Refund and Return Policy

Effective Date: March 6, 2025

At Lux Citeino, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a clear and easy-to-follow refund and return policy to ensure a smooth experience. Please review the details below for more information.

1. Return Eligibility

We accept returns on most items within 30 days of the original purchase date. In order for an item to be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original condition, and in its original packaging.
  • The return must be initiated within 30 days of receiving the product.
  • Items purchased on sale or clearance may not be eligible for returns. Please refer to the product details at checkout for specific exclusions.

2. How to Initiate a Return

To start the return process, please contact our customer service team at info@luxciteino.com or call (478) 982-8312. You will need to provide:

  • Your order number
  • The name and item(s) you wish to return
  • The reason for the return

Our team will guide you through the next steps and provide instructions on how to return the item.

3. Refund Process

Once we receive your returned item, it will be inspected to ensure it meets the conditions mentioned above. If the return is approved, we will issue a refund to your original payment method. Please note that it may take several business days for the refund to appear in your account, depending on your payment method and financial institution.

If your return is denied due to the condition of the item or non-compliance with the return policy, we will notify you promptly and return the item to you.

4. Non-Refundable Items

Certain items are non-refundable and non-returnable due to hygiene, safety, or other product-specific reasons. These include:

  • Opened or used musical accessories (e.g., strings, reeds, drum heads)
  • Custom or personalized items
  • Gift cards

Please ensure you review the product details before purchasing to understand if any exclusions apply.

5. Shipping Costs

Customers are responsible for the return shipping costs, except in cases where the item is damaged or defective upon arrival. If your return is due to an error on our part, we will provide a pre-paid shipping label for your return.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receiving the product to initiate a return. We will provide a replacement or refund, along with a pre-paid return label to send the damaged item back.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.

8. Changes to This Policy

Lux Citeino reserves the right to update or modify this Refund and Return Policy at any time. Any changes will be reflected on this page with a revised “Effective Date.” Please check this page regularly for updates.

Contact Us

If you have any questions or need assistance with a return, please don’t hesitate to reach out to us:

  • Email: info@luxciteino.com
  • Phone: (478) 982-8312
  • Address: 523 Toole Ct, Millen, Georgia (GA), 30442

Thank you for shopping at Lux Citeino! We’re committed to providing you with the best customer experience, and we’re here to assist you every step of the way.