Refund policy

Luxuntique products are specially sourced, imported, and reserved individually for each customer. Because of this, a strict “final sale” policy applies, with limited exceptions as outlined below.

1. All sales are final

  • Standard Pre‑Order Items: Items marked as "Pre‑Order" are specially sourced and imported individually for each customer. All standard pre‑orders are strictly final sale with no returns, refunds, or exchanges accepted. All items are verified for authenticity and product details before dispatching to Sri Lanka. Customers agree to provide accurate details about sizes, colours, and models when placing orders. Items shipped and delivered to Sri Lanka are not accepted for return or refund, except in the rare cases outlined in Section 2 below.

  • Mutual Trust (Zero-Upfront) Pre-Orders: These rare, specially approved orders are strictly and irrevocably final. Because Luxuntique assumes 100% of the upfront financial risk to import these items based on your commitment, these orders are entirely excluded from any cancellations, returns, refunds, or exchanges under any circumstances.

  • Stock Items: For items we maintain in our local inventory, we deliver each piece in pristine condition with care, and we encourage our customers to treat them with the same love. The sneaker community is all about care and passion. If you wish to return or exchange a stock item, simply ensure it's ready for another caring hand—unused, undamaged, in original packaging with all accessories and tags. Returns and exchanges for stock items are subject to the conditions in Sections 2, 3, and 4 below.

All confirmed orders and pre‑orders (online or in‑store) are final sale. Once an order is placed and the deposit (or formal Mutual Trust agreement) is received, it cannot be cancelled, returned, or refunded simply due to a change of mind, incorrect choice of size, colour, or model, or any other personal preference. Customers are responsible for carefully checking product details, sizing, colour, price, and contact information before confirming an order.

2. Exceptions – defective or not as described

Subject only to applicable Sri Lankan consumer protection laws, Luxuntique may consider a return, exchange, or partial refund if:

  • The product is materially defective, damaged, or not functioning as intended on arrival; or

  • The item received is clearly different from what was invoiced and confirmed (for example, wrong model, size, or colour compared with your order confirmation).

In such cases:

  • You must notify Luxuntique within 3 days of delivery with clear photos, videos, and a written description of the issue.

  • Items must be unused, in original condition, and with all original packaging, tags, and accessories.

  • Luxuntique will review the evidence and may request that the item be returned for inspection before any decision is made.

  • Depending on the assessment, Luxuntique may, at its sole discretion and where legally permitted, offer one of the following remedies: repair (where possible), replacement with the same or similar item, or partial/full refund/credit.

Note for Mutual Trust Orders: Because Zero-Upfront orders are inspected by the customer prior to final payment and handover, they are exempt from post-purchase return claims once the handover is complete and accepted.

3. Non‑eligible cases

Returns, refunds, or exchanges are not available if:

  • You decide you no longer want the item after ordering (“change of mind”);

  • You attempt to refuse or cancel a Mutual Trust (Zero-Upfront) pre-order upon its arrival to avoid payment;

  • The product does not fit due to an incorrect size chosen by you;

  • Minor colour variation occurs due to device screens or studio lighting;

  • Normal signs of factory handling, packaging creases, or minor box damage that do not affect product use are present; or

  • You fail to follow care instructions, causing damage or wear.

4. Process for any approved return

If Luxuntique authorises a return (typically only applicable to Stock Items or severe factory defects):

  • You must ship or bring the product back within the timeframe instructed, and the customer must provide and pay for return shipping.

  • Shipping or handling costs may not be refundable unless required by law or explicitly agreed.

  • Approved standard returns are subject to a 15% restocking fee.

  • Refunds (where approved, less the restocking fee) will be issued to the original payment method within a reasonable processing period after inspection.

By placing an order with Luxuntique—whether via a deposit or a Mutual Trust agreement—you acknowledge that all sales are final except where a genuine defect or misdescription is proven in line with applicable law. Customers defaulting on Mutual Trust agreements forfeit all return privileges and will be subject to immediate legal payment recovery.