At Luxe Haven, we want to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return and refund policy to make the process as smooth as possible.
Firstly, please note that we accept returns within 30 days of the date of purchase. To be eligible for a return, the item must be unused, undamaged, and in its original packaging. Additionally, proof of purchase is required for all returns.
If you decide to return an item, you can choose between two options: a refund or store credit. If you opt for a refund, the original method of payment will be credited for the full amount of the item. Please note that any shipping charges incurred during the initial purchase are non-refundable.
On the other hand, if you prefer store credit, we will issue you a gift card for the full value of the returned item. This gift card can be used towards future purchases at our store, giving you the flexibility to find another item that better suits your needs.
Returning an item is a straightforward process. Simply contact our customer service team or visit Start a Return , and they will guide you through the necessary steps. We recommend using a trackable shipping service to ensure that the item reaches us safely.
Once we receive the returned item, our team will inspect it to ensure that it meets our return criteria. If everything checks out, we will process your refund or issue the store credit within 5 business days.
It’s important to note that certain items are non-returnable. These include personalized or custom-made products, as well as items that are classified as final sale or clearance items. Additionally, any item that has been used, damaged, or altered by the customer will not be eligible for a return or refund.
If you receive a damaged or defective item, please reach out to our customer service team immediately. We will work with you to resolve the issue and provide a replacement or refund, depending on the circumstances.
We value your satisfaction and want to ensure that you have a positive experience with us. If you have any questions or concerns regarding our return and refund policy, please don’t hesitate to contact us. Our dedicated customer service team is ready to assist you and address any issues you may have.
1. Returns
If you are not completely satisfied with your purchase, you may return it within 30 days of the delivery date. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.
To initiate a return, please follow these steps:
- Contact our customer service team at support@luxehavengh.com / 0534388080 to inform them about your intention to return the item. Our friendly and knowledgeable team will be happy to assist you and guide you through the return process.
- Our customer service team will provide you with a Return Authorization Number (RAN) and further instructions on how to proceed. This unique number will help us track your return and ensure a smooth process.
- Package the item securely, including all original packaging materials, and clearly mark the RAN on the outside of the package. This will help us identify your return quickly and efficiently once it reaches our facility.
- Ship the item back to us using a trackable shipping method. You will be responsible for the return shipping costs, but we recommend using a reliable courier service that provides tracking information. This way, you can monitor the progress of your return and ensure its safe arrival.
Once we receive the returned item and verify its condition, we will process your refund. Our dedicated team will carefully inspect the item to ensure it meets the return criteria stated above. If everything checks out, we will initiate the refund process. Please note that it may take up to 7 business days for the refund to appear in your original payment method. We appreciate your patience during this time.
At Luxe Haven Ghana, we strive to provide excellent customer service, and we want you to be completely satisfied with your purchase. If you have any questions or concerns about the return process, please don’t hesitate to reach out to our customer service team. We are here to assist you every step of the way and ensure a seamless return experience.
2. Exchanges
If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above and indicate your preference for an exchange when contacting our customer service team. We understand that sometimes finding the perfect fit or the right shade can be a challenge, and we want to make sure you are completely satisfied with your purchase.
When you reach out to our customer service team, kindly provide them with the details of the item you wish to exchange, including the product name, size, and color. This will help us locate the exact item you are looking for and expedite the exchange process. Our dedicated team will promptly respond to your inquiry and provide you with further instructions on how to proceed.
Please note that exchanges are subject to availability. While we strive to keep our inventory well-stocked, there may be instances where the requested item is not currently in stock. In such cases, our customer service team will inform you of the unavailability and offer alternative options, such as a refund for the returned item or a pre-order for the desired item.
Upon verification, we will process the exchange and ship the new item to you as soon as possible. You will receive a confirmation email with the tracking information once your exchange has been processed. We understand that time is of the essence, especially when it comes to finding the perfect outfit for a special occasion or event, and we will make every effort to expedite the exchange process.
