Refund and Returns Policy

Effective Date: January 16, 2025

Address: 8818 S Poplar Lake Dr, Germantown, Tennessee, United States
Phone: (901) 751-2521
Email: contact@luxsnowsports.com
Website: luxsnowsports.com

1. Our Commitment to Your Satisfaction

At LuxSnowSports, we strive to provide you with a seamless and satisfying shopping experience. We understand that sometimes, a product may not meet your expectations or you may need to return an item. Our Refund and Returns Policy is designed to be fair, transparent, and easy to understand, ensuring that you feel confident in your purchases with us.

2. Understanding Our Returns Process

We accept returns on most new and unused products purchased directly from our website (luxsnowsports.com) within 30 days of the original purchase date. To be eligible for a return, your item must meet the following criteria:

  • Condition: The product must be in its original, new, and unused condition. This means it must be free from any signs of wear, damage, alterations, or use.

  • Packaging: The item must be returned in its original packaging, which must also be in good condition. All original packaging, manuals, tags, accessories, and protective materials must be included. Please ensure that the product is securely packaged to prevent damage during transit.

  • Proof of Purchase: You must provide a valid proof of purchase, such as an order confirmation email, receipt, or order number, to verify that the item was purchased from LuxSnowSports.

  • Timeframe: The return must be initiated within 30 days of the original purchase date. Returns outside this timeframe may not be accepted.

3. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Customer Support: Before sending anything back, contact our customer support team via email at contact@luxsnowsports.com or call us at (901) 751-2521. Our support team will provide you with a Return Authorization (RA) number and further instructions. Returns made without prior authorization may not be processed.

  2. Provide Necessary Information: Please have your order number and a brief reason for your return ready when you contact customer support. This information helps us process your request efficiently.

  3. Prepare Your Package: Securely package the item(s) in their original packaging, including all accessories, and clearly write your assigned RA number on the outside of the package. This helps us identify your return upon arrival.

  4. Ship the Package: Ship the package to the return address provided by our customer support team. Please note that return shipping costs are the responsibility of the customer, unless the return is due to a defect or an error on our part (please see section 7). We strongly recommend using a trackable and insured shipping method, as we are not responsible for any items lost or damaged during return shipping.

4. Types of Returns

We understand that returns can arise from various situations. Here are a few scenarios and how we handle them:

  • Change of Mind: If you decide you no longer want the item or have made an incorrect purchase, you may return it within 30 days, provided the return conditions (section 2) are met. In these cases, the customer is responsible for return shipping costs.

  • Defective Product: If you receive a product that is defective or faulty, please contact us immediately. We will arrange for a return or replacement and cover return shipping costs if deemed necessary. We may require pictures or video proof of the defect for assessment.

  • Incorrect Item: If you receive an item different from what you ordered, please contact us within 7 days of receiving your order. We will arrange for a return and replacement of the correct item and cover return shipping costs.

  • Damaged in Transit: If the product is damaged during shipping, please contact us immediately upon receipt and provide pictures of the damaged packaging and product. We will work with you to resolve the issue, which may involve a refund, replacement, or other resolution. Please note that we are not liable for damage if there was no visible damage to the packaging upon delivery.

5. Refunds

Once we receive and inspect your returned item, we will process your refund within 5-7 business days.

  • Refund Method: Refunds will be issued to the original method of payment used for the purchase. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.

  • Refund Amount: The refund amount will include the purchase price of the returned item, minus any original shipping costs (unless the return is due to a defective product or an error on our part).

  • Partial Refunds: In some cases, partial refunds may be issued if the item is returned with damage or missing components or if it does not meet the eligibility criteria for a full refund. We will communicate the reason for a partial refund clearly.

6. Non-Refundable Items

Certain items may not be eligible for returns or refunds, including:

  • Opened Software: Any software where the packaging has been opened is not eligible for return.

  • Downloadable Products: Any digital or downloadable products or digital services are not returnable or refundable.

  • Personalized or Custom Products: Any items that have been personalized, customized, or created to your specific requirements.

  • Items Marked as “Final Sale”: Items explicitly marked as “Final Sale” are not eligible for return or refund.

  • Items Not Purchased Directly from LuxSnowSports: Items purchased through third-party vendors or retailers are not eligible for a refund from LuxSnowSports.

  • Items returned in condition not meeting the Return Eligibility requirements

7. Return Shipping Costs

  • Customer Responsibility: The customer is responsible for the return shipping costs for items returned due to a change of mind, incorrect purchase, or any other reason not caused by LuxSnowSports’ error.

  • LuxSnowSports Responsibility: LuxSnowSports will cover the return shipping costs in the following cases:

    • Defective product (as evaluated by our support team).

    • Incorrect item sent (as verified by our order fulfillment).

    • Damage during shipping (if there was visible damage to the packaging upon delivery and you notified us immediately).

8. Exchanges

We do not offer direct exchanges. If you need a different item, you can return the unwanted item according to our return policy and then place a new order for the desired product.

9. Our Commitment to Fairness

We are dedicated to resolving any issues fairly and promptly. If you feel your return was handled incorrectly, please reach out to our customer support team and we will be happy to review your case.

10. Contact Us

If you have any questions or concerns about our Refund and Returns Policy, please contact us via:

11. Policy Updates

LuxSnowSports reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page with the new effective date. We encourage you to review this policy periodically.