Refund policy

Last updated: July 2026

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

30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be unused and unworn.
  • Be in its original condition.
  • Be returned in its original packaging.
  • Include all tags, accessories, and original contents.

To start a return, please contact us at contact@luxostep.com. Please include your order number and the reason for your return.

Returns sent without prior authorization may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item arrived damaged.
  • The wrong item was received.
  • The product has a manufacturing defect.

For your protection, we recommend using a tracked shipping service, as we cannot guarantee receipt of returned packages.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional time to process the refund.

Original shipping charges are non-refundable unless the return is due to our error.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item is damaged, defective, or incorrect, contact us within 7 days of receiving your order and provide:

  • Your order number.
  • A description of the issue.
  • Clear photos showing the product and packaging.

We will review your claim and arrange a replacement or refund where appropriate.

Order Cancellations

Orders may be cancelled within 24 hours of purchase.

Once an order has entered processing or has been shipped, it can no longer be cancelled.

Exchanges

If you need a different size or wish to exchange an item, please contact us before returning your order.

Exchanges are subject to product availability.

Non-Returnable Items

We cannot accept returns for:

  • Items that have been worn or used.
  • Products damaged through misuse.
  • Gift cards.
  • Final sale or clearance items.
  • Products returned without their original packaging.

Customs & Import Fees

For international orders, any customs duties, taxes, or import charges imposed by the destination country are the responsibility of the customer.

These charges are non-refundable.

Contact Us

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

LuxoStep

📧 Email: contact@luxostep.com

📍 Business Address:

RODE CAPITAL LTD
124–128 City Road
London, EC1V 2NX
United Kingdom