Luxe Home", "we", "us", or "our") handles returns, refunds, and exchanges for purchases made through https://www.shopluxehome.com (the "Website"). By placing an order on the Website, you ("Customer", "you", or "your") agree to the terms described in this Policy.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@shopluxehome.com
Phone: 224-427-7700

Mailing Address:
Shop Luxe Home
Shop Luxe Appliances, LLC d/b/a Shop Luxe Home
19 Spring Street
Cary, IL 60013

Hours: Monday–Friday, 9 AM – 5 PM CST

3. Return Eligibility

We allow customers in the United States to request a return within 30 days of receiving their product, subject to the conditions outlined below.

3.1 Conditions for Return

To be eligible for a return:

Unused and Undamaged:
The item must be unused, undamaged, and in the same condition that you received it.
Original Packaging:
The item must be in the original packaging, with all labels, tags, manuals, and accessories included.
Proof of Purchase:
A receipt or proof of purchase (such as your order confirmation email) is required.

Certain items may be excluded from returns as outlined in Section 7 (Exceptions).

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact Customer Service:
Email us at support@shopluxehome.com or call 224-427-7700 within 30 days of receiving your order.
Provide Details:
Include your order number, the item(s) you wish to return, and a brief explanation of the reason for the return.
Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.

4.2 Preparing Your Return

Package the Item Safely:

Securely pack the item in its original packaging.
Ensure all accessories, manuals, parts, and any free gifts or promotional items are included.

Include Documentation:

Include your RMA number (if provided) and a copy of your order confirmation or packing slip inside the package.

4.3 Shipping the Return

Shipping Method:
We strongly recommend using a trackable shipping method and keeping your tracking information for your records.
Return Window:
Please ship the item within 14 days of receiving return authorization.

5. Return Shipping Costs

Customer Responsibility:
In most cases, all return shipping costs are the responsibility of the customer.
Our Responsibility (Defective/Incorrect Items):
If we determine that the item was defective, damaged upon arrival, or you received the incorrect product, we will cover reasonable return shipping costs or provide a prepaid return label (see Section 6.2 and 6.3).

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

Eligibility:

Items must be unused, undamaged, and in their original packaging.
Return requests must be made within 30 days of receipt.

Refund:
A refund will be issued to the original payment method, minus any applicable restocking fees, once the returned item is received and inspected.

6.2 Defective or Damaged Goods

Notification:
If your item arrives defective or damaged, please contact us within 48 hours of delivery.
Documentation:

Provide clear photos or videos showing the defect or damage.
Include photos of the packaging if it appears damaged.

Resolution:
After reviewing the information, we will offer one of the following, at our discretion:

A replacement item, or
A full refund
In these cases, we will cover return shipping costs or provide a prepaid return label, if a return is required.

6.3 Incorrect Product Received

Notification:
If you receive an incorrect product, please inform us as soon as possible after delivery.
Resolution:
We will arrange for the incorrect item to be returned at our expense and will ship the correct product to you as quickly as possible, subject to availability.

6.4 Product Never Arrived

Notification:
If your product does not arrive within the estimated delivery timeframe, please contact us so we can investigate with the carrier.
Resolution:
After the investigation:

If the product is confirmed lost, we will offer a full refund or send a replacement product, subject to availability.

6.5 Order Cancellation

Before Shipment:
You may request to cancel your order for a full refund if it has not yet been shipped.
After Shipment:
If your order has already shipped, it will be treated as a return. You may follow the return procedure in this policy after receiving the product.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable, except where required by law:

Custom or Personalized Products:
Items made to your specifications or clearly personalized.
Perishable Goods:
Such as food, flowers, newspapers, or magazines.
Intimate or Sanitary Goods:
Including underwear, swimwear, and personal care items, unless unopened and unused.
Gift Cards and Downloadable Software Products.

Additional restrictions may apply depending on the product. Any such restrictions will be noted on the product page where possible.

8. Refunds

8.1 Refund Conditions

Approval:
Refunds are issued after we receive and inspect the returned item to confirm it meets the eligibility criteria in Section 3.
Notification:
We will notify you via email to confirm whether your refund has been approved or rejected.

8.2 Refund Processing

Method:
Approved refunds will be processed to the original payment method used at the time of purchase.
Time Frame:
After we approve the refund, it may take up to 7–14 business days for the refund to appear in your account, depending on your bank or credit card issuer.
Restocking Fees:
Certain returns may be subject to a restocking fee. Any applicable restocking fee will be disclosed on the product page or during the checkout process.

8.3 Partial Refunds

Partial refunds may be granted in certain situations, including but not limited to:

Items not in their original condition, damaged, or missing parts for reasons not due to our error.
Items returned more than 30 days after delivery (if we accept the return at our discretion).

Any applicable partial refund amount will be communicated to you before processing.

9. Exchanges

Eligibility:
We replace items only if they are defective, damaged, or incorrect. In some cases, a new order may be required.
Process:
To request an exchange, please contact us at support@shopluxehome.com with your order number and details about the issue.
Shipping Costs:

For defective or incorrect items, we cover the shipping costs for exchanges.
For exchanges due to change of mind (e.g., different color or model), customers are responsible for all shipping costs.

10. Timelines (Summary)

Return Window:
Return requests must be made within 30 days of receiving the product.
Return Shipment:
Once return authorization is granted, the item should be shipped within 14 days.
Return Processing:
After we receive and inspect the returned item, we will process the refund within approximately 7–14 business days.
Refund Period:
Depending on your bank or credit card issuer, it may take an additional 7–14 business days for the refund to appear in your account.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable consumer protection laws in the United States. If there is any conflict between this policy and your legal rights, your legal rights will prevail.

12. Questions and Support

For more information, you can:

Contact our Customer Service team:

Email: support@shopluxehome.com
Phone: 224-427-7700

Shop Luxe Home
Shop Luxe Appliances, LLC d/b/a Shop Luxe Home
19 Spring Street
Cary, IL 60013

By making a purchase on our Website, you agree to this Return and Refund Policy.

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