At Lux Yard and Homes, your satisfaction is our priority. We understand that sometimes products may not meet your expectations or may encounter unforeseen issues. That’s why we’ve crafted a comprehensive 30 day Return and Refund Policy to ensure your piece of mind when shopping with us.
Easy Returns within 30 Days
If you’re not completely satisfied with your purchase, you can return the product within 30 days of the delivery date for a full refund.
Return Conditions
- Item must be unused.
- Item must be in its original delivery condition.
- All original packaging and accessories must be included.
- Photographic evidence of the item's condition is required.
- Items not returned in original condition may not be eligible for a refund.
Simple Return Process
We want to make returning items as easy as possible for you. Here's how it works:
- Initiate Return by Email:
- Send an email to sales@luxyardandhomes.com with your order number and a request for a refund.
- Include photographic evidence of the item's condition to expedite the process.
- Review and Assistance:
- Our team will review your request within 24 hours and respond with further assistance.
- Return Label:
- Once your return is approved, you'll receive a return label (printable, you will cover the return shipping cost).
- Return the Item:
- Print the label, securely package the item(s), and ship it back to us using the provided return label.
Note: You will be responsible for the return shipping costs of the item(s) in your order.
By following these steps, you can return your item quickly and easily.
Swift Refund Processing
Once we receive your returned package, our team will conduct a quality check to ensure the item is in unused condition and all original parts and accessories are included. If the item passes inspection, we will issue a full refund. Please allow up to 7 business days for the refund to appear in your account.
Restocking Fees
Due to the specialized nature of our outdoor living products, including their size, weight, we incur significant costs associated with returns, including shipping, handling, and restocking. To offset these expenses, a 20% restocking fee is applied to all returned items except for items that arrive damaged. The restocking fee is non-refundable.
Cancellations (Before Order Ships)
Need to cancel your order? We understand!
To ensure a full refund, contact us as soon as possible before your order ships. You can reach us by:
If your order has already shipped: We are happy to accept returns, but a standard return fee will apply. This fee includes the cost of return shipping and a 20% restocking fee. For more details on processing returns after shipment, please refer to our full return policy above.
Custom Order Cancellation and Refund
Please note: Custom or made-to-order products cannot be cancelled or returned once production begins. These products are built specifically for your order and go into production shortly after order placement. We clearly mark custom and made-to-order products in the product description.
If you're unsure whether a product is custom-made, feel free to message us or call us before placing your order.
Warranty: While custom-made products are non-refundable, your warranty guarantees a fully functional and operational product.
Final Sale: All sales are final for custom-made and made-to-order products.
Exchange Policy
At Lux Yard and Homes, we want you to be completely satisfied with your purchase. If you need to exchange your product, you may do so within 14 days of the original purchase date, provided the item is unopened and unused, and in its original condition with all original packaging and accessories.
Exchange Process:
- Contact Us: Please contact our customer service team at sales@luxyardandhomes.com or (254)-503-5382 to initiate the exchange process. Provide your order number and the reason for the exchange.
- Return Shipment: You will be responsible for shipping the original product back to us. Please ensure the item is in its original condition with all original packaging and accessories.
- Exchange Order: Once we receive and inspect the returned item, we will process your exchange order. If the desired item is in stock, we will ship it to you. If the item is out of stock, we will contact you with options.
- Shipping Costs: Please note that you are responsible for all shipping costs associated with the return and exchange process.
Please note: The 20% restocking fee (except for damaged items) applies to exchanges.
Important Considerations:
- Items must be unused and in their original condition to be eligible for exchange.
- We reserve the right to refuse an exchange if the product is used, open and not in its original condition and packaging.
- Exchange items are subject to availability.
- If the exchanged item is of a different value, a price adjustment will be made accordingly.
By following these steps, we hope to make the exchange process as smooth as possible for you. If you have any questions or require further assistance, please don't hesitate to contact our customer service team.
What to do if your Item Arrives Damaged?
Please inspect the packaging of your item(s) upon arrival. If you notice any damage, make a note of it when signing for delivery. In case of damage, take photos of the damaged item(s), the box, and the SKU label, along with a brief description of the damage, and email it to us at sales@luxyardandhomes.com within 24 hours of receiving the shipment. This will help us process an insurance claim on your behalf.
Please note: Any punctures or visible signs of exterior damage must also be reported within 24 hours of arrival for a valid freight damage claim.
Product Warranty
Warranties vary depending on the manufacturer. Please refer to the individual product page for specific warranty details. Warranty claims typically address issues that develop over time through use, not damage upon arrival. If an item arrives damaged, it's crucial to report it within 24 hours as mentioned above.
BOGO Promotions
If you purchase items under a Buy One, Get One (BOGO) promotion, both items must be returned for a full refund. If you return only one item, you can choose between a replacement for that item or store credit equivalent to the full price of one item. Please note that standard shipping costs and potential restocking fees (dependent on the manufacturer) will apply to returned items. Refunds will be issued to the original payment method.
Example: If you purchased two items under a BOGO offer and return only one, you can receive a replacement for that item or a store credit equivalent to the full price of one item.
Chargebacks
We strive to provide excellent customer service. If you encounter any issues with your order, please contact our customer support team before filing a chargeback. We're committed to resolving any problems efficiently.
Unnecessary chargebacks may result in legal action.
Thank you for shopping with us!
