Returns, Refunds, and Disputes Policy

Requesting help

Customers can open a return, refund, replacement, or dispute request from the relevant order where the feature is available. Include accurate details and supporting evidence such as photographs when appropriate.

A request should be opened as soon as possible after delivery. The exact return window shown on the order or product applies, subject to mandatory consumer rights and product-category restrictions.

General eligibility

Eligibility depends on the product, condition, reason, timing, applicable law, and vendor policy.

• Incorrect, damaged, defective, materially misdescribed, or incomplete products may qualify for review.
• Products should normally be returned with included accessories and packaging where reasonably possible.
• Perishable, personalised, hygiene-sensitive, digital, or used goods may have restrictions unless defective or required otherwise by law.
• Luxpaze may request evidence and may coordinate review between the customer and vendor.

Refund timing

Approved refunds are returned through an available approved method. Processing time depends on the payment provider and financial institution. Paystack refunds commonly require several working days after initiation, and the customer will be told the expected timing when the refund is approved.

Refunds may exclude delivery fees, service fees, or vendor/payout deductions where those amounts were already earned, spent, non-refundable under the applicable carrier or provider terms, or excluded by law. Luxpaze may still refund them where required by law, a dispute decision, or a customer-care decision.

Failed payments, cancellations, and chargebacks

If payment is debited but the order is not confirmed, Luxpaze will investigate with the payment provider and either confirm the order, reverse the failed transaction, or guide the customer through the provider's refund process.

If a customer cancels before vendor fulfilment or delivery pickup, eligible refunds are processed according to the order status and payment-provider rules. Chargebacks, reversals, or provider disputes may be deducted from the relevant order settlement where permitted.