Refund policy
REFUND POLICY
Thank you for shopping with JOE LUXE. Please read this Return, Refund and Cancellation Policy before placing your order.
Unboxing video required
Please record a clear, uncut video while opening your parcel, starting from the sealed package. We can only consider a replacement or refund claim when it is supported by this video. Claims without valid video proof cannot be accepted.
Damaged in transit
- Returns and replacements are accepted only for products that arrive damaged.
- Report the damage within 3 days of delivery by emailing your unboxing video and order number to lunalanefj@gmail.com.
- Once approved, we will share the address to send the damaged item back to.
- We will send a replacement of the same product. A refund is issued only if that product is no longer available.
Cancellations and exchanges
- Orders cannot be cancelled once placed, and products cannot be exchanged for a different item.
- If we are unable to fulfil an item in your order, we will offer a replacement of equal or higher value (you pay any price difference) or refund that item.
Refund timeline
Approved refunds are processed to your original payment method within 5–7 working days. How long the amount takes to show in your account depends on your bank or payment provider.
Return shipping
Shipping charges for returning an item are paid by the customer and are non-refundable.
Failed deliveries
- Please make sure you, or someone you authorise, can receive the parcel during courier hours (usually 9 AM–5 PM IST).
- The courier will attempt delivery up to three times. If the parcel comes back to us after that, we will contact you, and re-shipping charges may apply.
- Orders returned to us as undelivered are not eligible for a refund.
Contact us
For any questions about returns or refunds, email joeluxecollections.admin@gmail.com