Refund policy

Last Updated: October 2026

At LuxeHaven, we want you to be satisfied with your purchase. This Return & Refund Policy explains return eligibility, refund procedures, applicable fees, and how we handle damaged, defective, or incorrect items.

1. Return Eligibility

Return and refund requests must be submitted within 7 days of delivery.

Customer-requested returns require prior approval from LuxeHaven. Customers must receive return authorization and instructions before sending an item back.

Items purchased at promotional or discounted prices are not eligible for return or refund because of a change of mind, size, fit, color preference, or similar reasons.

Promotional or discounted items may still qualify for review if they arrive damaged, defective, or incorrect.

2. Damaged, Defective, or Incorrect Items

Customers must contact LuxeHaven within 7 days of delivery if an item arrives damaged, defective, or incorrect.

Please provide your Order ID, SKU where available, a description of the issue, and clear photographs or video when reasonably necessary to help us assess the claim.

If the claim is approved, LuxeHaven will issue a refund. Exchanges and replacements are not offered under this policy.

3. Return Conditions

For an approved customer-requested return, the item must:

• Be unworn and unused.
• Be in its original condition.
• Have all original tags and SKU labels, where applicable.
• Include its original packaging, where applicable.

Customers are responsible for return shipping costs associated with approved customer-requested returns.

A 10% restocking fee will be deducted from the refund for an approved customer-requested return. This fee does not apply to approved claims involving damaged, defective, or incorrect items.

4. U.S. Return Location and Authorization

Returns of physical products must be sent to the authorized return location in the United States provided by LuxeHaven in the return authorization instructions.

Customers must obtain return authorization and follow the return instructions before sending an item back. Unauthorized return shipments will be refused.

5. Returned-to-Sender (RTS) Shipments

If a shipment is returned to the sender because the customer provided an incorrect or incomplete delivery address, the customer is not eligible for a refund or replacement.

If the customer requests reshipment of the returned item, the customer must pay all applicable reshipment charges and additional related charges before the item is shipped again.

6. Non-Returnable Items

The following items are not eligible for return or refund because of a change of mind, size, fit, preference, or similar reasons:

• Swimwear.
• Bodysuits.
• Intimates and lingerie.
• Jewelry.
• Beauty products, including cosmetics and personal care products.
• Digital products once downloaded.
• Final sale items or items purchased at promotional or discounted prices

Claims involving damaged, defective, or incorrect items will be reviewed separately under this policy.

7. PesaPal Payment Processing Fee

PesaPal accepts payments through Visa, Mastercard, American Express, MTN MoMo, M-Pesa, and Airtel Money.

A PesaPal payment processing fee of 2% of the applicable transaction amount will be charged in connection with the original payment.

For an approved customer-requested return, the applicable 2% payment processing fee will be deducted from the refund.

No payment processing fee will be deducted from an approved refund for a damaged, defective, or incorrect item under this policy.

8. Manual Bank Transfer Refunds

Refunds for payments made by manual bank transfer are subject to applicable bank transfer processing fees. These fees may vary depending on the transfer amount and the applicable bank charges. Customers will be responsible for these fees when applicable.

No transfer processing fees will be deducted from an approved refund for a damaged, defective, or incorrect item under this policy.

9. Refund Processing

For an approved customer-requested return, the refund will be processed within 10 business days after the returned item has been received and inspected.

Approved refunds for damaged, defective, or incorrect items will normally be processed within 10 business days after the claim has been reviewed and approved.

Refunds will be issued through the original payment method. The time required for the funds to appear in the customer's account depends on the payment provider and financial institution.

9. Exchanges and Replacements

LuxeHaven does not offer exchanges or replacements. Customers who want a different item, size, color, or style may place a new order.

Approved claims involving damaged, defective, or incorrect items will be resolved by refund under this policy.

10. Chargebacks and Payment Disputes

If you have a concern about an order or refund, please contact LuxeHaven so that we can review the matter.

Payment disputes may be reviewed using order records, payment confirmations, return authorization details, customer communications, and other relevant documentation.

11. Contact Us

For return or refund questions, please contact LuxeHaven using either of the following email addresses:

Business Email: info@luxehavenworld.com
Alternative Email: m.eldoma1956@gmail.com

Please include your Order ID, SKU where available, and a description of your request so that we can review it efficiently.