Refund policy
Effective Date: March 8, 2026
At Luxe Magics (www.luxemagics.com), we want you to love what you get. But if something goes wrong, we'll make it right.
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Returns & Refunds Overview
We offer refunds or replacements for damaged or defective products. Since all our products are custom-made specifically for you, we cannot accept returns on personalized items unless there's an issue with quality or an error on our part.
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Damaged or Defective Products
If your product arrives damaged or defective, we've got you covered.
What to do:
- Take a video (10-15 seconds) showing the damage to both packaging and product
- Email it to us at support@luxemagics.com within 7 days of delivery
- Include your order number and registered email/phone number
We will respond within 2 business days and either:
Send you a replacement (free shipping), OR Issue a full refund to your original payment method
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Why We Need a Video
Shipping can be rough. The video helps us:
- File claims with our shipping partner
- Improve our packaging for future orders
- Process your claim faster (no back-and-forth asking for more photos)
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Customization Errors
If we made a mistake with your customization:
Examples:
- Wrong photo printed
- Spelling error in personalized text
- Incorrect design/layout
- Missing elements you requested
What we'll do:
- Remake your product at no cost
- Rush ship the replacement
- You keep the incorrect item (or dispose of it)
What to do:
- Email us at support@luxemagics.com with a photo
- We'll verify the error and immediately start the replacement
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Non-Refundable Items
We cannot accept returns or offer refunds for:
- Personalized/Custom products in good condition (These are made specifically for you with your photos/text once created, we cannot resell them)
- Change of mind (I don't like how it looks (after approving the preview for AR frames)
Why? Every product is custom-made. We can't reuse your personalized items.
Exception: If we made an error or sent a damaged product, we'll absolutely fix it.
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AR Frame Preview Approval
For AR Frames specifically:
- We send you a preview within 1-2 days of your order
- You must approve before we print
- Once you approve, we proceed to printing
- After approval, we cannot accept returns for "I changed my mind about the design"
Pro tip: Take your time reviewing the preview. Ask for changes if needed. We're happy to adjust!
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Refund Process
Timeline
- Prepaid orders (Credit/Debit/UPI/Net Banking):
- Refund processed within 5-7 business days
- Money credited to your original payment method
- Bank may take additional 2-3 days to reflect in your account
Cash on Delivery (COD) orders:
- We'll process as bank transfer
- We'll need your bank account details (via email)
- Transfer completed within 7-10 business days
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Replacement Process
If you choose replacement
- We start making your new product immediately (same day if before 2 PM IST)
- Processing: 2-3 business days for standard products, 1-2 days for AR frames (if already approved)
- Shipping: 5-7 business days
- Total: 7-10 business days for replacement to arrive
Free shipping on all replacements (we cover the cost)
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Lost or Stolen Packages
If tracking shows "delivered" but you didn't receive it:
1. Check with:
- Neighbours
- Building security/reception
- Family members who might have received it
- Alternate delivery locations (if you specified any)
2. Contact us within 48 hours at support@luxemagics.com or WhatsApp +91 7207219977
3. We'll investigate with the courier partner
Resolution:
- If courier confirms non-delivery: We'll send replacement or refund
- If courier has proof of delivery: We cannot process refund (but we'll share the proof with you)
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Replacement vs Refund - How We Decide
We usually suggest:
Replacement if:
- You're in a metro/major city (faster to get to you)
- Product is in stock
- You still want the item
Refund if:
- You're in a remote location (replacement would take too long)
- Product is out of stock
- You prefer money back instead
You can request either one! We'll do our best to accommodate your preference.
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Partial Refunds
In some cases, we may offer a partial refund:
- Minor damage that doesn't affect functionality (small scratch, slight discoloration)
- Shipping delays beyond promised date
- Quality issues that are minor but noticeable
We'll discuss this with you and mutually agree on a fair resolution.
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Return Shipping
You don't need to ship anything back to us in most cases.
For damaged products:
- Just send us the video
- We don't need the physical item returned
- You can keep or dispose of the damaged product
For customization errors:
- Keep the incorrect item
- We'll send the correct one
Why? Shipping costs + time make it inefficient. We'd rather send you a replacement quickly.
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Cancellations
Before Processing. Can I cancel my order?
Yes, if:
- Order hasn't been processed yet (within 2-3 hours of placing order on business days)
- AR frame preview hasn't been sent yet
Contact us immediately:
- Email: hello@luxemagics.com
- WhatsApp: +91 7207219977
Full refund if cancelled before processing
After Processing
Once we've started making your product:
- We cannot cancel
- Product is custom-made for you
- Refer to our refund policy for damaged/defective items
AR Frames - Special Case
- If preview is sent but not yet approved: Cancellation possible
- If you've approved the preview: We've already started printing, cannot cancel
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Exchange Policy
Can I exchange for a different product/size?
No, we don't offer exchanges because:
- Every product is custom-made
- We can't predict what you'd want instead
- Each item takes 2-3 days to create
Instead:
- Get a refund for the damaged/incorrect item
- Place a new order for what you want
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Quality Guarantee
Our promise to you:
- Every product is made with care by our small team
- We use quality materials (specified on each product page)
- Products are checked before shipping
- If quality doesn't meet standards, we'll fix it—no questions asked
Not covered:
- Normal wear and tear over time
- Damage caused by misuse (e.g., exposing water-sensitive products to water)
- Accidental damage after delivery
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How to Contact Us About Refunds
- Email: support@luxemagics.com (fastest for refund requests)
- WhatsApp: +91 7207219977
- Hours: Monday - Saturday, 10 AM - 6 PM IST
Please include in your message:
- Order number (starts with #LM...)
- Registered email or phone number
- Issue description
- Video/photo of the problem
- Preference: Replacement or refund
We'll respond within 24 hours (usually within a few hours during business hours)
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FAQs
Q: Can I return a personalized product if I just don't like it?
A: Unfortunately no, since it's custom-made for you. But if WE made an error or it arrived damaged, we'll absolutely fix it.
Q: What if I approved the AR frame preview but don't like how it looks in person?
A: Once you approve the preview, we start printing. We cannot accept returns for this. Please review the preview carefully before approving!
Q: How long do I have to report a damaged product?
A: 7 days from delivery. After that, we cannot process damage claims.
Q: Will I get refund on shipping charges?
A: Yes, if the product is damaged/defective. No, if you're cancelling for other reasons.
Q: Can I get store credit instead of refund?
A: Currently we only offer refunds to original payment method. But email us—we might work something out!
Q: What if only part of my order is damaged?
A: We'll replace/refund only the damaged items. The rest of your order is unaffected.
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A Note From Us
We're a tiny team. Every order matters to us. If something goes wrong, we take it personally.
We built this business on trust and making memories matter. If we mess up, we'll fix it—quickly and fairly.
Thanks for giving us a chance to make things right.
— Shiva & Sankeerthana
Luxe Magics