At Luxora House, we are committed to providing a distinctive shopping experience. If you wish to exchange or return a product, please review the following policy:

First: How to Request a Return

1. Submit a return request through the Returns page in the store.
2. After reviewing the request, we will coordinate with the shipping company to collect the product from your address.
3. Once the product arrives at Luxora House warehouses, is inspected, and confirmed to meet the return conditions, the refund will be processed according to the original payment method.

Second: How to Request an Exchange

1. Submit an exchange request through the Exchanges page in the store.
2. We will coordinate with the shipping company to collect the product.
3. After receiving and inspecting the product and approving the exchange request, you can choose the replacement product, which will be shipped to you after completing the procedures.

Return and Exchange Conditions

• The customer may request a product return within 5 Days from the date of receipt.
• The customer may request a product exchange within 14 days from the date of receipt.
• The product must be:
  • In its original condition and unused.
  • In its original packaging.
  • Accompanied by all original accessories, gifts, and cards (if any).
• All products are subject to inspection by the quality control team before final approval of the return or exchange.
• The shipment must be handed over to the shipping company designated by customer service within 48 hours of request approval.
• It is recommended to take photos of the product before handing it over to the courier and keep them as proof of the product’s condition at the time of delivery.

Non-Returnable and Non-Exchangeable Products

Products cannot be returned or exchanged in the following cases:

• If the product has been used or has suffered any damage.
• If the product has been modified or customized based on the customer’s request (e.g., shortening a watch strap or any other modification).
• If the product is not in its original condition or is missing any accessories or original packaging.

Return and Exchange Fees

• If the reason for the return or exchange is not due to an error by Luxora House, the customer will bear a service fee of 99 SAR.
• Shipping fees may also be deducted according to the store’s policy if the order does not qualify for free shipping or if the return is due to the customer.

Refund Processing

After receiving and inspecting the product and approving the return request, the amount will be refunded to the original payment method within the following period:

• Mada, Tabby, Tamara: Within 7 business days.
• Credit Cards: From 14 to 21 business days, depending on the procedures of the issuing bank.

Cashback Program

If the order benefited from the Cashback program and the product is returned, the cashback value associated with the returned product will be deducted or canceled from the customer’s balance.

Important Notes

• If the product arrives damaged or different from the order, please contact customer service within 48 hours of receipt, attaching photos showing the condition. The request will be processed without charging the customer any fees.
• Luxora House reserves the right to reject any return or exchange request that does not meet the conditions outlined in this policy.