Returns & Refunds
Clear answers to help you understand our policy.
What is your return period?
We accept returns within 7 days of delivery for items that are defective, damaged, or not as described.
What condition must the item be in?
Returned products should be in good condition, preferably unused, in their original packaging, and with all accessories included, but lightly used items are also accepted
Are there items that cannot be returned?
We accept returns for most products, but items with severe physical damage caused after delivery, missing major accessories, or signs of misuse cannot be returned.
Who pays for return shipping?
If the return is due to our error (wrong item, defective, or damaged), LuxeStore covers the return shipping cost. For other reasons, the customer is responsible for shipping fees.
How will I get my refund?
Refunds are processed via Mobile Money, bank transfer, or store credit within 3–7 business days after inspection.
Can I exchange instead of refund?
Yes, you can request an exchange for the same product or a different one of equal value, subject to availability.
How do I start a return?
Contact our support team via WhatsApp at +255 766 187 639 or +255 740 058 208 to request a return authorization and instructions.