CANCELLED ORDERS, RETURNS & REFUNDS
Orders for Immediate Delivery products may be cancelled with no change prior to item shipping. An item has been deemed shipped when we have generated a tracking number. In some cases, due to time restraints, information might not have been transmitted to the customer, these orders may not be cancelled (we allow a 24 hour window).
On exceptional basis, we may elect to accept In Stock products back into out own stock after they have shipped. Where we make this arrangement, a restocking fee will be negotiated and will not be less than 30% of the item plus freight (inbound +outbound).
Orders for Special Order items may not be cancelled once the order has been confirmed by us and secured by a 50% non-refundable deposit. We do not offer refunds of the deposit once the order has been confirmed.
DAMAGE (due to shipping)
Please inspect all shipment immediately upon arrival and contact us within 48 hours of receipt to report damaged or defective shipments. Claims for damages to products that are not a result from defects in material or workmanship are the responsibility of the shipping carrier. If the shipment arrives with visible damages (crushed box, broken crate, moisture, etc) please note the damages in writing on the carrier's delivery receipt before signing the release document. A claim for shipping damages will not be accepted unless damages are noted on the carriers delivery receipt. Digital photographs of damaged goods and boxes will be required for replacement of damaged goods. Please save all damaged cartons until any claim with the carrier is settled.
Whether or not an item is damaged (and deemed not damaged by the carrier will be at the discretion of African Luxe). If we determine that the damage occurred during shipping we will issue a Return Authorization Number and Authorization Label. Return Authorization numbers are valid for 10 days. If an item is postmarked after this time, it will be refused and the item returned to the sender.
REFUND POLICY FOR DEFECTIVE PRODUCT
We personally examine each item before it ships. We accept returns for defective products only. Please contact us in 5 business days about the defective items. No returns can be made without our authorization and a return ID number. We can only accept returns or defective product as long as the protocols have been adhered to upon receiving the product as per our instruction.
REFUND POLICY FOR NON-DEFECTIVE PRODUCT
We want you to be happy with your product. If you are not happy with your product and it is not a custom order, we will accept the refund if notified within 5 business days. AfricanLuxe strives to achieve the highest level of customer service. We want you to be fully satisfied with every item that you purchase from us. If you are not satisfied with an item that you have purchased online, you may return the unused item within 7 business days for a refund of the purchase price, minus 20% restocking fee. Items can only be returned with our authorization, in original packaging and in its original condition. Sale or discounted items are not eligible for refund. All custom items are not refundable or exchangeable. Items must be returned in new condition, in original packaging (whenever possible) and with all paperwork, parts and accessories to ensure the credit. Refunds are authorized by AfricanLuxe only. Please advise if you wish to return an item. Shipping inbound and outbound costs for these items are at the buyers expense. Your refund will be processed in the exact form as the original payment minus the 20% and inbound and outbound shipping costs, within 7 business days after we have received and inspected the item.
WHAT HAPPENS IF WE SHIP YOU THE WRONG ITEM?
You will be refunded the outbound and inbound shipping cost if the return is a result of a manufacturer error or a shipping error on our part. Please contact us and we will provide a label for return but we need to be contacted within 7 business days to make these arrangements.
For customer service questions regarding your order and return address labels or assistance, please email us at firstname.lastname@example.org
4450 Witmer Industrial Estates
Niagara Falls, NY 14305, USA
Call: Toll-Free 1.844.333.LUXE (5893)