Return & Exchange Policy
At Lux Annam, we are committed to a safe, transparent, and convenient shopping experience. Our Return & Exchange Policy sets clear guidelines to protect your consumer rights and ensure satisfaction when you purchase Lux Annam premium handcrafted products.
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Return & Refund Timeframes By Region
To comply with regional regulations and the realities of international shipping, we tailor our Returns & Refunds Policy to your location. The table below outlines the return request windows, return-shipment deadlines, and refund processing timelines to ensure a smooth, hassle-free experience.
|
Region |
Return Request Period |
Return Shipping Window |
Refund Processing Time |
|
European Union |
Within 14 days of receipt |
Up to 30 days |
Refund issued within 3–5 business days after return inspection |
|
United Kingdom |
Within 14 days of receipt |
28–30 days |
Refund issued within 3–5 business days after return inspection |
|
United States |
Within 14 days of receipt |
30–45 days |
Refund issued within 3–5 business days after return inspection |
|
Australia |
Within 14 days of receipt |
Approximately 30 days |
Refund issued within 3–5 business days after return inspection |
|
Other International |
Within 14 days of receipt |
30–45 days (estimated transit time) |
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2. Product Categories & Return Conditions
|
Category |
Acceptable Condition |
Unacceptable Condition |
Required Accessories/Documentation |
|
Woodwork (chairs, frames, décor) |
Surface intact without scratches, cracks, warping, or loose joints |
Signs of use such as scratches, chips, cracks, warping, mold, or disassembly |
Screws, caps, pads, user manual, and warranty card |
|
Textiles / Macramé / Cushions |
No tears, piling, fading, stains, or chemical odors; proper weave and no sagging |
Dirty, odd odors, tears, color bleeding, loose ends, or sagging |
Dust bag or covers, fabric tags, care card if available |
|
Hand-Painted / Artisan Finishes |
Paint and varnish intact with no peeling, smudging, or touch-ups |
Over-painting, cosmetic repairs, peeling, smudging, or patches |
Artwork card, artisan stamp or label, care instructions |
3. Mandatory Packaging Requirements for Returns (Ensure Safe Transit)
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Use original packaging when possible; otherwise, provide a new 5-ply carton.
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Wrap products with at least 3 layers of bubble wrap or foam and fill all voids to prevent movement.
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Protect carton edges with corner guards and secure with strapping.
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Mark cartons “Fragile / Handle with Care” on at least two sides.
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For wood or large frames, add edge splints and shock-absorption layers.
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For textiles or cushions, seal in PE bags with desiccants to prevent moisture damage.
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Retain your tracking number until your return is fully processed.
4. Return & Exchange Step by Step:
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Please contact our Customer Care team at order.support@luxannam.com or via our official Contact Page to initiate your return.
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Provide your order ID, product photos, and preferred shipping carrier before sending your item back to us.
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Kindly ship the item within the designated return window and retain your tracking number for reference. <***>
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Inspection & Approval: Once received, our specialists will carefully assess the product’s condition and confirm eligibility according to our return standards.
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Refund or Replacement: Upon approval, we will process your refund or arrange a replacement product to be dispatched promptly.
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Refund Timeline: Lux Annam will complete your refund within 3–5 business days and notify you by email once it has been finalized.
Please note: For the comfort and safety of all clients, returns cannot be accepted if the item shows prior use, customer-caused damage, or if packaging does not comply with our return standards.
<***> Refund Address:
🏠 (VN): BT6-7 Regal Victoria, Dien Ban Dong, Da Nang City, Vietnam
📞 (+84) 921.51.11.88
✉️ order.support@luxannam.com