Refunds & Returns Policy
LuxoraCraft™ Refunds & Returns Policy
Last Updated: May 16, 2026
At LuxoraCraft™, we are committed to delivering authentic, handcrafted pieces that bring beauty and meaning to your space. Because each item is made by hand, we want you to be completely satisfied with your purchase. Please read our return policy carefully before placing an order.
📦 Return Eligibility
You may return any new and undamaged item within 30 days of delivery. Please use the original packaging to ensure your return arrives in new condition.
To be eligible for a return, your item must be:
- In the same condition as when you received it
- Unworn, unused, and undamaged
- In its original packaging with all tags attached
- Accompanied by the receipt or proof of purchase
📝 Customer Responsibilities
- The customer is responsible for return shipping costs (except for defective or damaged items)
- Initial and return shipping charges are non-refundable
- Custom-made furniture, personalized items, and large quantity orders cannot be canceled and are non-refundable, as these items are made to order
- A 20% restocking fee applies to all approved returns to cover handling, inspection, and repackaging costs
- Warehouse sales, discounted items, and final sale items are non-refundable
🔄 Return Process
The return process typically takes 4 to 6 weeks, depending on the customer's location and product type.
Step-by-Step Return Instructions:
- Contact Us: Email customercare@luxoracraft.com with your return request, including your order number and reason for return
- Approval: We will review and approve or decline your request within 3-5 business days
- Documentation: Provide a receipt or proof of purchase to process your return
- Return Authorization: Once approved, we will provide you with a Return Merchandise Authorization (RMA) number and shipping instructions
- Ship the Item: Pack the item carefully in its original packaging and ship to our Returns Center
- Inspection: Upon receipt, we will inspect the item and process your refund
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Refund Issued: Refunds are issued to your original payment method, minus:
- 20% restocking fee
- Round-trip shipping costs
Refunds may take 5-7 business days to appear on your account. If you have not received a refund within this period, please check your bank account first, then contact your credit card company, as it may take additional time before your refund is officially posted. If you've done all this and still haven't received your refund, please contact us at customercare@luxoracraft.com.
Partial Refunds: In certain situations, only partial refunds will be granted (where applicable). Any item that is not in its original condition, that is damaged, or that is missing parts for reasons not due to our error may be subject to partial refund.
❌ Order Cancellations
All made-to-order products may be canceled within 48 hours of placing your order. After this period, cancellations cannot be accepted, as production will have commenced.
By placing an order, you acknowledge that your item is custom-made and that once production begins, the order is non-refundable.
🔁 Exchanges (Where Applicable)
We will only replace items if they are faulty or damaged. If you wish to exchange a product for the same one, please email us at customercare@luxoracraft.com.
The delivery time of the exchanged product may vary depending on your location and product availability.
⚠️ Damaged Items
Damage to goods in transit is rare but can occasionally occur. If your furniture or product arrives damaged, we will do our best to repair it on-site or send you a replacement if necessary.
Important Steps If Your Item Arrives Damaged:
- Please inspect your item carefully at the time of delivery and note any damage or defects within 48 hours of receipt
- Take photos of any damage immediately to report to us
- Ask the delivery team to take photos as well if they are on-site
- Note any damage on the proof of delivery document and take a photo of this document
- If you sign for the goods without noting damage on the delivery document, damage claims cannot be filed
If you ask the delivery team to leave your order at the door when you are not at home, LuxoraCraft™ and the third-party transport company cannot be held responsible for any damage that occurs.
Reporting Damage:
If your item arrives damaged, please email us within 48 hours at customercare@luxoracraft.com with:
- Photos of the damage
- Photo of the delivery documents indicating the damage
- Detailed description of the delivery and the condition of the item
- Your order number
If LuxoraCraft™ is not informed of damage within 48 hours of delivery, the item cannot be claimed.
Refusing Damaged Delivery:
If you refuse delivery of your furniture due to damage, the item will be returned to the local delivery terminal. If you refuse the order, please take photos of the damage and delivery documents and send them to us immediately. We will then examine and assess the condition of the furniture.
Please note that the claims process for damaged furniture takes 2-3 months and our team will endeavor to replace or repair the item as soon as possible.
🚚 Third-Party Shipping Disclaimer
If you choose to ship your items via a carrier or forwarder outside our network, LuxoraCraft™ cannot be held responsible for any damage that occurs during transit.
If you request a third-party delivery service to hold or store your items, LuxoraCraft™ is not responsible for storage fees and cannot be held liable for any damages incurred during third-party storage.
🏷️ Sales and Discounts Policy
- Discount codes do not apply to previous purchases and cannot be combined with other promotions
- Discount codes must be applied at the time of payment during the discount dates displayed
- Sale items may be subject to specific return restrictions
🇪🇺 European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
The item must be in the same condition as received — unworn, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
📦 Return Address
All returns must be sent to our Operations & Fulfillment Center in Morocco:
LuxoraCraft™ Returns Department
Nanees Global Business LLC
Quartier Industriel Sidi Ghanem
Lotissement Maazouzia N°106
Marrakech, Morocco
📞 +212 660-408-485
📧 customercare@luxoracraft.com
Important: Items sent back to us without first requesting a return will not be accepted.
📞 Need Assistance?
For any further questions about the claims process, returns, refunds, exchanges, or cancellations, please feel free to contact us at:
LuxoraCraft™ Customer Care
📧 Email: customercare@luxoracraft.com
📞 USA: +1 (307) 429-3558
📞 Morocco: +212 660-408-485
🕒 Hours: Monday – Friday, 9:00 AM – 6:00 PM (MST)
⏱️ Response Time: Within 24 business hours
USA Headquarters:
Nanees Global Business LLC
30 N Gould Street, Suite 4000
Sheridan, Wyoming 82801
United States
"We're Here To Help — Your Satisfaction Matters To Us."
— The LuxoraCraft™ Customer Care Team