Refund and Return Policy

1. Scope

This Refund and Return Policy applies to products purchased through KGLUXEE's website or another KGLUXEE sales channel that refers to this policy. It explains when a product may be returned, how to request authorization, who pays return shipping, and how refunds are issued. It does not limit any mandatory consumer rights that apply to you under the law of your country.

2. Return request deadline

You must contact KGLUXEE customer support immediately and no later than five calendar days after the date you received the product. The date shown by the courier or delivery record is the delivery date. A request submitted after the five-day period is outside this policy and may be refused unless applicable law requires a longer period.

Contact us at hello@kgluxee.com or +14314588817. Your message must include your order ID, full name, delivery address, product name, and a clear description of the issue. For a damaged, incorrect, or defective product, attach photographs of the product, packaging, shipping label, and visible damage.

3. Return authorization process

1. We acknowledge a complete return request within one business day.
2. If the request is eligible, we issue a return authorization and provide the return address, carrier instructions, packaging requirements, and deadline for dispatch.
3. You must not dispatch the product until you receive our written authorization. Products sent without authorization may be delayed, rejected, or returned to you at your cost.
4. You must dispatch an authorized return within three calendar days after authorization, unless our written instructions specify a different period because of international shipping or customs requirements.
5. Send us the tracking number on the day the return is dispatched. We will confirm receipt when the package reaches us.

4. Conditions for an approved return

Except for a product that arrived damaged, wrong, or defective, the product must be unworn, unwashed, unaltered, free from perfume, makeup, stains, hair, and other signs of use, and returned with all original tags, packaging, accessories, and documentation. You may inspect a product as reasonably necessary, but you must not use it beyond that inspection.

We inspect every returned product. If it does not meet these conditions, we may refuse the refund or deduct the documented loss in value to the extent permitted by applicable law. We will notify you of the inspection outcome and the reason for any refusal or deduction.

5. Products that are not returnable

The following products are not eligible for return or refund unless they are defective, incorrect, or applicable law requires otherwise: final-sale products; products expressly marked non-returnable before purchase; bespoke, personalized, altered, or made-to-measure products; and products that have been worn, washed, damaged, stained, perfumed, or returned without original tags and packaging.

If a product is defective or we sent the wrong product, contact us within the same five-day period. We may offer a replacement or a full refund, including reasonable documented return shipping costs, subject to inspection and applicable law.

6. Return shipping costs

If you are returning a product because you changed your mind, selected the wrong size or colour, or no longer want the product, you are responsible for the return shipping cost, customs charges, duties, and insurance. We recommend using a trackable service and retaining proof of dispatch.

If the product arrived defective, damaged, or materially different from the product ordered, KGLUXEE will provide return instructions and reimburse reasonable, documented return shipping costs after the return is approved. We do not reimburse optional expedited shipping, insurance upgrades, customs penalties caused by incorrect information, or charges not approved in writing.

7. Refund approval and timing

We issue the refund after the returned product is delivered to us and passes inspection. We will email you the inspection decision within two business days of receipt. If approved, KGLUXEE will submit the refund to the original payment method immediately and no later than three business days of the inspection decision.

The payment provider or bank controls when the credit appears in your account. Allow five to ten business days after we submit the refund. International card or bank transactions may take up to 15 business days because of banking, settlement, or foreign-exchange processes. KGLUXEE cannot change a provider's posting time after the refund has been submitted, but we will provide the refund reference on request.

8. Refund amount and method

An approved refund is returned to the payment method used for the order. We do not pay cash refunds or send refunds to a different card or bank account except where required by law or approved by the payment provider. Unless the product was wrong, defective, or damaged, original delivery charges, return shipping, customs fees, duties, and foreign-exchange charges are not refundable.

If only part of an order is returned, we refund the approved price of that product and any return-shipping amount we have agreed to reimburse. Promotional discounts are recalculated where the returned product means the remaining order no longer qualifies for the promotion.

9. Missing, delayed, or rejected returns

You are responsible for the product until it is delivered to the return address we provide. If a return is lost, damaged, or held by customs, send us the carrier claim number and proof of dispatch. We will reasonably assist, but a refund is not due until the product is received or the carrier confirms the loss and the applicable law requires a refund.

If we reject a return, we will tell you why. You may request a review by replying to the rejection email within five calendar days. If the product is to be sent back to you, you must pay the return delivery cost within seven calendar days of our notice.

10. Contact

Start every return request by emailing hello@kgluxee.com with the subject line “Return Request — [ORDER ID]”. Customer support telephone: +14314588817.