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Refund policy

LUXUL COLLECTIVE TERMS OF PURCHASE / REFUND POLICY

Last updated: March 30, 2026

Overview

At LUXUL COLLECTIVE, we want every purchase to feel thoughtful, transparent, and beautifully considered. Because our offerings are artisan-made and often one of a kind, each piece is part of a living creative process, and subtle variation is part of its character.

This Terms of Purchase / Refund Policy explains the terms that apply when you place an order through luxulcollective.com. Please read it carefully before completing your purchase.

TWO VERTICALS

LUXUL COLLECTIVE operates two distinct verticals:

  • E-commerce purchases (governed by this policy)
  • Charity auctions (governed by separate Charity Auction Disclosure)

 

E-COMMERCE ONLY PURCHASES

Purchases and Order Confirmation

When you place an order, you agree that the information you provide is accurate and complete, and that you are authorized to use the payment method submitted. Once your order is placed, you will receive an order confirmation by email.

We reserve the right to refuse or cancel an order if we believe there is an issue with payment, fraud, availability, pricing error, or suspected misuse of our website or services.

Pricing and Availability

Prices, product availability, and descriptions are subject to change without notice. While we aim to keep all information current, occasional errors may occur. If we discover a pricing or listing error after an order is placed, we may contact you before fulfillment to confirm how you would like to proceed.

Product Descriptions and Artisan Variation

Our products may be handmade, handcrafted, naturally dyed, or otherwise created through artisan processes. As a result, small variations in color, texture, finish, shape, or pattern may occur from piece to piece.

These natural distinctions are part of the beauty of artisan work and should not be considered defects when they are consistent with the product listing or product page on our site. In the event of a question, the product listing or product page on our site is the authoritative source for the item’s description, characteristics, and expected variation.

Returns and Refunds

We accept return requests for eligible non-final-sale items within 14 days of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition in which it was received.
  • The item must be returned with original packaging, tags, and any included accessories or materials, if applicable.
  • The return request must be submitted within 14 days of delivery.
  • The item must not be marked final sale, non-returnable, customized, or otherwise excluded at the time of purchase.

To request a return, please contact us at hello@luxulcollective.com with your order number and the reason for your request.

If your return is approved, we will provide return instructions. Unless otherwise stated, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable unless the return is due to our error or a defective item.

Refunds, if approved, will be issued to the original payment method within a reasonable period after the returned item has been received and inspected.

Final Sale Items

Some items may be designated as final sale. Final sale items are not eligible for return, refund, or exchange unless required by applicable law.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@luxulcollective.com so we may review the issue.

Please include:

  • Your order number.
  • Photos of the item and packaging.
  • A brief description of the issue.

If we confirm that the item was damaged in transit, materially defective, or shipped incorrectly, we will work with you to offer a replacement, refund, or other appropriate resolution as permitted by law and subject to availability.

AUCTION ITEMS

Auction items are governed by the separate Charity Auction Disclosure and applicable event terms. Unless expressly stated otherwise, auction items are final sale and are not eligible for return, exchange, or cancellation after a winning bid is placed.

Shipping and Delivery (E-Commerce Only)

We aim to fulfill orders promptly, but delivery times are estimates and may vary based on destination, customs processing, carrier delays, and other factors outside our control. Once an order has been transferred to the carrier, risk of loss passes as permitted by applicable law.

If a package is marked delivered but has not been received, please contact the carrier first and then notify us so we can help review the matter.

Exchanges

We do not guarantee exchanges, but we may allow an exchange where the requested item is available and where the original item qualifies under this policy. Any approved exchange is subject to stock availability and our written confirmation.

Chargebacks and Payment Disputes

If you have a question about your order, we ask that you contact us first so we can attempt to resolve it quickly and in good faith.

By placing an order, you agree not to initiate an unsupported chargeback or payment dispute before giving us a reasonable opportunity to review the issue. If a dispute is raised after an item has been delivered as described, we may provide the payment provider with this policy, order records, shipping confirmation, communications, and other relevant documentation in support of the transaction.

Nothing in this policy limits any rights you may have under applicable law or your card issuer’s rules.

Artisan Platform Notice

Because our platform supports artisan-made and culturally rooted work, we value attribution and respect for traditional craft. We do not claim ownership over cultural motifs, traditional techniques, or heritage elements that belong to artisan communities. Our rights extend only to the original content, branding, photography, and written materials we create or are licensed to use.

Customer Support

We are here to help. If you have a question about your order, shipping, returns, or this policy, please contact:

LUXUL COLLECTIVE

Email: hello@luxulcollective.com

Website: luxulcollective.com

Location: New York, United States

*For EU consumer inquiries: hello@luxulcollective.com*

Changes to This Policy

We may update this Terms of Purchase / Refund Policy from time to time to reflect changes in our practices, products, or applicable law. The updated version will be posted on our website with the revised “Last updated” date.