Order Cancellation Policy
You may cancel your order at any time before it is shipped. If your order has already been paid, you must contact us within 12 hours of placing the order to request a change or cancellation.
Once the order has been processed, packaged, or shipped, cancellation is no longer possible.
To cancel or amend an order, please contact us promptly at:
support@luxemerk.com
Refund & Return Policy
At luxemerk.com, customer satisfaction is our top priority. In line with UAE Federal Law No. (15) of 2020 on Consumer Protection, you may request a refund or reshipment if:
- You did not receive your order within the guaranteed delivery timeframe (3 business days after shipping, excluding processing time).
- You received a wrong or incorrect item.
- You no longer want the product you received, provided that: The item is unused, in its original condition and packaging.
- You return it at your own expense within 15 days from receipt.
Non-Refundable Cases
Refunds will not be granted in the following cases:
- If the delivery failed due to customer-related reasons (e.g., incorrect address or failure to receive the parcel).
- If delays or non-delivery were caused by unforeseen circumstances beyond our control (e.g., customs clearance delays, natural disasters, force majeure).
Refund Request Timeframe
Refund requests must be submitted within 15 calendar days after the end of the guaranteed delivery period.
To request a refund, please contact us via the Contact Us page or email us at:
support@luxemerk.com
Note: All refunds will be processed through the original payment method used at checkout. Processing time may vary depending on your bank or payment provider.