Refund policy
At LUXINT, we are committed to ensuring that our customers are completely satisfied with their purchase. If for any reason you need to return an item, please carefully read our return policy below.
All returns of LUXINT products must be approved in advance by LUXINT's customer support team at official@luxintgrow.com.
1. Product Inspection
Before installing or assembling your product, please follow these steps upon receiving your order:
Upon Delivery: Check the shipping box for any damage. If damaged, do not accept the delivery. Inform the courier and contact our customer service immediately for a replacement.
After Opening: Verify that the product name and model number match your order confirmation. If there's a discrepancy, contact our customer service immediately.
2. Returns Window
Return or replacement requests must be made within 30 calendar days of the delivery date shown on tracking. Requests outside this window will not be accepted.
provided the following conditions are met:
3. Eligible Items & Conditions
| Item Type | Condition Required |
|---|---|
| LED Grow Lights | Unused, no artificial damage, original packaging with all accessories (cords, controllers, hangers) |
| Grow Tents | Unopened and sealed in original packaging |
| Accessories | Unused, like-new, original packaging |
| Free Gifts / Bundled Items | Must be returned with the main product; otherwise, the gift's retail value will be deducted |
4.Non-returnable
- Opened grow tents
- Items damaged by misuse, modification, or improper installation
- Clearance / final-sale SKUs (marked on product page)
- Items returned without prior authorization (RMA)
5. Who Pays Return Shipping
| Scenario | Return Shipping |
|---|---|
| Quality defect, damaged in transit, or wrong item sent | LUXINTGROW pays — A specific return label or other compensation arrangement for the return shipping cost will be provided based on the address. |
| Buyer's remorse / changed mind / wrong item ordered | Customer is responsible for return shipping costs |
6. Restocking Fee
Non-quality returns are subject to a 15% restocking fee, covering original outbound shipping and listing costs. This is deducted from the refund.
7. Return Process
- Submit a request to service@luxintgrow.com with: order number, product photos, a short issue description, and a screenshot of your order confirmation.
- Receive authorization (RMA) within 2 business day, with return address and — if eligible — a prepaid label.
- Pack the product in its original packaging with all accessories and the RMA number clearly visible. Photograph the sealed parcel before handing it to the carrier.
- Ship the parcel and share the tracking number with our support team ASAP.
- Inspection & refund — once received and inspected, we'll email you within 7 business days with the outcome and process the refund.
Returns sent without prior authorization may be refused by our warehouse and are not eligible for a refund.
8. Additional Provisions
1. If the returned product has any damage or parts missing, we reserve the right to refuse a refund or charge additional fees. Therefore, please include complete photos of the product (including packaging) with your return request to demonstrate that it was in perfect condition prior to shipment.
2. Any free gifts included with your order must also be returned. Missing gifts will be deducted at retail value.
3. Unfortunately, we cannot refund outbound shipping charges, including:
a. The standard shipping fee for free shipping order.
b. International shipping fee
c. Higher shipping fees.
9. Quality Issues
If your product has a quality issue, contact our customer service directly. We will assist quickly and efficiently. Please note:
1. Provide clear photos or videos showing the defect. Customer service will review your case and advise on next steps (repair, replacement, or refund).
2. Products proven to be defective can be returned or replaced free of charge.
3. Free gifts or products damaged due to misuse, improper installation, or handling are not covered.
10. Refund Options
10.1 Inspection & Timeline
Returned items are inspected within 2 business days of arrival. Once approved, refunds are issued within 3–7 business days; actual arrival depends on your bank or payment provider.
10.2 Refund Method
Refunds are issued to the original payment method (credit card, PayPal, etc.). Refunds cannot be redirected to a different account.
10.3 Partial Refunds
- Items returned with missing accessories or free gifts
- Items returned in used or damaged condition beyond normal inspection
11. Damaged, Defective, or Wrong Item
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:
- Clear photos of the outer packaging from multiple angles -Including all sides and corners of the intact package
- Clear photos of all shipping labels and carton labels on the outer box -Including tracking labels, barcodes, and any external markings
- Photos or videos of the defective/incorrect item-Must clearly show the issue (damage, defect, or wrong item)
- Order information-Order number or order screenshot
The specific compensation plan will be discussed with the after-sales department. Meanwhile, please retain the damaged packaging before the case is closed, as the carrier may require an inspection.
12. Exchanges
If a replacement is required, please first discuss the arrangement with the after-sales department.
13. Undelivered / Refused Packages
For warranty terms, see our Warranty Policy page.
Customers are responsible for coordinating delivery with the carrier. If a parcel is refused, unclaimed, or held at customs beyond the carrier's retention window and is destroyed or returned to sender, LUXINTGROW cannot provide a refund or replacement. For international orders, please monitor your tracking and respond promptly to any carrier or customs notices.
14. Contact Support
Our support team replies within 1 business day.
Customer Service: service@luxintgrow.com
Business Inquiries: info@luxintgrow.com
Hours: Monday–Saturday, 09:00–18:00 (local time)
Return Address: Provided upon RMA approval. Do not ship returns without a valid RMA.