If you have any questions or concerns regarding the exchange process, our customer service team is here to assist you. We pride ourselves on providing exceptional service and ensuring that our customers are completely satisfied with their shopping experience. Your satisfaction is our top priority, and we will go above and beyond to make sure you find the perfect item that meets your needs and preferences.
3. Damaged or Defective Items
We take great care in packaging and shipping our products to ensure they arrive in perfect condition. However, if you receive a damaged or defective item, please contact our customer service team within 48 hours of receiving the item.
When contacting our customer service team, please provide the following information:
- Your order number
- A description of the damage or defect
- Clear photos of the damaged or defective area
Our customer service team will assess the situation and provide you with further instructions. Depending on the circumstances, we may offer a replacement, repair, or refund for the damaged or defective item.
At Luxe Haven, we understand that receiving a damaged or defective item can be frustrating. That’s why we have a dedicated customer service team ready to assist you in resolving any issues you may encounter. When you contact our team, it is essential to provide all the necessary information to ensure a smooth and efficient process. Firstly, please have your order number ready. This will help us locate your purchase quickly and access all the relevant details related to your order. Additionally, providing a detailed description of the damage or defect will assist our team in understanding the issue more accurately. To further support your claim, we kindly request that you provide clear photos of the damaged or defective area. This visual evidence will enable our team to assess the situation more effectively and determine the best course of action. Please ensure that the photos are well-lit and capture the issue clearly. Once we have received all the required information, our customer service team will thoroughly review your case. We understand the importance of resolving the matter promptly, and we will provide you with further instructions as soon as possible. Rest assured that we will work diligently to find the most suitable solution for your situation. Depending on the circumstances, we may offer a replacement for the damaged or defective item. This option ensures that you receive a brand-new product in perfect condition. Alternatively, we may arrange for a repair service if it is feasible and cost-effective. In some cases, a refund may be the most appropriate resolution, and we will guide you through the necessary steps to initiate the refund process. We value your satisfaction and strive to make your shopping experience with us as seamless as possible. If you encounter any issues with your order, please don’t hesitate to reach out to our customer service team. We are here to assist you and ensure that you are completely satisfied with your purchase from Luxe Haven.
4. Non-Returnable Items
There are certain items that are non-returnable:
- Gift cards
- Custom-made or personalized items
- Final sale or clearance items
Please note that these items are exempt from our return policy and cannot be returned or refunded unless they are damaged or defective.
At Luxe Haven , we strive to provide a hassle-free shopping experience for our customers. However, there are certain items that are non-returnable due to various reasons. One such category is gift cards. These are considered as non-returnable items as they hold a cash value and can be easily redeemed by the recipient. Therefore, once purchased, gift cards cannot be returned or refunded.
Another category of non-returnable items includes custom-made or personalized items. These products are specially crafted or customized according to the customer’s specifications, making them unique and exclusive. Due to their personalized nature, these items cannot be resold to other customers, and as a result, we do not accept returns or refunds for them.
Additionally, final sale or clearance items are also non-returnable. These items are typically offered at a significantly reduced price, often to clear out excess inventory or discontinued products. As these items are heavily discounted, they are sold on a “final sale” basis, meaning they cannot be returned or refunded. This policy helps us to maintain the affordability of these items and ensure a fair shopping experience for all customers.
However, it is important to note that these non-returnable items may still be eligible for return or refund if they are damaged or defective. In such cases, we will gladly assist you in resolving the issue and provide a suitable solution, such as a replacement or refund.
We understand that returns and refunds are an essential part of the customer experience, and we strive to make the process as smooth as possible. Therefore, we encourage our customers to carefully review the product details, including the return policy, before making a purchase. This will help you make an informed decision and avoid any inconvenience or disappointment later on.
If you have any questions or concerns regarding our return policy or the eligibility of a specific item for return or refund, please do not hesitate to contact our customer support team. Our dedicated representatives will be more than happy to assist you and provide the necessary guidance to ensure your satisfaction.
