Refund policy
At Luxvena, we want you to feel confident in your purchase. If your order is not right for you, eligible products may be returned or exchanged within 30 days of delivery, subject to the conditions outlined below.
30-Day Returns & Exchanges
We accept returns and exchanges on eligible products within 30 days from the date of delivery.
To be eligible for a return, the product must:
- Be unused and in its original condition
- Not have been installed, wired, assembled, or modified
- Include all original components, accessories, and hardware
- Be returned in its original packaging whenever possible
- Show no signs of damage caused by installation, use, improper handling, or repackaging
Please contact us at support@luxvena.com before returning any product. Our team will provide return instructions and the appropriate return address.
Returns sent without contacting us in advance may experience delays in processing.
Returns for Personal Reasons
If the product is in good condition and you wish to return it for reasons unrelated to a product defect or an error on our part—for example, a change of mind, incorrect size selection, or the product no longer being suitable for your space—the return is still eligible within the 30-day return period.
In these cases, the customer is responsible for the cost of return shipping.
We strongly recommend using a trackable and appropriately insured shipping service, particularly for large, fragile, or high-value lighting fixtures.
Original shipping charges, if any, are non-refundable unless the return is the result of an error on our part.
Damaged, Defective, or Incorrect Products
If your product arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.
For shipping damage, we recommend contacting us within 72 hours of delivery so that we can review the issue promptly.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or videos showing the problem
- Photographs of the packaging if the product was damaged during transportation
If we confirm that the return is required because of a product defect, shipping damage, or an error on our part, Luxvena will be responsible for the applicable return shipping cost.
Depending on the circumstances, we may offer replacement parts, a replacement product, an exchange, or a refund.
Please do not discard the product or its packaging before our team has reviewed your request.
Exchanges
Eligible products may be exchanged within the same 30-day period.
If the exchange is requested for personal reasons and there is no defect or error with the original product, the customer is responsible for the applicable return shipping cost.
If an exchange is required because the original product is defective, damaged, or incorrect, Luxvena will be responsible for the applicable shipping costs after the issue has been reviewed and confirmed.
Any price difference between the original product and the replacement product may need to be paid or refunded as applicable.
Custom & Made-to-Order Products
Products that have been customized specifically to your requirements may not be eligible for standard returns or exchanges unless they arrive damaged, defective, or do not match the confirmed specifications.
This may include products made or modified with non-standard:
- Dimensions
- Finishes
- Hanging lengths
- Rod, chain, or cable lengths
- Configurations
- Other customer-requested specifications
If you have questions about whether a customization will affect return eligibility, please contact us before confirming your order.
Return Shipping
Please contact support@luxvena.com before sending a return.
Do not return products to the company address listed on our website unless our support team specifically instructs you to do so. The appropriate return location may vary depending on the product and order.
Customers are responsible for ensuring that products returned for personal reasons are securely packaged for transportation.
Luxvena is not responsible for damage or loss occurring during customer-arranged return transportation.
Refunds
Once your returned product has been received, our team will inspect it to confirm that it meets the return requirements.
If the return is approved, the refund will be issued to the original payment method.
Please allow additional time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.
Products returned with missing components, installation damage, modification, excessive wear, or other conditions that make them ineligible under this policy may not qualify for a full refund.
Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible at support@luxvena.com.
We recommend submitting cancellation or modification requests within 24 hours of placing your order.
Once an order has entered preparation, customization, production, or shipment, we cannot guarantee that it can be canceled or modified.
Custom or made-to-order products that have already entered production may not be eligible for cancellation.
How to Request a Return
To request a return or exchange, contact:
Please include your:
- Order number
- Product name
- Reason for the return or exchange
- Photographs or videos if there is a product-related issue
Our team will review your request and provide the next steps.
Contact Us
Luxvena LLC
1600 Broadway #2500
Denver, CO 80202
United States
Customer Support
support@luxvena.com