Return, Refund & Cancellation Policy

Your Trust Matters.

At Luxume Global, we believe the fragrance experience should be as seamless after purchase as it is before it.

Every order is carefully prepared, securely packaged and dispatched with attention to detail. However, if something goes wrong with your order, our team is committed to reviewing the matter fairly and providing an appropriate resolution in accordance with this Policy and applicable law.

Please contact Luxume Global if you receive:

All claims may be subject to reasonable verification.

If your fragrance arrives broken, leaking, materially damaged or otherwise compromised during transit, please contact us as soon as possible, preferably within 48 hours of delivery.

After reviewing the claim, Luxume Global may provide an appropriate resolution, which may include replacement or refund, depending on the circumstances, product availability and applicable law.

If you receive a product different from the product ordered, please contact us as soon as possible, preferably within 48 hours of delivery.

After verification, Luxume Global may arrange an appropriate resolution, which may include:

• Replacement with the correct product; or
• Refund, where appropriate.

The applicable resolution will depend on the circumstances and product availability.

If an item shown in your order confirmation is missing from your shipment, please contact us as soon as possible, preferably within 48 hours of delivery.

Our team may review relevant order, packing and shipment records before determining the appropriate resolution.

Where the missing item is verified, Luxume Global may arrange the missing product or provide another appropriate resolution in accordance with applicable law.

If you believe your fragrance or its packaging has a genuine manufacturing or product defect, please contact us promptly with relevant photographs, videos and order details.

Depending on the nature of the concern, we may request additional information or reasonably inspect the product to assess the claim.

Where a defect is verified, Luxume Global will provide an appropriate resolution in accordance with applicable law and the circumstances of the case.

Due to hygiene, product-integrity and quality considerations, Luxume Global generally does not accept voluntary returns or exchanges of fragrances that have been opened, sprayed or used where the request is based solely on:

• Change of mind
• Personal fragrance preference
• Dislike of the fragrance
• Different expectations regarding the scent

Fragrance is a highly personal experience.

Individual perception and performance may vary depending on factors including:

Therefore, a return or refund will generally not be available solely because:

• You do not personally like the fragrance after opening or using it.
• The fragrance smells different on your skin than expected.
• You expected stronger or weaker projection.
• You expected longer or shorter longevity.
• The fragrance develops differently on your skin.
• The fragrance does not suit your personal preference.

Any general information regarding longevity, projection, sillage or fragrance performance is intended as guidance and should not be understood as a guarantee of identical performance for every wearer.

If you believe your order qualifies for a return, replacement or refund, follow these steps:

An unboxing video is recommended supporting evidence and not, by itself, a condition that determines or removes any consumer right or legal remedy available under applicable law. However, the availability of supporting evidence may assist us in reviewing a claim efficiently.

Where a refund is approved, Luxume Global will initiate the applicable refund after completion of the relevant verification or return process.

Where technically possible, refunds will generally be processed through the original payment method.

If a refund is initiated, the time required for the amount to reflect in your account may depend on the payment gateway, bank or financial institution.

Where a specific refund timeline is applicable, it will be communicated to the customer in accordance with the circumstances and applicable law.

Where a replacement is approved, Luxume Global will arrange the replacement subject to product availability.

If the same product is unavailable, we may communicate an alternative resolution, which may include a refund where appropriate.

Replacement delivery timelines may vary depending on product availability and logistics.

Where a return is approved because of a verified issue attributable to the product or fulfilment process, Luxume Global will provide appropriate return instructions and communicate the applicable shipping arrangements.

Please do not send any product back without receiving return instructions from Luxume Global.

Where a return or re-dispatch is requested for reasons attributable to the customer, applicable shipping or re-dispatch charges may be payable by the customer, subject to applicable law and the circumstances of the case.

Customers may request cancellation of an order before dispatch, subject to the order status and applicable law.

To request cancellation, please contact Luxume Global Customer Support as soon as possible and provide your order number.

Where cancellation is accepted, any applicable refund will be processed in accordance with the applicable payment and refund terms. Nothing in this section limits any cancellation or other rights that may apply under applicable law.

If an order is returned to Luxume Global because of circumstances such as:

• Incorrect or incomplete address
• Incorrect PIN code
• Repeated unsuccessful delivery attempts
• Refusal to accept delivery
• Customer unavailability
• Other customer-related delivery issues

we may contact you regarding re-dispatch or other available options. Any applicable re-shipping charges will be communicated before re-dispatch.

Where a refund is applicable, the refund will be assessed based on the circumstances of the order and applicable law.

Certain offers and purchases may have specific terms, including:

Where applicable, the specific conditions of an offer will be displayed on the relevant offer page, product page, cart or checkout. Customers should review the applicable offer terms before completing their purchase.

Promotional terms will not limit or exclude any consumer rights that cannot lawfully be excluded.

Luxume Global may reasonably investigate claims where there is evidence or a reasonable concern regarding:

• Product tampering
• Intentional damage
• Fraudulent claims
• Repeated misuse of the return process
• False or materially misleading information
• Unauthorised use of promotional benefits

Where appropriate, Luxume Global may take action permitted by applicable law. We aim to distinguish genuine customer concerns from suspected misuse and will review relevant evidence before making a determination.

Where a product was purchased as a gift, any eligible refund will generally be processed in accordance with the original order and payment transaction. Replacement or other resolutions may be available depending on the circumstances and applicable law.

Where an order contains multiple products and only one product is affected by a verified issue, the resolution may apply only to the affected product unless the circumstances require otherwise. Bundled or promotional purchases may be subject to the specific terms displayed with the relevant offer.

Customers are responsible for:

• Providing accurate delivery information.
• Checking the order details before completing the purchase.
• Reviewing product descriptions and fragrance information.
• Providing accurate information when submitting a claim.
• Following reasonable return or replacement instructions.
• Taking reasonable care of products after delivery.

Nothing in this section limits any rights available under applicable law.

For assistance regarding a return, refund, replacement or cancellation, please contact:

If you wish to escalate a consumer grievance, please refer to our Grievance Redressal & Customer Support page for designated grievance contact details.

We will handle consumer grievances in accordance with applicable law and applicable statutory requirements.

Luxume Global may update this Policy from time to time to reflect changes in our products, services, operational processes or applicable legal requirements.

The latest version will be published on this page together with the applicable Last Updated date.

Any changes will apply prospectively unless otherwise required by applicable law.