Items can be returned within 30 days of purchase. If you would like to return an item, please email us to initiate the process.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment.
In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in "Like New" condition and must contain all original packaging and accessories.
"Like New" means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use will not be accepted and no refund will be given.
If you decide you want to return your order, please email us at support@theluxgames.com with your order number and we will assist you. We want to make this as simple of a process as possible for you.
Bespoke items
Please note that bespoke items are specially customized or made-to-order according to your specific requirements and preferences. Due to their personalized nature, bespoke items cannot be returned or exchanged unless they are found to be defective or damaged upon receipt. We kindly ask our customers to carefully consider their selections before finalizing their orders, as each bespoke item is crafted uniquely for you.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to support@theluxgames.com the day of delivery.
Lux Games will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.