Refund policy
REFUND & RETURN POLICY
LUXDU – Operated by ROYAL BOX MAKING JEWELLERY & GIFT BOX L.L.C.
Effective date: April 25, 2026
At LUXDU, we take pride in delivering premium Leather jewellery boxes, gift boxes, packaging items, and related products with care, quality, and reliability. This policy explains when returns are accepted, how refunds are processed, and how cancellations are handled.
1) DELIVERY TIMELINE
Orders are generally processed and delivered within 5 to 6 days, depending on the delivery location, order volume, and product availability.
Once your order has been dispatched, you may receive tracking or delivery updates where applicable.
2) RETURN & REFUND ELIGIBILITY
We offer a 30-day return window from the date of delivery. To qualify for a return:
- Items must be unused, undamaged, and in their original packaging.
- All original tags, labels, accessories, and proof of purchase must be included.
- The product must be in resellable condition.
- Items damaged due to customer handling, misuse, improper storage, or returned without prior approval are not eligible for refund.
3) HOW TO INITIATE A RETURN
To request a return, please contact our customer care team with your order number and reason for return.
Once your request is reviewed and approved, we will provide the return instructions and return address details.
Note: Items returned without prior approval will not be accepted.
4) DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Your request should include:
- Order number
- Clear photos of the damaged, defective, or incorrect item
- Photos of the packaging, where applicable
Once verified, we may arrange a replacement, exchange, or refund, subject to product availability and inspection.
5) NON-RETURNABLE ITEMS
The following items are not eligible for return or refund:
- Customized or personalized products
- Sale, clearance, or final-sale items
- Gift cards or vouchers
- Items that have been used, damaged, altered, or are not in original condition
- Products returned without prior approval
If you are unsure whether your item qualifies for return, please contact us before sending it back.
6) EXCHANGE POLICY
If you wish to exchange a product, please contact us first for approval.
Exchanges are subject to product availability and inspection of the returned item. If the requested replacement is unavailable, we may offer a refund or store credit where applicable.
7) REFUND PROCESS
Once we receive and inspect your returned item:
- You will be notified of the approval or rejection of your refund.
- If approved, the refund will be processed to your original payment method.
- Refunds may take up to 10 business days to be processed from our side.
- Actual posting time depends on your bank, card issuer, or payment provider.
- Card refunds may take up to 45 days to appear, depending on the issuing bank’s processing time.
If 15 business days have passed after our refund approval and you have not received the refund, please contact our customer care team.
8) ORDER CANCELLATION BEFORE DISPATCH
You may cancel a standard product order before it has been dispatched.
If the order has not yet been processed or shipped, we may issue a full refund to the original payment method.
Once an order has been dispatched, the standard return and refund rules will apply.
9) CUSTOMIZED OR MADE-TO-ORDER CANCELLATIONS
Orders for customized, personalized, branded, or made-to-order products cannot be cancelled once production has started, materials have been prepared, or design approval has been confirmed.
If cancellation is requested before production begins, we will review the request and confirm whether a full or partial refund is possible.
Any committed costs, including design work, materials, labor, or third-party charges, may be deducted from the refund amount.
10) SERVICE CANCELLATION POLICY
This section applies to services requested through our website, customer care, or direct communication, including but not limited to customization, logo application, packaging consultation, design preparation, special gift-wrapping, or bulk order support.
Customers may cancel a requested service within 24 hours of placing the request, provided the service has not started.
Refunds will be made back to the same payment method used by the customer. Please allow up to 30 days for the refund transfer to be completed by the issuing bank or payment processor.
Requests received after 24 hours, or after work has started, may be ineligible for cancellation or may incur a cancellation fee.
Where possible, we may offer a one-time rescheduling option, subject to availability.
11) RETURN ADDRESS
ROYAL BOX MAKING JEWELLERY & GIFT BOX L.L.C.
Royal Box Factory Bldg. No. 1, Road 35,
Sharquat, Al Ain, United Arab Emirates
Please do not send any item to this address without prior return approval.
12) CONTACT
Customer Care: cs@luxdu.ae
Company: ROYAL BOX MAKING JEWELLERY & GIFT BOX L.L.C.
Brand: LUXDU
Address: Royal Box Factory Bldg. No. 1, Road 35, Sharquat, Al Ain, UAE
LUXDU is committed to quality, trust, and customer satisfaction.