Returns & Exchange

Option 1 – Refunds / Exchanges Permitted

We will allow you to exchange merchandise within 14 days of when the item was received by you with receipt or proof of purchase. If 14 days or more have passed since your purchase, we cannot offer you an exchange. You may receive full refund within 2 days of the purchase only for the items that are in stock, and not for special orders or custom orders. The merchandise must be unopened in the original packaging and not damaged and new condition. Separate charges will be applied if you want us to pick up your merchandise or deliver the replacement merchandise. The customer is responsible for paying to return merchandise. All returned items must be send back to us using the original shipping boxes and packaging materials. Installed products with cut wires or loose crystal will be subject to a fee. Upon receipt of the returned item, we will fully examine the merchandise and notify you via email within 1 day of receipt, whether you are entitled to a return, and if any restocking fees (up to a maximum of 40%) will be applied (the merchandise is not in excellent condition and not suitable for resale unless fixed). If you are entitled to a return, we will refund your purchase price and credit will be applied to the original method of payment within 3-5 business days after the merchandise was fully examined.

Option 2 – NO Refunds / Exchanges

We do not accept returns or exchanges unless the merchandise you purchased is defective (see section Defective Merchandise). The following merchandise is non-refundable and cannot be exchanged:

  • Sale items;
  • Merchandise that is part of the deal and/or promotion;
  • Special order merchandise, custom order merchandise that was specifically designed and made for you (see section Special Order);
  • Not our products.

Defective Merchandise

All our products are carefully checked prior to dispatch. You must make any claims for damage or defect, shortage, or errors at the time your merchandise is delivered to you. If you do not make a claim at that time, within 2 days of the merchandise received by you, you will be deemed to have accepted the product(s) and you cannot revoke your acceptance. Proof of defect and/or damage in the form of pictures will be required. In circumstances where you consider that a product is defective, you should contact us within 1 day via email info@luxury-decor.ca , with details of the product and defect/damage. Upon receipt of returned merchandise, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or replacement as a result of the defect/damage. Shipping and handling charges are not refundable. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

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