Policy

Our Return Policy

Luxez accepts returns or exchange for all bedding, bed linen, towel, mat, amenities and electrical. Return or exchange goods deem valid and acceptable if meeting the following conditions:-
 

 
  •  Return or exchange MUST initiate within 14 days of goods received date (Parcel Received Date)

  •  Return or exchange goods must be unused and with original label intact.
  • Return or exchange goods under change of minds or bought a wrong item or size, customer has to bear the shipping cost for sending back the items back to company before initiate refund or exchange.

At Luxez, we warrant that all items are brand new, and free from any manufacturing defects. If any defects that due to manufacturing or mishandling from our ends, we will accept return and exchange for another one or replacement for similar item with same amount value. Amount top-up required should customer opt for higher value replacement item.
 
For mattress and furniture are non returnable, but it's exchangeable or repairable should there are defects which stated in warranty card or warranty page for each item.

To initiate a return or exchange, customer needs to send email with product photo to sales@luxez.com.my

Our Fulfillment Delivery Policy

  • All deliveries are only within Malaysia. 

  • NO P.O. Box or International Address allowed.

  • Please DO NOT Accept the parcel if the seal is broken, or you suspect the parcel was opened.

  • Please give the address whereby reachable in daytime from 9am - 6pm, Monday to Friday.

  • Once your item was packed, we will send you a tracking number, please follow the given link to track your parcel until you received it.
  • Should you saw you parcel was unusually sending back and forth in a few courier hub, or been received other than you or your authorized personal. Please contact our customer service immediately.
  • Please take note that we INSIST 1(ONE) Tracking number for 1(ONE) Piece of Parcel only.
  • Shipping cost will be stated at checkout page for each item. Should there is campaign for FREE Shipping, then it will be waived.
  • All orders will be fulfilled and send out latest by next business day. Should there is unstock or any other unforeseen circumstances, our customer service will contact respective customer seeking solution. Worst senario, we will refund in full to respective customer.
  • Delivery leadtime by our appointed courier company varies from 2-5 working days for West Malaysia (WM), and 7-14 Days for East Malaysia (EM).
  • Purchased item will be packed by normal plastic materials good enough to give protection to the items. Should customer required special packing material like gift box or wrapping paper, they need to send request to customer service.

Luxez Better Cotton Policy

Cotton is one of the oldest fiber being use by human for various usage since 5500 BC. It is soft and fluffy staple fiber that grow in a boll. However, there are various genetic of cotton being planted all around the world. And being processed by advanced machinery to further breakdown the variety of the cotton.

In the complex commercial world, various marketing terms being used to differentiate the type or finishing of cotton fabric for each individual brand.

Under Better Cotton Policy, we show our commitment to give a better quality of cotton against our competitors or within the same price bracket. We believe by a better cotton quality product will have better hand feel, lasting and most importantly keep customer coming back.