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.

1. 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)	—

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)

• Use original packaging when possible; otherwise, provide a new 5-ply carton.
• Wrap products with at least 3 layers of bubble wrap or foam and fill all voids to prevent movement.
• Protect carton edges with corner guards and secure with strapping.
• Mark cartons “Fragile / Handle with Care” on at least two sides.
• For wood or large frames, add edge splints and shock-absorption layers.
• For textiles or cushions, seal in PE bags with desiccants to prevent moisture damage.
• Retain your tracking number until your return is fully processed.

4.     Return & Exchange Step by Step:

1. Please contact our Customer Care team at order.support@luxannam.com or via our official Contact Page to initiate your return.
   
2. Provide your order ID, product photos, and preferred shipping carrier before sending your item back to us.
   
3. Kindly ship the item within the designated return window and retain your tracking number for reference. <***>
   
4. Inspection & Approval: Once received, our specialists will carefully assess the product’s condition and confirm eligibility according to our return standards.
   
5. Refund or Replacement: Upon approval, we will process your refund or arrange a replacement product to be dispatched promptly.
   
6. 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) 91 85 888 11
✉️ order.support@luxannam.com