This Refund & Exchange Policy (“Policy”) shall be effective from 21st April 2025 as mentioned on the official website of LUXVÓIRE.

This Policy is formulated in accordance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant laws governing e-commerce and consumer rights in India. The Policy has been specifically tailored to the operational structure, business model and product offerings of LUXVÓIRE, a luxury streetwear and lifestyle brand engaged in the online sale of apparel and related merchandise across India. LUXVÓIRE is committed to maintaining fairness, transparency and customer satisfaction in all post-purchase processes. This Policy is intended to provide customers with a clear understanding of the terms governing exchanges, eligibility conditions, timelines and customer obligations associated with purchases made through the official website or any authorized sales platform of the Company.

By placing an order with LUXVÓIRE, customers acknowledge that they have read, understood and agreed to the terms outlined under this Policy.

1. DEFINITIONS & INTERPRETATION

1.1 Definitions

1. “Company” shall mean LUXVÓIRE.
2. “Customer” shall mean any individual or entity purchasing products from the official website or authorized sales channels of LUXVÓIRE.
3. “Exchange” shall mean the replacement of an eligible product in accordance with the terms of this Policy.
4. “Return Request” shall mean a formal request initiated by the Customer seeking exchange of an eligible product.
5. "Eligible Product” shall mean a product qualifying for exchange under this Policy, subject to inspection and approval by the Company.
6. “Products” or “Product” shall mean apparel, T-shirts, oversized streetwear garments or any merchandise sold by LUXVÓIRE.
7. “Video Proof” shall mean a continuous, unedited recording showing the parcel being opened from start to end clearly capturing the condition of the package and the product received.
8. “Reverse Shipping” shall mean the process through which the Company arranges pickup or return shipping for approved exchange requests.

1.2 Interpretation

1. Section headings are for convenience only and shall not affect interpretation of this Policy.
2. Words denoting singular shall include plural and vice versa.
3. Any reference to this Policy shall include future amendments or modifications made by the Company.

2. PURPOSE

1. The purpose of this Policy is to establish a transparent, fair and legally compliant framework governing exchanges and post-purchase concerns relating to products purchased from LUXVÓIRE.

2. This Policy outlines:

●Conditions under which exchanges shall be permitted
●Situations where exchange requests may be rejected
●Timelines applicable to customers
●Customer obligations during the exchange process
●Limitations of liability of the Company

3. LUXVÓIRE currently follows a strict no-refund policy and only provides exchanges under limited eligible circumstances specifically mentioned herein.

3. ORDER PROCESSING

1. All prepaid orders placed on the official website of LUXVÓIRE are processed within standard operational timelines excluding Sundays and public holidays.
2. Order processing timelines may vary during launches, limited drops, high order volumes, sales periods or unforeseen logistical delays.
3. The Company reserves the right to cancel or refuse any order at its sole discretion in cases involving suspicious activity, inventory mismatch, payment verification failure or operational limitations.

4. ELIGIBILITY FOR EXCHANGE

1. Customers may request an exchange only under the following circumstances:
●  Wrong product received
●  Damaged product received

2. An exchange request shall be considered valid only if all the following conditions are satisfied: CONDITION Exchange Timeline Product Condition Tags & Packaging Video Proof Product Inspection REQUIREMENT Request must be raised within 3 days of delivery Product must be unused, unwashed and unworn Original tags and packaging must remain intact Mandatory continuous video proof while opening parcel from start to end Product must successfully pass quality inspection conducted by LUXVÓIRE.
3. Failure to satisfy any of the above conditions may result in rejection of the exchange request.

5. NON-ELIGIBILITY FOR EXCHANGE

1. Exchange requests shall not be accepted under the following circumstances:
●  Used, washed or worn products
●  Products with stains, perfume smell, marks or visible signs of usage
●  Products returned without original tags or packaging
●  Exchange requests raised after 3 days of delivery
●  Damage caused due to mishandling by the Customer
●  Size-related exchange requests
●  Minor color variation due to photography or screen settings
●  Requests raised without proper video proof

2. Any product failing to meet the conditions mentioned under this Policy shall be deemed ineligible for exchange.
3. LUXVÓIRE reserves the absolute right to reject exchange requests after inspection of the returned product.

6. VIDEO PROOF REQUIREMENT

1. Valid video proof is mandatory for all exchange requests.

2. The video must:
●  Begin before opening the parcel
●  Clearly show the parcel from all sides
●  Clearly capture the shipping label
●  Clearly record the opening process from start to end without cuts, edits or pauses
●  Clearly display the issue, damage or wrong product received

3. Screenshots, edited clips, photographs or incomplete recordings shall not be considered valid proof.
4. Failure to provide valid video proof may result in rejection of the exchange request.

7. EXCHANGE PROCESS

Customers seeking exchange must follow the process mentioned below:

Step 1: Raise an exchange request through the official support email mentioned on the website within 3 days of delivery.
Step 2: Share:
●  Order ID
●  Full name
●  Contact details
●  Clear description of issue
●  Mandatory video proof
Step 3: The Company shall review the request and determine eligibility.
Step 4: Upon approval, reverse pickup or shipping instructions shall be provided by the Company.
Step 5: After successful inspection of the returned product, the exchange shall be processed. The complete exchange process may take approximately 8–10 business days depending upon operational and logistical timelines.

8. SHIPPING & REVERSE SHIPPING

For approved exchange requests:
●  Reverse shipping charges shall be borne by LUXVÓIRE
●  Customers must ensure proper packaging of the returned product
●  The Company shall not be liable for damages caused due to improper packaging during return transit LUXVÓIRE reserves the right to deny exchange if the returned product is received in damaged or used condition.

9. NO REFUND POLICY

LUXVÓIRE follows a strict no-refund policy. The Company does not provide:
●  Monetary refunds
●  Bank transfers
●  Wallet credits
●  Refunds to original payment method
●  Store credits Once an order is placed successfully, it cannot be cancelled, refunded or modified.

10. PAYMENT POLICY LUXVÓIRE

currently operates on prepaid orders only. Cash on Delivery (COD) is not available.

11. SHIPPING AVAILABILITY

LUXVÓIRE currently ships across India only.

12. CUSTOMER OBLIGATIONS

Customers are required to:
●  Carefully review product details and size charts before placing orders
●  Ensure correct shipping information is provided
●  Maintain original condition of products intended for exchange
●  Provide accurate and authentic information during the exchange process Any misuse, fraudulent activity or false claims may result in permanent restriction from future purchases.

13. LIMITATION OF LIABILITY

LUXVÓIRE shall not be held liable for:
●  Delays caused by logistics partners
●  Incorrect addresses provided by Customers
●  Failed deliveries due to customer unavailability
●  Minor variations in color caused by lighting or screen resolution
●  Losses arising due to customer negligence or misuse

14. GRIEVANCE REDRESSAL

Customers may raise concerns or grievances relating to exchanges through the official support email provided on the website. The Company shall endeavor to review and respond within a reasonable operational timeline.

15. GOVERNING LAW & JURISDICTION

This Policy shall be governed and interpreted in accordance with the laws of India. Any disputes arising in relation to this Policy shall be subject to the exclusive jurisdiction of the competent courts of India.

16. AMENDMENT TO POLICY

LUXVÓIRE reserves the right to modify, amend or update this Policy at any time without prior notice. Customers are advised to review this Policy periodically before placing an order. By purchasing from LUXVÓIRE, the Customer acknowledges and agrees to all terms mentioned under this Refund & Exchange Policy.