Cancellation and Return Policy

This cancellation and return policy applies exclusively to purchases made through our online platform. For items bought at our retail location, kindly reach out to us directly for guidance on returns or cancellations.

At Luxx Nova, we recognize the significance of selecting the perfect dress for your special day and have crafted our cancellation and return policy with this profound understanding. Given the custom, made-to-order nature of our gowns, it’s essential to acknowledge that once the tailoring process has been initiated, the materials and resources dedicated to your garment cannot be repurposed.

CANCELLATION POLICY

No cancellation may be made after payment is applied.

You can initiate order cancellation before you make a payment by sending an e-mail to the following address: info@luxx-nova.com.

Luxx Nova reserves the right to cancel an order that we have accepted where exceptional circumstances occur that will not allow us to deliver the product to you in the agreed period and/or with the required characteristics and/or quality. In this case, we will notify you by email and promptly refund the full amount of the paid purchase price. You may not claim any damages or costs, and we will have no liability for any damages or costs that arise as a result of Luxx Nova’s decision to cancel your order.

RETURN POLICY

We are dedicated to ensuring your complete happiness with your purchase. Upon delivery, we kindly ask you to examine the dress to confirm it matches your order specifications. We encourage trying on your dress promptly without making any alterations, washing it, or detaching any tags. If you find that your purchase doesn’t meet your needs or expectations, you may consider returning it, subject to certain conditions.

Eligible Return Items: Only standard-size and standard-length dresses, ordered without any custom changes or alterations, qualify for a return. The dress must be in its original, unworn, and unused condition, with all labels and tags still attached and no alterations made.

Non-returnable Items: Items that are not eligible for return or exchange include:

  • Bridal robes, lingerie, and accessories
  • Dresses made to custom sizes or lengths
  • Dresses ordered with any changes or customizations to the original design
  • Items bought on sale or through sample sales
  • Items that are used, damaged, soiled, or missing original tags

Initiating Return: To initiate a return, you must contact us via e-mail info@luxx-nova.com within 72 hours of receiving your dress. Without authorization requested within the 72-hour window, all sales become final. Unauthorized returns will be refused and returned to the sender at the sender’s cost.  

Shipping: For dresses eligible for return, we will provide you with a return authorization and a pre-paid return label upon approval. You must ship the dress back to us within 72 hours of receiving this authorization. Please note, the cost of shipping the dress back to us using our pre-paid label will be deducted from your refund.

Quality Check Upon Return: All returns authorized by us will undergo a quality check upon receipt to confirm they meet the return conditions.

Allergy Alert: We cannot accept returns of any dresses that show signs of pet exposure, including, but not limited to, pet hair. This policy is in place to maintain our dresses in an allergen-free condition. We kindly request that all dresses be tried on in a pet-free environment. This helps ensure that the dresses can be returned in accordance with our policy should the need arise.

If a returned item is found to have pet hair or shows any signs of pet exposure, the following options will be available to the customer:

  1. The item will be sent back to the customer at their own expense, and no refund will be issued.
  2. A professional cleaning fee will be deducted from the refund to cover the cost of making the item suitable for resale. The amount of the fee will be communicated at the time of the return inspection.

Refunds: Refunds exclude all shipping, handling, and rush production charges. A restocking fee of $250 per dress applies to all authorized returns. Refunds, less the restocking fee, and any additional charges will be processed to the original payment method after we receive and inspect the returned item. Please allow up to 15 business days for your refund to be processed.

DEFECTIVE/DAMAGED MERCHANDISE

If your product arrives damaged or defective, report the issue to us at info@luxx-nova.com within 72 hours of receipt, including any photographic evidence. This will ensure we can address and resolve the issue promptly.

REFUSED DELIVERY

The price of the product and shipping cost are non-refundable for undelivered packages or refused deliveries. This includes issues related to non-existent addresses, undeliverable shipments, unpaid duties, taxes, or confiscation by customs. Eligibility for a return or exchange is determined by our Return Policy.