Shipping, Return and Refund Policy

Last Updated: [December, 2025]

This Shipping, Return and Refund Policy (“Policy”) governs all purchases made through www.luxsenz.com (“Website”). By placing an order on this Website, you acknowledge that you have read, understood, and agreed to be bound by the terms and conditions set out herein.

1. Shipping Policy

1.1 Order Processing

1. All orders are processed within one (1) to two (2) business days following successful payment confirmation.

2. Orders placed on weekends or Malaysian public holidays shall be processed on the next available business day.

1.2 Delivery Timeframes

1. Klang Valley (Malaysia): Estimated delivery within one (1) to three (3) business days after order processing.

2. Other regions within Malaysia: Estimated delivery within five (5) to seven (7) business days after order processing.

3. International orders (if applicable): Delivery times may vary depending on destination, customs clearance, and courier service providers. www.luxsenz.com shall not be liable for delays caused by such external factors.

1.3 Shipping Fees

1. Shipping fees are calculated automatically at checkout based on package weight, dimensions, and delivery destination.

2. Any promotional free-shipping offers shall be clearly stated on the Website and are subject to specific terms and conditions.

1.4 Order Tracking

Upon dispatch of the order, a shipment tracking number shall be provided to the customer via email, subject to courier availability.

2. Stock Availability

1. Product availability is subject to change without prior notice.

2. In the event that an ordered item becomes unavailable after purchase, www.luxsenz.com reserves the right to notify the customer and offer one of the following remedies at the customer’s discretion:

   • Await restocking and delivery on a mutually agreed date;

   • Exchange for an alternative product of equal value; or

   • Receive a credit note equivalent to the value of the unavailable item, redeemable for future purchases on the Website.

3. Return and Exchange Policy

3.1 General Conditions

1. Returns and exchanges are strictly limited to cases where products are damaged, defective, incorrect, or incomplete upon delivery.

2. Order cancellations, product changes, or payment method modifications are not permitted once an order has been successfully placed and confirmed.

3. All requests are subject to verification and approval by www.luxsenz.com.

3.2 Incomplete Orders

1. Customers must notify www.luxsenz.com within three (3) calendar days of receipt if any item is missing from the shipment.

2. A verification video must be submitted via WhatsApp clearly showing:

   • The shipping label affixed to the parcel; and

   • The contents of the parcel as received.

3. Failure to provide sufficient evidence may result in rejection of the claim.

4. Upon verification, the customer shall be informed of the next steps within twenty-four (24) business hours.

3.3 Incorrect Items

1. If an incorrect product is received, the customer must report the issue within three (3) calendar days of delivery.

2. A verification video showing the shipment label and received items must be provided.

3. The product must remain unused and in its original packaging, including all accessories and the original invoice.

4. Upon approval, www.luxsenz.com shall arrange for an exchange or re-shipment at its discretion.

3.4 Damaged or Defective Items

1. Customers must notify www.luxsenz.com within three (3) calendar days of receiving a damaged or defective item.

2. A verification video must clearly display:

   • The shipment label; and

   • The damaged or defective product.

3. The item must be retained in its original condition, packaging, accessories, and invoice for assessment purposes.

4. Reporting Deadline

1. All issues relating to damaged, defective, incorrect, or incomplete items must be reported within three (3) calendar days from the date of receipt.

2. Reports submitted after this period shall be subject to management review and approval and may be rejected without obligation.

5. Return and Exchange Address

All approved returns or exchanges must be shipped to the following address:

Luxsenz Sdn Bhd (914183-M)
48-2, Jalan Radin Anum 2,
Bandar Baru Seri Petaling,
57000 Kuala Lumpur. Malaysia

6. Additional Terms

1. Returned items must be received and inspected before any exchange or replacement is processed.

2. www.luxsenz.com reserves the right to refuse any return or exchange that does not comply with this Policy.

3. This Policy may be amended at any time without prior notice, and the version published on the Website shall prevail.