Refund policy

Last updated: April 10th, 2024

Luxtown is a print-on-demand company, meaning that all products are unique and fulfilled or produced only once ordered. This also means that returns and exchanges are not supported if your customer ordered the wrong size, color, or simply changed their mind.

However, in case of a damaged product, defective product or a manufacturing error, Luxtown offers a free replacement or a refund if you contact us within 30 days of product delivery. Please get in touch with support and provide a clear photo showing the issue.  Replacement product cannot be altered and must be the identical item, size and design.

If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.

Please note that Luxtown will not be held responsible and will not offer replacements or refunds if the wrong design, size or color was ordered. In case of an unsuccessful delivery, you can opt for either a replacement with an extra charge or a partial refund. For custom products, there is a tolerance of 0.125" or 1/8” for design placement, meaning that minor variations in the placement of the design will not be considered defects.

The default return address for items is set to the Luxtown facility. Upon receipt of a returned shipment, we will notify you via email. Any returns that remain unclaimed for 30 days will be destroyed. If you use a return address other than Luxtown’s, you assume responsibility for any returned shipments.

Incorrect Address - If an address provided by you or your customer is deemed insufficient by the courier, the shipment will be returned to our facility. You are responsible for the costs of reshipment once a corrected address is provided.

Unclaimed Shipments - Shipments that are not claimed will be returned to our facility. You are responsible for the costs associated with resending the shipment to yourself or your customer, as applicable.

Returns Initiated by Customers - We recommend instructing your customers to contact you before they return any products. You are responsible for any costs associated with returns or exchanges, which should be offered at your discretion. If you accept returns or exchanges, you will need to place a new order at your own expense for any new products.