Refund policy

We accept return requests within 30 days after you receive your order, subject to the terms below.

PullMount™ 30-Day Satisfaction Guarantee

Try PullMount™ for 30 days from delivery. If you are not satisfied, contact us within that period to arrange a return for a full refund of the amount you paid for your PullMount™ purchase. We cover return shipping for returns under this guarantee.

This guarantee applies to individual PullMount™ markers and PullMount™ bundles, including purchases made at promotional or sale prices. You may open and use PullMount™ during the trial. The unused-condition requirement and sale-item exclusion below do not apply to purchases covered by this guarantee.

Returns for other products

For products other than PullMount™, items returned under our standard 30-day policy must be in the same condition you received them, unworn or unused, with tags and in their original packaging. The exceptions below apply, without limiting any rights you have under applicable law.

Please provide your order number, receipt, or other proof of purchase when requesting a return.

How to request a return

Email Client Care at myorder@luxepriveshop.com with your order number and the items you would like to return.

Once your return is approved, we will provide a return shipping label and instructions on how and where to send your package. Please contact us before sending anything back so we can arrange and identify your return. Statutory cancellation rights, including those described below for eligible EU purchases, do not require our approval.

For any return questions, contact myorder@luxepriveshop.com.

Damages and issues

Please inspect your order when it arrives. If an item is defective, damaged, or incorrect, contact us as soon as possible so we can review the issue and arrange an appropriate solution. Photos of the item and packaging can help us resolve the matter.

The return conditions and exclusions in this policy do not limit your legal rights regarding faulty, damaged, or incorrectly supplied goods.

Exceptions and non-returnable items

Under our standard voluntary return policy, we do not accept returns of perishable goods, custom or personalized products, personal care goods, hazardous materials, flammable liquids, or gases.

Gift cards and sale items are also excluded from our standard return policy, except where required by law. The sale-item exclusion does not apply to PullMount™ purchases covered by our 30-Day Satisfaction Guarantee.

If you have questions about a particular item's eligibility, contact Client Care before purchasing.

Exchanges

To exchange an eligible item, request a return first. Once the return is accepted, you may place a separate order for the replacement item, subject to availability.

European Union 14-day cancellation right

For eligible online purchases delivered to the European Union, you may notify us that you wish to cancel within 14 days after delivery, without giving a reason. You then have 14 days from that notification to send the goods back. Statutory exceptions apply.

You may inspect an item as you would in a shop. Where permitted by law, handling beyond necessary inspection may result in a deduction for loss of value. Our more generous PullMount™ trial terms continue to apply to eligible PullMount™ returns.

For an eligible statutory cancellation, we will refund the purchase price and the cost of our least expensive standard outbound delivery option within 14 days after being notified. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first. Additional charges for a premium delivery option are not included unless required by law.

Refunds

We will notify you after receiving and inspecting your return and confirm the refund outcome.

For approved returns under our voluntary 30-day policy, refunds will be issued to your original payment method within 10 business days after approval, unless applicable law requires an earlier refund. The EU cancellation deadlines above take precedence where applicable.

Your bank or card provider may require additional time to post the refund. If more than 15 business days have passed since approval and you have not received it, contact myorder@luxepriveshop.com.

Nothing in this policy limits your rights under applicable consumer protection law.