Refund policy

Last updated: June 2026

At LuxoStep, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

Returns

We accept returns within 30 days of receiving your order.

To be eligible for a return, the item must:

-Be unused and in its original condition

-Be returned in its original packaging

-Include all accessories, tags, and documentation provided with the product

-Not show signs of wear, damage, or alteration

To initiate a return, please contact us at contact@luxostep.com with your order number and reason for the return.

Non-Returnable Items

The following items cannot be returned:

-Items showing signs of use or wear

-Products damaged after delivery due to misuse

-Gift cards

-Clearance or final sale items (where applicable)

Return Shipping

Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Refunds

Once we receive and inspect your returned item, we will notify you regarding the status of your refund.

If approved, your refund will be processed to your original payment method within 5-10 business days. Processing times may vary depending on your bank or payment provider.

Shipping fees are non-refundable unless the return is due to our error.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery and include:

-Your order number

-A description of the issue

-Clear photos showing the problem

We will review the claim and provide a replacement, store credit, or full refund where appropriate.

Order Cancellations

Orders may be cancelled within 24 hours of purchase. Once an order has been processed or shipped, it can no longer be cancelled.

Exchanges

We currently offer exchanges for sizing issues or defective products, subject to product availability. Contact us for assistance before returning your item.

Contact Information

If you have any questions regarding returns or refunds, please contact us:

Email: contact@luxostep.com

Business Address:

2 Joinery Mews
Highgate, WA 6003
Australia