Refund policy

Return & Refund Policy

Return Window We have a 30-day return policy, which means you have 30 days after your item is delivered to request a return.

Order Cancellations We accept order cancellations before the shipping label has been created.

  • How to Cancel: Please email us immediately at sales@lugxery.com with your Order Number and request to cancel.

  • Timeframe: We aim to process orders quickly. If your order has already been packed and a shipping label generated, we cannot cancel it. In that case, you will need to wait for the item to arrive and then follow the standard Return process below.

Damages and Issues (Defective/Wrong Item) Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately. In these cases, we will provide a prepaid return shipping label at no cost to you.

Exceptions / Non-Returnable Items

  • Samples & Decants: Due to the nature of hand-decanted samples, we cannot verify if a sample has been used or tampered with once shipped. Therefore, all sales of Sample Vials and Decants are Final Sale and cannot be returned or exchanged.

  • Opened Products: To be eligible for a refund, full bottles must be in the same condition that you received it: unopened, unused, sealed in its original packaging (including cellophane wrap), and with all tags, caps, and inserts intact.

Standard Returns (Change of Mind) If you wish to return an eligible item (unopened full bottle) due to a change of mind:

  • Return Shipping Cost: We will provide you with a return shipping label for your convenience. The cost of this label will be deducted from your refund amount.

  • Restocking Fees: We do not charge a restocking fee for returns that meet the requirements above.

How to Start a Return To start a return, contact us at sales@lugxery.com. If your return is accepted, we will send you a return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.

Our Returns Center Location For transparency, authorized returns are processed at our facility located at: lugxery.com (Lugxery LLC) 3 Woodside Ln Burlington, MA 01803 United States (Please note: You must use the prepaid shipping label we provide; do not send items to this address without prior authorization.)

Refunds We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.