Refund policy

Returns & Refund Policy

Last updated: June 20, 2026. Luxora is intended for adults 18 and older. This page is provided for general clarity and is not legal advice.

Luxora aims to keep return and cancellation expectations clear before an order is placed.

Delivered products

Due to the hygiene-sensitive and custom nature of these products, delivered products are generally non-returnable and non-refundable.

Cancellation window

Orders may be cancelled only within 12 hours of purchase. After that, production may have begun and the 40% deposit is non-refundable. This 12-hour window is a binding term of every order. Cancellation within the window is also conditional on the order not yet having entered payment review, processing, fulfillment preparation, or production. Cancellation requests submitted after the 12-hour window will be declined.

Custom and made-to-order deposits

Custom or made-to-order products may require a non-refundable 40% deposit before production begins. If a custom order has entered production, the deposit is generally non-refundable. Any remaining balance terms will be stated on the product page, invoice, or order confirmation where applicable.

Refused deliveries and non-collection

If a customer refuses delivery, fails to complete customs clearance, or does not collect a shipment, Luxora may deduct shipping charges, return costs, customs losses, payment processing fees, or other direct costs from any amount otherwise eligible for refund, where allowed by law. Where shipping was provided at no additional charge, our actual outbound and return carrier costs may be deducted from any refund on refused, undeliverable, or non-collected orders. Shipping shown as included or complimentary reflects a price that already accounts for delivery; it does not waive these actual carrier costs in the event an order is refused, returned undeliverable, or not collected.

Damaged or incorrect orders

If an order appears materially damaged in transit, or you believe you received the wrong item, contact us promptly at concierge@luxoradoll.com with your order number, a clear description of the issue, and supporting photos where available. We review these reports on a case-by-case basis.

Non-returnable conditions

Items are generally not eligible for return or refund when delivery has been completed; a custom order has entered production; the item has been used, altered, or damaged after delivery; or the issue relates only to preference, expectation, or subjective variation that was disclosed or reasonably foreseeable from the product presentation.