Refund and Return Policy

Last updated: November 2026

At Luxe Home Store, we want you to be happy with every order. This policy explains when we offer exchanges or refunds, and how to request one. By placing an order on luxehomestore.pk, you agree to this policy.

1. Our Policy in Short

We offer exchanges for products that arrive damaged, defective or incorrectly delivered. We do not offer returns or exchanges for change of mind, or for products that were delivered correctly and in good condition.

2. When You Can Request an Exchange

You can request an exchange if your product arrives damaged or broken, has a manufacturing defect or does not work as it should, or is not what you ordered (wrong item, wrong size, wrong colour or wrong variation).

3. When We Cannot Accept an Exchange

We cannot accept requests for products that were delivered correctly and in good condition, damage caused after delivery (misuse, wrong fitting, accidents, normal wear and tear), products that have been used, washed, altered or are missing their original packaging, accessories or tags, or requests made after the time limit in section 4. Because of hygiene, we also cannot exchange insoles, pillows and similar personal use items once they have been opened or used, unless they arrived damaged or defective.

4. Time Limit

Please contact us within 48 hours of receiving your order. Requests made after that may not be accepted, because we cannot confirm the condition of the item at delivery.

5. How to Request an Exchange

1. Contact us on WhatsApp at +92 307 8634243 or by email at Luxehomestore@sales.com within the time limit.
2. Send your order number, your name and phone number, and a short description of the problem.
3. Send clear photos of the product and its packaging. For damaged parcels, a photo of the outer packaging helps.

We recommend recording a short unboxing video when you open your parcel. It makes it quicker to confirm and resolve any problem.

6. After You Contact Us

Our team will review your request and reply as soon as possible. If it is approved, we will tell you how to send the item back, or arrange pickup where available, and we will send the replacement once the product is received and checked. Delivery of the replacement usually takes 5 to 7 working days, depending on your location.

If we ask you to return the item, please pack it safely in its original packaging with all accessories included.

7. Refunds

Our standard solution is a replacement. If we cannot replace the product (for example, it is out of stock), we will offer you a refund instead. Because we accept Cash on Delivery, approved refunds are sent by bank transfer or mobile wallet to the account details you give us, within 7 to 10 working days of the returned item being received and checked.

Delivery charges are refunded only if the mistake was ours (wrong or defective product).

8. Shipping Costs

If the exchange is for a damaged, defective or wrong product, we cover the cost of sending the replacement, and the return shipping where we have asked for the item back. For any other case we agree to, the customer may need to cover shipping costs.

9. Cancelling an Order

If you want to cancel before your order is shipped, please contact us as soon as possible. Whether we can cancel depends on its processing status. Once an order has been dispatched, it can no longer be cancelled, and the exchange policy above applies.

10. Refused or Unclaimed Orders

If a Cash on Delivery order is refused or not collected without a valid reason, we may ask you to pay the delivery charges before placing another order with us.

11. Contact Us

If you have questions about this policy, contact us:

Luxe Home Store
WhatsApp / Phone: +92 307 8634243
Email: Luxehomestore@sales.com
Website: luxehomestore.pk