Refund Policy

When you place an order with Luxium, you automatically accept our terms, conditions, and policies without exceptions, so it is important to read and understand them.

Lifetime Guarantee 

Our Lifetime Guarantee applies to hardware and software failures in our watches. If you have any issues with your watch, please email us at hello@shopluxium.com with your order information and a detailed description of the issue.  

The guarantee period is indefinite from the date of the purchase unless otherwise stated. During this guarantee period, if your product malfunctions, you can file a claim. To be eligible for the Lifetime Guarantee:

• You must be the initial purchaser of the product from Luxium
• The product must have been properly maintained, not abused, misused, altered, modified, or repaired.
• Report the problem to Luxium within 3 days of discovering it.
• You must have all included order contents, including boxes, manuals, charging cables and bands.
• All returned products must be shipped to the address Luxium provides in the claim process.
• The purchaser voids this guarantee if he, she or others attempt to repair, service or alter the product in any way.
• This guarantee does not apply in the event of accident, abuse, improper installation, unauthorized repair, tampering, modification, fire, flood, collision or other damage from external sources, including damage which has been caused by user replaceable parts.
• Customers are only eligible for one return per purchase. This means if you have returned an item from a purchase, any subsequent returns from the same purchase will not be eligible for a return or refund.

This Lifetime Guarantee is limited to hardware and software failures, excluding battery performance, bluetooth pairing capabilities and health measuring accuracy. We understand that sometimes a product may not meet your expectations. Please note that our return policy does not support returns or refunds due to buyer’s remorse. If you do not like your Luxium product for subjective reasons (such as but not limited to style or fit), you will not be eligible for a return or refund.

Returns

All returns and refunds are handled through our claim department. To be eligible for a refund or return, you must first file and have your claim approved. Please review our Lifetime Guarantee above to ensure you qualify for a return or refund before filing a claim. Claims may be denied if it is deemed the presented information does not apply to our Lifetime Guarantee. 

Cancellations

Once an item has been fulfilled, it cannot be cancelled. Once an item leaves our shipping facility, the delivery can not be changed, such as delivery address or order item quantity. Once an order is placed, there is no guarantee a cancellation can be processed. Please ensure you have entered the correct shipping information on the order page.

Reshipments (if applicable)

Unfortunately, we cannot refund orders where tracking confirms delivery. If your order's tracking information says your order has been delivered, but you have not received your item, please email us at hello@shopluxium.com so we can file a claim with the post office as well as issue a reshipment. 

Refunds (if applicable) 

Refunds will not be issued for reasons falling outside of our Lifetime Guarantee. If your claim is approved, a prepaid return label will be sent to your email. We ask you package your return securely. Once the return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your claim. 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your card issuer, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@shopluxium.com.