Refund and Return Policy

Effective Date: January 7, 2025

Welcome to Luxciteino!

We strive to ensure your complete satisfaction with every purchase at Luxciteino. This Refund and Return Policy outlines the procedures and conditions for returns and refunds. Please read it carefully before making a purchase. By engaging with our services or making a purchase from us, you agree to abide by the following terms and conditions.

1. Return Window

  • We offer a return window of 30 days from the date of purchase for eligible items.

2. Eligible Items

  • Most items are eligible for return, provided they are unopened, unused, and in their original condition with all original packaging, manuals, and accessories included. Certain items, such as custom orders, used products, and consumables (e.g., strings, reeds, mouthpieces, opened sheet music) may not be eligible for return.

3. Condition for Returns

  • Returned items must be in their original, unused, and undamaged condition. All original packaging, manuals, and accessories must be included and intact. Items must be returned with all original tags still attached, and not bear any signs of use, wear, or tampering. If the items are not returned in a resalable condition we reserve the right to refuse the return.

  • Returned items should be well-packaged to prevent damage during transit.

  • Customers must provide a valid invoice number as proof of purchase.

4. Return Process

  • Return Authorization: Before returning an item, you must obtain a Return Authorization Number (RAN) from our customer service team. Please contact us via phone or email, or through the contact form on our website to request a RAN and provide the reason for the return.

  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product. We recommend using a shipping service that provides tracking and insurance, as we are not responsible for returns lost or damaged in transit.

  • Package Tracking: Please provide us with the tracking number for the returned package to monitor its delivery status.

5. Refunds

  • Refund Processing: Once we receive your returned item and verify that it meets our return conditions, we will process your refund within 7-10 business days.

  • Refund Method: Refunds will be credited to the original payment method used for the purchase. If the original payment was made via gift card, or with the use of promotional coupons, partial refunds may be issued in accordance with our policy and applicable laws.

  • Restocking Fee: We may charge a restocking fee of up to 10% of the purchase price for returns that are not due to our error or a defective product.

  • Partial Refunds: If a returned item is damaged or missing parts, we may issue a partial refund to account for the diminished value of the item.

6. Exchanges

  • If you prefer to exchange an item, please specify this when you contact us for a Return Authorization Number. Once the returned item is received and verified, we will ship the exchange item.

  • If the exchange item is not available, we may offer a refund or a comparable product as an alternative.

  • Customers will be responsible for any price difference if exchanging for a higher-priced item and we may refund any price difference if exchanging for a lower-priced item.

7. Exceptions

  • The following items are not eligible for return or refund unless they are defective or the return is due to our error:

    • Opened consumable items such as strings, reeds, mouthpieces, and cleaning supplies for hygiene reasons.

    • Custom or special order items.

    • Used or demo instruments.

    • Downloaded digital products.

    • Opened sheet music and instructional materials.

  • Items sold as “Final Sale” or “As-Is” are not eligible for returns or refunds.

8. Defective or Incorrect Items

  • If you receive a defective or incorrect item, please contact us immediately. We will cover the return shipping costs and will either replace the item or issue a full refund, as appropriate.

9. Return Shipping Costs

  • If the return is due to our error (e.g., incorrect item shipped, defective item), we will cover the return shipping costs. Otherwise, the customer is responsible for these costs.

10. Changes to This Policy

  • We reserve the right to modify this Refund and Return Policy at any time. Changes will be posted on our website and will take effect immediately. We encourage you to review this policy periodically.

11. Contact Information