Effective Date: 15 July 2026

At LUXORA, we are committed to providing premium-quality fragrances and excellent customer service. If you are not completely satisfied with your purchase, please review our Return & Cancellation Policy below.

Order Cancellation

Customers may cancel an order before it has been packed or dispatched.

Once an order has been shipped, it can no longer be cancelled and will fall under our Returns Policy.

To request a cancellation, please contact us as soon as possible via:

WhatsApp: +27 67 835 5419

Email: support@shopluxora.click

If your cancellation request is approved before dispatch, you will receive a full refund using your original payment method.

Returns

Due to hygiene and health regulations, perfumes and fragrance products can only be returned under specific conditions.

You may return a product if:

• The incorrect product was delivered.
• The product arrived damaged.
• The product has a manufacturing defect.
• The item is unopened, unused, and in its original sealed packaging.

Return requests must be submitted within 7 days of receiving your order.

Non-Returnable Items

For hygiene reasons, we cannot accept returns for:

• Opened perfume bottles.
• Used fragrance products.
• Tester Packs that have been opened or used.
• Products damaged due to misuse or improper storage.
• Sale, clearance, or promotional items (unless defective).

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

When contacting us, please include:

• Your order number.
• Clear photographs of the product.
• Photographs of the packaging.
• A brief explanation of the issue.

Once approved, LUXORA will arrange a replacement or refund.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Shipping charges are generally non-refundable unless the return is due to an error by LUXORA or a defective product.

Exchanges

We only replace items that are:

• Damaged during delivery.
• Defective.
• Incorrectly supplied.

Exchanges are subject to product availability.

Return Shipping

If the return is due to:

LUXORA Error

Examples:

• Wrong product sent.
• Damaged item.
• Manufacturing defect.

LUXORA will cover the return shipping costs.

Customer Change of Mind

If the return is accepted because you changed your mind and the product remains unopened and unused:

• The customer is responsible for return shipping costs.
• Original shipping charges are not refundable.

Refused Deliveries

If a package is refused or returned because of an incorrect delivery address provided by the customer, any additional delivery charges may be deducted from the refund.

LUXORA Seller Orders

Orders placed by registered LUXORA Sellers are intended for business purposes.

Seller stock purchases may only be returned if:

• The products are damaged.
• Incorrect products were supplied.
• A manufacturing defect is confirmed.

Opened stock, Tester Packs, or products purchased for resale cannot be returned for refund.

How to Request a Return

Please contact us with:

• Full Name
• Order Number
• Contact Number
• Reason for Return
• Photos (if applicable)

WhatsApp: +27 67 835 5419

Email: support@shopluxora.click

Consumer Rights

This Return & Cancellation Policy is intended to complement your rights under the Consumer Protection Act, 2008 (South Africa). Nothing in this policy limits any rights you may have under applicable South African consumer protection laws.

LUXORA

Luxury Within Reach.

Website: shopluxora.click

WhatsApp: +27 67 835 5419

Email: support@shopluxora.click