At Luxafor, we are committed to providing our customers with high-quality products and a satisfying shopping experience. If, for any reason, you are not completely satisfied with your purchase, we offer a straightforward return process.

Eligibility for Returns:

• • Products must be returned within 30 days of the original purchase date.
  • Items must be unused and in their original condition, including all packaging, accessories, and documentation.
  • Customized or personalized items may not be eligible for return.
  • Please note that our return policy is applicable exclusively to products purchased directly from the Luxafor website (luxafor.com). If your purchase was made through one of our authorized distributors, we kindly ask you to initiate the return process with the respective distributor.
  • All returns require prior authorization from Luxafor Customer Support.

Return Process:

1. 1. Contact Customer Support: Begin your return process by contacting our customer support team. Provide your order number, details of the item you wish to return, and the reason for the return to support@luxafor.com.
   2. Receive Return Authorization: Our team will provide a Return Authorization and detailed instructions on how to proceed.
   3. Prepare the Package: Securely pack the item in its original packaging. Ensure that the return information is clearly marked on the outside of the package.
   4. Declare Product Value: To ensure a smooth customs process, declare the product value as 1.00 USD or EUR. This is crucial to avoid any customs duties that might otherwise apply. Please note that this declaration is for customs purposes only and does not affect your refund amount. Otherwise, fees can be applied to your refund.
   5. Ship the Item: Send the package to the address provided by our customer support team. We recommend using a trackable shipping service, as Luxafor is not responsible for items lost in transit.

Responsibility for Shipping Costs:

• • You are responsible for the cost of shipping the returned product. We recommend using a trackable shipping service.
  • In cases of disputes, contact Customer Support before returning the product to agree on the method of return. Failure to do so may result in a 30% restocking fee on the full amount paid.

Once we receive and inspect the returned item, we will process your refund. Refunds will be credited to the original method of payment. Please allow up to 14 business days for the refund to be reflected in your account.

Damaged Products:

• • If you receive a damaged product, contact Customer Support immediately. Luxafor will provide specific instructions for returning damaged goods. See more here: Product Warranty
  • A full refund, including the applicable delivery fee, will be issued upon confirmation of the damage.

Non-Receipt and Unauthorized Returns:

• • If a product cannot be delivered and is returned to Luxafor, you may be charged for any repeat shipping fees.
  • Unauthorized or unsolicited returns will not be refunded or credited.

Exceptions and Exclusions:

Luxafor reserves the right to refuse returns that do not meet our policy criteria. Items that are damaged, altered, or not in their original condition may be denied a refund or exchange.

Warranty Terms:

• • Luxafor products are warranted against defects in materials and workmanship for a period of 2 years from the date of original purchase in compliance with EU warranty regulations for individuals, 1 year for companies, or with an extended warranty period if purchased with a product.
  • This warranty covers the hardware components of the product. Software components are "AS IS" unless specified in a separate software warranty.
  • Please note that our warranty policy is applicable exclusively to products purchased directly from the Luxafor website (luxafor.com). If your purchase was made through one of our authorized distributors, we kindly ask you to initiate the warranty process with the respective distributor.
  • Exclusions for warranty include consumable parts, cosmetic damage, damage from external causes, unauthorized repairs, and misuse.

Initiating a Warranty Claim:

1. 1. Contact Customer Support: If you encounter a defect within the warranty period, start by contacting Luxafor Customer Support at support@luxafor.com. Provide a detailed description of the issue and attach proof of purchase.
   2. Warranty Validation: Luxafor will assess your claim to confirm that it falls within the warranty coverage. This may include verifying the purchase date and examining photos of the defect.
   3. Instructions for Return: If the claim is validated, Luxafor will issue instructions for returning the defective product or parts of it. This includes shipping guidelines and any necessary documentation.

Shipping the Defective Product:

• • The customer is responsible for safely packaging and shipping the defective product to Luxafor.
  • Luxafor recommends using a trackable shipping service as it is not responsible for items lost in transit.
  • To ensure a smooth customs process, declare the product value as 1.00 USD or 1.00 EUR. This is crucial to avoid any customs duties that might otherwise apply. Please note that this declaration is for customs purposes only. Otherwise, fees can be applied.

Product Inspection and Remedies:

• • Upon receiving the product, Luxafor will inspect it to verify the defect.
  • If the defect is confirmed, Luxafor will, at its discretion, repair, replace, or refund the product.
  • The chosen remedy will aim to resolve the issue as efficiently as possible, in accordance with EU warranty regulations.

Remote Assistance for Easy-to-Fix Issues:

• • In cases where the issue with your Luxafor product may be related to firmware or other easily resolvable problems, our Customer Support team will strive to provide remote assistance.
  • This approach is intended to minimize our environmental impact by reducing the need for shipping products back and forth, thus lowering our carbon footprint.
  • Additionally, addressing issues remotely can significantly improve the time-to-solution, offering a quicker and more convenient resolution for you.
  • We encourage customers to collaborate with our support team in these scenarios to facilitate an efficient and eco-friendly solution.

Return of Repaired or Replaced Product:

• • Repaired or replaced products will be shipped back to the customer at Luxafor’s expense.
  • Customers will be notified of the shipment and provided with tracking information.

Timeframe for Resolution:

• • Luxafor aims to resolve warranty claims promptly. However, the time required can vary based on the nature of the claim and product availability.
  • Customers will be kept informed throughout the process.

Limitations:

• • This warranty is limited to repair, replacement, or refund of the defective product.
  • It does not cover indirect losses or damages.

Contact Information:

• • For warranty claims or questions, please contact Luxafor Customer Support at support@luxafor.com.