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 14 days 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 odors.
○ 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, and Limited Edition pieces, are not eligible for return. Please review product details carefully before purchase to determine eligibility.
2. Return Process
○ Initiate Return: To begin a return, email customerservice@ashluxuryhq.com with your order number and the details of the item(s) you wish to return. Our Customer Service team will verify your eligibility for return and send you a return authorization and instructions.
○ Shipping Responsibility: The cost of return shipping is the responsibility of the customer, except in cases of incorrect or faulty items. For safety, we recommend using a tracked and insured shipping service as Ashluxury is not responsible for items lost or damaged in transit.
○ Package Preparation: Ensure your items are securely packaged, preferably in the original Ashluxury packaging. Luxury items require special handling, so be sure they are properly cushioned and sealed to prevent any transit damage.
3. Return Inspection and Refund
○ Inspection: Upon receipt, all returned items are thoroughly inspected by our Quality Control team to ensure they meet the return conditions. Items that do not meet these criteria will be returned to you and will not be eligible for a refund.
○ Processing Time: Approved returns will be processed within 5-7 business days after our Quality Control team confirms compliance with our return standards.
○ Notification and Refund: You will receive an email confirmation once your refund has been issued. Refunds will be credited to your original payment method. Please note that depending on your bank, refunds may take an additional 7-10 business days to appear on your account.
4. Returns of Gifts and Promotional Items
○ If you received a promotional item or gift as part of your purchase, it must be returned along with the item(s) being refunded. Any promotional items not returned in original condition may result in a deduction from your refund.
5. Faulty or Incorrect Items
○ If you received an incorrect or faulty item, please contact us at customerservice@ashluxuryhq.com within 48 hours of delivery with your order number, a photo, and a description of the issue. We will arrange for the return and cover shipping costs in such cases.
For any questions about our Return Policy, please contact customerservice@ashluxuryhq.com. Our team is ready to assist you.