RETURNS & EXCHANGES

At LUXE paints, your satisfaction is our priority. If you're not fully happy with your purchase, our easy returns and exchanges process will ensure a hassle-free experience.

Changing Your Mind and Returning the Product

If you have a change of heart, you have the option to return or exchange unwanted items within a period of seven (7) calendar days from the date of purchase. We are pleased to assist with replacing or refunding your purchase, provided it adheres to the conditions outlined in this policy.

We are happy to issue a complete refund to the original payment method used in the initial transaction, provided it satisfies the following criteria:

  • You possess proof of purchase, such as a receipt or delivery note.
  • The return request is made within 7 days of the purchase date.
  • The product remains unopened, unused, and in a condition suitable for resale, unless the product is defective.
  • The product is not custom-made (refer to the 'Products Ineligible for Return to LUXE' section).

    Returning a Product Due to a Fault

    In the event that any product you acquire is damaged or defective upon receipt, or if a fault becomes evident within a reasonable timeframe after you receive the product (assuming the fault is not a result of your negligence), or if a product has been inaccurately described, we are prepared to offer a suitable resolution, such as a replacement product or a refund.

    Product Failure Criteria

    LUXE is committed to providing high-quality paint products. Our product warranty covers specific failure characteristics defined as:

    • Cracking: The paint exhibits visible cracks on the painted surface.
    • Blistering: Blisters or bubbles form on the painted surface.
    • Adhesion Failure: The paint does not adhere properly to the surface.

      Exclusions

      Please note that this warranty does not cover situations where:

      • The product is applied to surfaces with existing paint or coatings that exhibit adhesion or inter-coated adhesion failure.
      • Product failures result from events or causes beyond LUXE's control, including but not limited to pollution, mechanical damage, wear and tear, electrical or electrolyte damage, incorrect cleaning methods, vandalism, or other deliberate acts, or when moisture levels exceed industry standards.

        Product Guarantee and Claim Procedure

        Eligibility for a Claim

        To be eligible for a claim under this product guarantee, the consumer must:

        • Submit the claim to LUXE within 7 (seven) days of discovering the defect, damage, or failure that gives rise to the claim.
        • Refrain from removing, repairing, or altering the affected area in any way.
        • The claim must include comprehensive information such as:
        • The date of application of the product in question.
        • A detailed description of the application method, including product specifics, preparation steps, and precautions taken.
        • If possible, photographic evidence illustrating the nature of the alleged defect, damage, or failure.

          Claim Processing

          Upon receiving the claim, LUXE commits to initiating an investigation within 10 (ten) days.

          LUXE’s Responsibilities

          LUXE in-house specialists will perform the following:

          • Conduct necessary tests, either personally or through a designated representative, to assess the presence of product failure, damage, or defects.
          • Request any information deemed reasonable by LUXE to evaluate and process the claim.

            Handling of Valid Claims

            LUXE will make every reasonable effort to promptly handle and conclude the complaint under the given circumstances.

            Resolution of Valid Claims

            In the event of a valid claim within the terms of this product guarantee, LUXE’s sole responsibility, at its discretion, is to provide the consumer with:

            • A replacement product of equal quality.

            We are committed to ensuring your satisfaction with our paint products and guarantee to address valid claims in a timely and efficient manner.

            Products Ineligible for Return to LUXE

            Certain products fall outside the scope of our exchange policy unless they are found to be faulty. These exclusions comprise:

            • Products purchased more than 7 calendar days ago.
            • Products lacking their original packaging or labels.
            • Used products.
            • Products with an expired perishable date.
            • Any product specially tinted (other than standard colours).
            • Any made to order products.