Refund Policy

We do not offer refunds, however to be eligible for a refund, your item must still be in process and your order has not been sent out. Also you will need to provide a receipt or proof of purchase.

TheLuxWaves Refund & Return Policy

At Lux Waves, we take pride in delivering thoughtfully designed, high-quality products. Due to the custom-made and personalised nature of many of our items, all sales are considered final. We kindly ask that you review our return and refund policy in full before completing your purchase.

1. No Returns & No Refunds

All LuxWaces products are made-to-order and personalised for each customer. Therefore, we do not accept returns, exchanges, or refunds except in cases where the item arrives damaged or defective.

Please note that we cannot offer refunds or exchanges due to:

• Customer errors (e.g. misspellings, incorrect selections)
• A change of mind after the order is placed

2. Damaged or Defective Items

We stand behind the craftsmanship of our products. If your item arrives damaged or faulty, you may request a replacement under the following conditions:

• Contact us within 3 days of receiving your order aakenaastore@gmail.com
• Provide clear photo or video evidence of the issue

If approved, a replacement of the same product will be issued. Refunds are not provided for defective items—only replacements.

Please note: We do not replace items damaged due to misuse or improper handling by the customer.

3. Order Cancellations

Orders may be canceled within 12 hours of purchase. After this window, production begins and changes or cancellations are no longer possible.

If your cancellation request is accepted within the 12-hour window, a 30% cancellation fee will be deducted to cover processing and administrative costs.

4. Shipping Issues & Lost Packages

Once your order is shipped, we are not liable for:

• Delays caused by the shipping carrier
• Lost, stolen, or misdelivered packages

If tracking shows your package as "Delivered" but you have not received it, please contact the shipping carrier directly to file a claim.

If the package is lost in transit and not marked as delivered, we will assist in resolving the issue. Replacements will be issued at our discretion.

5. Incorrect Shipping Address

Customers are responsible for entering the correct shipping address at checkout. We are not responsible for orders delivered to incorrectly provided addresses.

If you realise an address error, please email us within 12 hours of placing your order.

6. Refund Processing

When a refund is granted:

• Refunds will be issued only to the original payment method
• It may take 5–10 business days for the refund to appear, depending on your bank or payment provider

7. Contact Us

Have questions? We’re here to help.

📧 Email: akenaastore@gmail.com

By placing an order with TheLuxWaves, you acknowledge and agree to the terms outlined in this policy.