Refund policy

Returns

While we hope you love your purchase, we understand that you may need to return it. Luxor Home Decor & Lighting accepts returns on a vast majority of our products—in new, uninstalled condition, and original packaging—within 14 days of receipt unless otherwise noted on the item’s product page. Please note there is a 20% restocking fee.

If 14 days have gone by since your purchase was DELIVERED, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused, UNINSTALLED, AND UNUSED, and in the same condition that you received it. It must also be in the original packaging.

To begin a return request, please email us first: support@luxorhomedecorandlighting.com and explain the reason for the return, locate the correct order and item you would like to return, then follow our instructions. Once your return request has been authorized, we will email you shipping labels. Simply print, attach to the box and drop it off at your local UPS, Fed Ex or DHL store. If you prefer to use your own shipping account, please let us know so we can provide further shipping instructions if that is an option for the return of your product.

Please note that any expedited shipping charges from your original order are non-refundable.

RETURNS EXCEPTIONS: We are unable to accept returns for:

• Products that are clearly marked non-returnable on the Product Detail Page
• Products that have been assembled or installed
• Products without the original packaging or not in their original condition
• Products with crystals that have been unwrapped
• Custom orders, including those that are made-to-order or customized to your specifications
• Light bulbs
• Large quantities of the product (10 or more) are made to order and cannot be returned.
• Orders that exceed order amount of $8,000 or more and or 10 items or more.
• Open-box or clearance items
• Orders that were delivered more than 14 days.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. 

In cases of broken crystals, replacement parts will be sent to you at no charge.

The time limit to report a problem is 14 days from the delivery date. If 14 days have gone by since your item was delivered, and you discover a problem, we will not be able to accommodate a return or replacement. 

** Furniture cannot be returned** If Damaged, a replacement will be given**

We reserve the right to apply refunds in the form of store credit in certain circumstances.

EXCHANGES (if applicable)

If you need to exchange an item, you will be sent a return label for the original product and issued a store credit to purchase your new item once your original purchase is received. Please note that your item must be unused and arrive in its original condition.  Your package will be subject to inspection. If your exchange arrives damaged you will be subject to a 50% fee. Courtesy credits are only applicable to retail prices.

Damages

Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.

Defective Products

Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 14 days of receiving your order. 

The Products are Fine, But I Changed My Mind

Products with no quality-related issues can be returned within 14 days of receiving your order. Custom orders are non-refundable.  You will be responsible for all return shipping fees and a 20% re-stocking fee will be deducted.

Any product that has been used does not qualify for a return. Returned items must be unused, with original packaging.
 

Specific Return Policy for Customized Orders

Our custom orders are not eligible for return. Item made to your special requirements cannot be returned or exchanged without any reason.
 

Cancellation Policy

For all products excluding made-to-order items, orders may be canceled for a full refund within 24 hours after placing the order. Once the order has shipped, it can not be canceled.

-Orders canceled within 24 hours of payment confirmation are eligible for a full refund.

-For orders canceled after 24 hours, 20% restocking fee will be charged.

-Orders that have already been shipped cannot be cancelled.

For Made-To-Order products:

-Orders cancelled within 24 hours of payment confirmation are eligible for a full refund.

-Orders cancelled after production begins cannot be cancelled. 

-Made-To-Order products that have already been shipped cannot be cancelled.
 

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, please contact our customer service representatives at support@luxorhomedecorandlighting.com. We welcome any feedback you have regarding our products and service.

Please Note: 
We reserve the right not to accept the returns or to process the replacement or the refund request without prior approval from our Customer Service.

Any purchase on Luxor Home Decor & Lighting indicates that you have read, understood and agreed with our Return Policy stated above.

DESIGNER TRADE PROGRAM MEMBER RETURN POLICY

The "Easy Return Policy" applies only to lighting products purchased by members of the LHDL Insider Paid Program (presently suspended for new enrollment as of November 2022) This section does not apply to our Designer Trade members previously enrolled prior to 11/13/2022.  If you are a member you can process a return on all uninstalled lighting products for any reason for a full refund of the purchased price.