Warranty and Claims

Please note that the warranty section is only applicable for the products that have been provided with a 12 month limited warranty.

What does the warranty cover?

Lux Fem 12 month warranty provides you with the peace of mind that the product will be free from manufacturer defects (referred to as 'defect') for 12 months. Any defect that arises due to manufacturer defects will be replaced or repaired free of charge.

How to make a claim?

  • If within 12 months after the delivery of the products to you, you believe that the product is subject of a defect you must cease using the product and contact us along with a video and/or photo (depending on the defect) and description of the defect. To start the claim, you can contact us at hello@luxfem.com.

  • If your claim is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return or claim will not be accepted. Lux Fem is not responsible for the damages to the products during the return delivery and will not be exchanged or refunded.

  • Where your product is within the limited warranty period, depending on the failure, we either dispatch a new or repaired replacement product free of delivery charges or refund you the price of the relevant product.

  • Lux Fem is not liable for any products damaged or lost during return-shipping or sent to incorrect, invalid addresses or correct addresses. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

If the claim is successful our 12 Month Warranty?

Repaired products

We will send you the repaired product free of delivery charges.

Replacements

When the warranty claim is accepted by us we will deliver the replacement item based on stock availability.

Refunds 

If we are unable to repair or replace the product, we will offer you either a store credit or refund, as applicable to the defect. If the refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Damages not covered by our 12 Month Warranty

  • any damage resulting from any act or omission, accident or negligence by you or any third party not engaged by us

  • normal wear and tear

  • discoloration of the product and / or related accessories