Return Policy

At Ashluxury, our goal is for every customer to be completely satisfied with their purchase. If, for any reason, you wish to return an item, please refer to the detailed policy below. We strive to make the return process clear, convenient, and consistent with the high standards of luxury retail.

1. Eligibility for Return

  • Timeframe: Items are eligible for return within 48 hours from the date of delivery.
  • Condition: Returned items must be new, unworn, unwashed, and undamaged. This includes ensuring there are no signs of wear, stains, alterations, or odours.
  • Tags and Packaging: All original tags, labels, and packaging materials must be included and in pristine condition.
  • Non-Returnable Items: Certain items, including Final Sale items, personalized products, gift cards, briefs, boxers, bras, and Limited Edition pieces, are not eligible for return. Please review product details carefully before purchase.

2. Return Process

  • Initiate Return: Email customerservices@ashcorpgroup.com with your order number and the details of the item(s) you wish to return. Our Customer Service team will verify your eligibility and provide a return authorization with instructions.
  • Shipping Responsibility: Customers are responsible for return shipping costs, except in cases of incorrect or faulty items. Please use a tracked and insured shipping service. Ashluxury is not responsible for items lost or damaged in transit.
  • Package Preparation: Ensure items are securely packaged, preferably in the original Ashluxury packaging, with proper cushioning to prevent transit damage.

3. Service Level Agreement (SLA) for Returns

  • Returns Notification Window: Customers must notify us within 48 hours of receiving an item if they intend to return or exchange it. Notification means officially informing us, not the item arriving back.
  • Return Shipping Timelines (After Notification):
    • Local returns: Item must reach us within 5 working days
    • International returns: Item must reach us within 14 working days
  • Quality Control (QC) & Inventory Checks: All returned items undergo QC and Inventory verification, which may take up to 3 working days from the date we receive the item.
  • Policy Consistency: Return, exchange, and refund policies are uniform across all Ashcorp websites to avoid conflicting information.

4. Return Inspection and Refunds

  • Inspection: All returned items are inspected by our QC team to ensure they meet the return conditions. Items that fail inspection will be returned to you without a refund.
  • Refund Timelines: Refunds begin only after the returned item has passed QC and Inventory checks.
    • QC & Inventory: Up to 3 working days
    • Refund Processing: Up to 5 working days
    • Total Refund Timeline: 7–10 working days
  • Exceptions (Faster Refunds - 3 working days): Out-of-stock items, non-delivery due to company or logistics fault, or orders cancelled by the company may qualify for faster refunds.
  • Refund Method: Refunds will be issued to the original payment method used at checkout.

5. Returns of Gifts and Promotional Items

If you received a promotional item or gift, it must be returned in original condition along with the purchased item(s). Failure to return promotional items may result in a deduction from your refund.

6. Faulty or Incorrect Items

If you received an incorrect or faulty item, contact customerservices@ashcorpgroup.com within 48 hours of delivery with your order number, a photo, and a description of the issue. We will arrange the return and cover shipping costs in such cases.

For any questions about our Return Policy, please contact customerservices@ashcorpgroup.com. Our team is ready to assist you.