Refund policy

# Refund and Return Policy **Effective [EFFECTIVE DATE]** We want you to be satisfied with your purchase from MSLuxe. If something isn't right, here is exactly what happens. ## Return window You have **[7] days from the delivery date** to request a return. After that window we can't accept a return except where the law requires it. ## What we can accept To be returned, an item must be: - Unworn and unused, with no signs of wear, scent, or damage - In its original packaging, case, and dust bag - Complete with all tags, certificates, and included accessories ## What we can't accept - Items marked **Final sale** on the product page at the time of purchase - Personalised, engraved, or made-to-order pieces - Gift cards - Pierced jewellery, for hygiene reasons, unless it arrived faulty - Items returned without an approved return authorisation ## How to start a return 1. Email **[msluxe110@gmail.com]** with your order number and the item you want to return. 2. We reply within one business day with a return authorisation and the return address. 3. Pack the item securely in its original packaging and ship it with a tracked service. Please don't send anything back before you have the return authorisation — parcels sent without one may be refused. ## Who pays for return shipping | Reason for return | Who pays | Original shipping refunded | |---|---|---| | Faulty, damaged, or wrong item sent | We do — we send a prepaid label | Yes | | Changed your mind | You do | No | ## Refunds Once we receive and inspect the item, we email you the result within **2 business days.** Approved refunds go back to the original payment method within **5 to 10 business days**, depending on your bank or card issuer. If the item arrives back worn, damaged, or incomplete, we'll contact you before processing anything. We may reduce the refund to reflect the loss in value, or return the item to you at your cost. ## Exchanges The fastest way to exchange is to return the original item for a refund and place a new order, so you don't lose the piece you want while the return is in transit. ## Damaged, faulty, or wrong items Inspect your order on arrival. If anything is damaged, defective, or not what you ordered, email **[SUPPORT EMAIL]** with photos **within 7 days of delivery** and we will make it right at no cost to you — replacement or full refund, your choice. Nothing in this policy limits your rights under applicable consumer protection law. ## Duties and taxes on returns If you paid import duties and taxes at checkout, we refund them with your refund. If a parcel is refused at customs or returned undelivered, we refund the item price less any non-recoverable carrier and customs charges. ## Order cancellations Email us as soon as possible. If the order hasn't entered fulfilment yet, we'll cancel it and refund you in full. Once it has shipped, treat it as a return. ## Questions **[msluxe110@gmail.com]** · [SUPPORT PHONE] · [SUPPORT HOURS]24