5. Shipping Costs
Unless the item is damaged, defective, or you received the wrong item, you will be responsible for the return shipping costs. We understand that returning an item can be an inconvenience, and we strive to make the process as seamless as possible for our customers. However, it is important to note that shipping costs are an integral part of the overall logistics of any online business, and as such, we are unable to cover these expenses in cases where the return is not due to our error.
When it comes to returning an item, we highly recommend using a trackable shipping method. This allows you to have peace of mind knowing that your package is being monitored throughout its journey back to our warehouse. Additionally, purchasing shipping insurance is also advisable as it provides an added layer of protection against any loss or damage that may occur during transit.
It is worth noting that while we do not cover the return shipping costs, we are constantly working to negotiate competitive rates with our shipping partners. This means that you can benefit from discounted shipping rates when returning an item, making the process more affordable for you.
Once we receive the returned item, our team will inspect it to ensure that it is in the same condition as when it was shipped. If the item is found to be damaged, defective, or if you received the wrong item, we will gladly cover the return shipping costs and provide you with a replacement or a refund, depending on your preference.
At Luxe Haven, we value our customers and strive to provide exceptional service. While we understand that return shipping costs can be an inconvenience, we hope that our efforts to streamline the process and negotiate competitive rates will help alleviate some of the burden associated with returning an item.
6. Cancellation Policy
If you wish to cancel your order, please contact our customer service team as soon as possible. We understand that sometimes circumstances change, and you may need to cancel your order for various reasons. Our dedicated customer service team is here to assist you and will do their best to accommodate your request.
However, it is important to note that once an order has been shipped, it cannot be canceled. This is because once the package has left our warehouse, it is in the hands of the shipping carrier and we no longer have control over its delivery. In such cases, we recommend following the return process outlined above.
Our return process is designed to be simple and convenient for our customers. If you receive an order that you no longer want or need, you can initiate a return by contacting our customer service team. They will guide you through the necessary steps to return the item and receive a refund or exchange.
It is important to keep in mind that any shipping fees associated with your order are non-refundable. This is because the shipping carrier charges us for the transportation of the package, and we are unable to recover these costs once the package has been shipped.
We strive to provide the best possible service to our customers, and we appreciate your understanding regarding our cancellation policy. If you have any further questions or concerns, please do not hesitate to reach out to our customer service team. They are available to assist you and ensure that your shopping experience with us is a positive one.
7. Contact Us
If you have any questions or concerns regarding our Return and Refund Policy, please do not hesitate to reach out to our dedicated customer service team. We understand that sometimes issues may arise, and we are here to assist you in any way we can.
Our knowledgeable and friendly customer service representatives are available to answer your queries and provide guidance. Whether you need clarification on our return process, assistance with a refund, or simply want to provide feedback on your shopping experience, we value your input and are committed to resolving any issues promptly.
To get in touch with us, you can reach our customer service team through various channels. For immediate assistance, you can call our toll-free number at +233 53 438 8080. Our phone lines are open from Monday to Friday, 9 am to 6 pm EST. If you prefer to communicate via email, you can send your inquiries to support@luxehavengh.com. We strive to respond to all emails within 24 hours.
In addition to our phone and email support, we also offer a live chat feature on our website. Simply visit our website and click on the “Chat Now” button located at the bottom right corner of the screen. Our live chat representatives are available during business hours and can provide real-time assistance.
Furthermore, we understand that some issues may require a more personalized approach. If you feel that your concern needs further attention, you can request a callback from our customer service team. Simply provide your name, contact number, and a brief description of your issue through our callback request form on the website, and one of our representatives will reach out to you at your preferred time.
We value your satisfaction and appreciate your feedback. If you have any suggestions or comments about our products or services, we encourage you to share them with us. Your feedback helps us improve and ensures that we continue to provide you with the best possible shopping experience.
Thank you for choosing us as your trusted shopping destination. We look forward to serving you and resolving any concerns you may have.
