Thank you for shopping at Luxvell (https://luxvell.com/). We take great pride in the premium quality, design, and fit of our intimate apparel, lingerie, and nightwear.

If you are not entirely satisfied with your purchase, we are here to help. Please review our policy below regarding returns, exchanges, and refunds.

1. Return & Exchange Window

  • You have 30 days from the date you received your package to request a return or an exchange.
  • Any request made after 30 days from delivery will unfortunately not be eligible for a refund or exchange.

2. Eligibility Requirements (Hygiene Policy)

Due to the intimate nature of our products, we enforce strict health and hygiene standards. To be eligible for a return or exchange, your items must meet the following criteria:

  • Items must be unworn, unwashed, and undamaged with all original clothing tags and labels still attached.
  • Items must be returned in their original packaging.
  • Panties, bodysuits, and adhesive solutions: For hygiene reasons, these items can only be returned if the protective hygienic liner remains completely intact and untampered with. Items returned with missing or damaged liners will be rejected and sent back to the customer.

3. Non-Returnable Items

The following items cannot be returned or refunded:

  • Gift cards.
  • Items purchased during explicit “Final Sale” or clearance events.
  • Items that show visible signs of wear, perfume, makeup stains, or washing.

4. How to Initiate a Return

  1. Contact Us: Email our customer support team at care@luxvell.com with your order number and the reason for your return.
  2. Review: Our team will review your request within 24–48 hours and send you a Return Authorization number along with the correct regional return shipping address (for Europe or Saudi Arabia).
  3. Pack & Ship: Securely pack the items in their original packaging. Customers are responsible for paying their own return shipping costs, unless the item received was defective or incorrect. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Refunds Processing

  • Once your return is received and thoroughly inspected by our quality assurance team, we will send you an email to notify you that we have received your item and whether your refund has been approved or rejected.
  • If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment (credit card, PayPal, or regional payment gateway).
  • Please note that it can take 5 to 10 business days for the refund to officially reflect on your bank or credit card statement, depending on your financial institution.

6. Damaged or Defective Items

We hold our craftsmanship to the highest standards. If you receive an item that is defective or damaged upon arrival, please contact us immediately at care@luxvell.com within 7 days of delivery with photos of the defect. We will arrange a prepaid replacement or a full refund at no additional cost to you.

7. Contact Us

For any questions regarding your order, sizing help, or our return process, please reach out to us: