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Return and Refund Policy

Return and Refund Policy
At LuxorFireplaces.com, your satisfaction is our top priority. We offer a 30-day return policy with no restocking fees to ensure a hassle-free shopping experience.

1. Overview
This Return and Refund Policy is part of our Terms and Conditions and should be read alongside our Privacy Policy and Shipping Policy. By making a purchase on LuxorFireplaces.com, you agree to the terms outlined in this policy.

2. Return Eligibility
2.1 30-Day Return Window
You can return most items purchased from Luxor Fireplaces within 30 days of delivery for a full refund. The 30-day period begins on the day your item is delivered, as confirmed by our shipping carrier.

2.2 Condition of Returns
To be eligible for a return, the item must be:

• In the same condition as received
• Unused and in its original packaging
• Free from damage or excessive wear
• Accompanied by all accessories, parts, and documentation

2.3 Non-Returnable Items
Certain items cannot be returned due to health and safety reasons:

• Personal care items (e.g., cleaning solutions for fireplaces)
• Custom or made-to-order items

For a complete list of non-returnable items, visit our Refund FAQ.

3. Return Process
3.1 Initiating a Return
To start a return:

• Log into your Luxor Fireplaces account
• Go to your order history and select the item you wish to return
• Follow the prompts to generate a return label

If you encounter any issues, please visit our Contact Us page for assistance.

3.2 Packaging Your Return

• Use the original packaging if possible.
• If unavailable, use a sturdy box with adequate protection.
• Include all original accessories and documentation.
• Attach the provided return label securely to the package.

3.3 Shipping Your Return

• Drop off your return at any authorized shipping carrier location.
• For large or heavy items, we’ll arrange for pickup at no extra cost to you.

Refer to our Shipping Policy for more details on the return shipping process.

3.4 Return Shipping Costs
We cover all return shipping costs for eligible items. If the return is due to our error (e.g., wrong item sent), return shipping is fully covered.

4. Refunds
4.1 Refund Process
After receiving and inspecting your return, we’ll process your refund and notify you via email. Refunds are issued to the original payment method used during checkout.

4.2 Refund Timeframe
Refunds are typically processed within 3-5 business days of receiving your return. Depending on your payment method, it may take an additional 5-10 business days for the refund to appear in your account.

4.3 Full Refunds
Full refunds are offered on eligible returns within the 30-day window. This includes the full purchase price and any applicable taxes.

4.4 Partial Refunds
Partial refunds may be issued if:

• The item shows signs of wear or damage
• Accessories or parts are missing

For more information, please visit our FAQ.

5. Exchanges
If you wish to exchange an item for a different size or product:

• Follow the return process outlined above.
• Place a new order for the replacement item through our online store for faster processing.

6. Damaged or Defective Items
6.1 Items Damaged in Transit
If your item arrives damaged, please contact us within 48 hours via our Contact Us page. We will arrange for a return and send a replacement at no cost.

6.2 Defective Items
If an item is defective, contact us within the 30-day return window. We will provide a prepaid return label and send a replacement or process a full refund.

7. Late or Missing Refunds
If you have not received your refund after the specified timeframe:

• Check your bank or credit card statement.
• Contact your bank or credit card company as processing times may vary.
• If you have done all the above and still haven’t received your refund, please reach out via our Contact Us page.

8. Gifts
If an item was marked as a gift during purchase, you will receive a gift credit for the value of the returned item. The gift giver will not be notified.

9. Exceptions and Special Circumstances
9.1 Bulk Orders
For orders of 5 or more of the same item, please contact our Customer Service team for specific return instructions.

9.2 Customized Items
Customized or personalized items are not eligible for return unless defective. Please reach out to our team via our Contact Us page for further assistance.

9.3 Promotional Items
Items purchased as part of a promotion or bundle may be subject to different return conditions. Refer to the promotion’s terms or our Contact Us page for more details.

10. Customer Rights
This Return and Refund Policy does not affect your statutory rights as a consumer.

11. Customer Service Contact
For questions about returns or refunds, please contact our customer service team:

• Business Name: Luxor Fireplaces
• Email: support@luxorfireplaces.com
• Phone: +1 (505) 387-3938
• Hours: Monday to Friday, 9 AM to 5 PM
• Address: 1220 Garcia St NE, Albuquerque, NM 87112, USA

12. Policy Updates
We reserve the right to modify this policy at any time. Any changes will be posted on this page with the date of revision. Changes will not apply to returns that are already in progress.

Last Updated: 10-28-2024

By using our website and making purchases, you agree to this Return and Refund Policy. For more information about how we handle your data, please refer to our Privacy Policy and Terms and Conditions.

Thank you for choosing LuxorFireplaces.com. We appreciate your business and are committed to providing excellent customer service.