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Returns & Exchanges

LuxeLiv Exchange, Return & Refund Policy

At LuxeLiv, every piece is made to be loved, worn and lived in. We want you to feel completely happy with your purchase. If something isn’t right, this policy explains what we can do, how the process works, and what to expect at each step. Please read it carefully before placing your order.

1. At a Glance

  • Return or exchange requests must be raised within 7 days of delivery.
  • Items must be unused, unwashed, with tags and original packaging intact.
  • Refunds are issued as store credit only.
  • Only one exchange is allowed per order.
  • Reverse shipping is paid by the customer; we cover shipping of the exchanged item to you.
  • Intimate wear, customised pieces and international orders cannot be returned or exchanged.

2. Eligibility for Returns & Exchanges
To be eligible, you must inform us within 7 days of the date of delivery. Requests raised after this window cannot be accepted.

The item must be returned in its original condition, which means it must be:

  • Unused, unworn and unwashed
  • Free of stains, perfume, makeup, deodorant marks, pet hair or odours
  • Unaltered, with all original tags attached
  • Returned in its original LuxeLiv packaging, including any pouches, boxes or accessories (such as belts or sashes) that came with it

Items that do not meet these conditions will fail our quality check and will be sent back to you at your cost.

The following items are not eligible for return or exchange:

  • Romantic and intimate wear (see Section 3)
  • Customised or made-to-order pieces (see Section 9)
  • International orders (see Section 11)
  • Items damaged through misuse, improper washing or normal wear

3. Intimate Wear: Hygiene Policy
For hygiene and safety reasons, our romantic and intimate wear, including lingerie, babydolls, slips, bralettes and similar pieces, cannot be returned or exchanged. All sales on these items are final.

This protects every customer: it ensures that each intimate piece you receive is brand new and has never been worn or tried on by anyone else.

If you’re unsure about sizing or fit, please reach out to us before placing your order. We’re always happy to help you choose the right size.

4. How to Request a Return or Exchange

  1. Email us at info@luxeliv.com within 7 days of delivery with:
    • Your order ID
    • The item(s) you wish to return or exchange
    • The reason for your request
    • Clear photos of the item, its tags and packaging
    • For exchanges: the style, size or colour you’d like instead
  2. Wait for approval. Our team will review your request and reply by email. Please do not ship anything back before your request is approved. Parcels sent without approval may not be accepted.
  3. Ship the item. Once approved, we’ll share our return address. Pack the item securely in its original packaging and courier it to us. We recommend a trackable courier service and keeping the tracking number until the process is complete.
  4. Quality check. Once we receive your parcel, we’ll inspect the item and update you on the outcome within 48 hours.

5. Refunds (Store Credit Only)
We offer refunds in the form of store credit only. We do not offer refunds to your original payment method or in cash.

  • Store credit is issued once your returned item passes our quality check.
  • The credit equals the price you paid for the returned item. Original shipping charges and reverse shipping costs are not included.
  • Store credit can be used on any future purchase on luxeliv.com.

6. Exchanges
You may exchange an eligible item for a different style, size or colour, subject to availability.

  • One exchange per order. Once an item has been exchanged, the new item cannot be exchanged again. Please choose carefully, and reach out to our team if you need help with sizing.
  • Price differences. If the item you choose costs more, you’ll be asked to pay the difference before we dispatch it. If it costs less, the difference will be issued as store credit.
  • Out of stock. If your preferred replacement isn’t available, you may choose another item or receive store credit instead.
  • Timeline. Exchange timelines depend on stock availability. We’ll dispatch your new item as quickly as we can after your return passes our quality check, but immediate shipping may not always be possible. We’ll keep you updated by email.

7. Shipping Costs

  • Reverse shipping (sending the item back to us) is paid by the customer.
  • Forward shipping of the exchanged item to you is covered by LuxeLiv.
  • LuxeLiv is not responsible for returned parcels lost or damaged in transit, so please use a reliable, trackable courier.

8. Damaged, Defective or Incorrect Items
We check every order carefully before it leaves us. If you receive an item that is damaged, defective or not what you ordered, please email us at info@luxeliv.com within 48 hours of delivery with your order ID and clear photos or an unboxing video. We’ll review it and get back to you with a resolution as quickly as possible.

9. Customised Orders
Customised and made-to-order pieces are created specially for you and cannot be returned, exchanged or cancelled once production has begun. Please review your customisation details carefully before confirming your order.

10. Order Cancellations

  • Prepaid orders cannot be cancelled once placed.
  • For any other cancellation request, please contact us immediately by email at info@luxeliv.com or via Instagram DM. We’ll do our best to help, but orders that have already been dispatched cannot be cancelled.

11. International Orders
We do not offer returns or exchanges on international orders because of high international shipping costs, customs duties and cross-border banking fees. If you’re ordering from outside India and have questions about sizing or fit, please contact us before you order.

12. Our Rights
LuxeLiv reserves the right to approve or reject any return or exchange request that does not meet the conditions in this policy. All decisions made after our quality check are final.

We may update this policy from time to time. The version published on our website at the time of your purchase will apply to your order.

13. Contact Us
Have a question about sizing, an order or this policy? We’re here to help.

Thank you for shopping with LuxeLiv.