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Cancellation Policy

Our cancellation policy

You understand that LUX / EROS (“Company”) products are handmade and/or made to order, and imperfections are inherent in the beauty of the products.   Additionally, because many of the items are handmade and/or made to order, we cannot prevent slight variations including but not limited to those in color, shape, size, weight.  Particularly, because we cannot control the color reproduction of a customer’s computer monitor, we cannot guarantee that the actual print color will precisely match any preview or image as it appears on your monitor. In addition, actual sizes may vary.  Company is not responsible for any variations except those that are material, and Company is not liable for the final color appearance of any products. Therefore, all sales are final unless one of the exceptions below applies. Please read the following terms carefully.

 

Eligible Returns for Refund

You may return an item ONLY if it:

Breaks or is damaged in transit;

Is not as described on our Site; or

There was a mistake on our part (e.g. we sent the wrong item).

 

You may request a refund in the original form of payment or a LUX / EROS credit.  Requests for a refund in the original manner of payment will be processed within 7 to 10 business days from our receipt of the eligible item. If the credit card used in connection with the purchase is expired or invalid, the refund will transfer over to you less any fees incurred by us if any, to your new card if it is with the same bank.  If this is not possible, we will issue a check to the billing address on the credit card.  Please note, it may take up to two monthly billing cycles for the refund to appear on your credit card statement. 

 

 

In the event you wish to make a return/exchange due to any of the foregoing reasons, we agree to absorb shipping costs associated with the return and replacement of items.  We will provide a return shipping label via email for your convenience within 2 business days of receiving notice at hello@lux-eros.com of your request to return an eligible item.

 

 

If you wish to return an eligible item that was received as a gift, contact us, and you will receive your refund in LUX / EROS credits.   

 

Returns for all other reasons will not be accepted.

 

Eligibility Window for Returns

Eligible item(s) must be returned or exchanged within 21 days of the item shipped date.  Returned items must be unused, unworn, unwashed, and undamaged (unless due to our mistake as specified above). Please return items in their original packaging, including: hangers, plastic wrap, hang tags on garments, and gift boxes.

 

If you have any questions or concerns at all, please do not hesitate to contact us at hello@lux-eros.com

 

 

LUX / EROS Event Cancellation Policy

Registration for LUX / EROS event guests closes at 8am on the third day prior to the event.  Therefore, no signups will be accepted after that time.   For example, if the event is on May 30th, signups close at 8am on May 27th.

 

If you wish to cancel your event registration for any reason, please email us at hello@lux-eros.com to inform us of your change in schedule as quickly as possible, as LUX / EROS is eco-friendly and wishes not to waste products or food. We kindly appreciate it. Please note that certain refund limitations, outlined below may apply.

Cancellation Eligibility Windows

You may cancel and receive a full refund, only while registration is still open. Once registration closes, no refunds of any kind will be issued.

 

Requests for a refund in the original manner of payment will be processed within 7 to 10 business days from our receipt of notice of eligible cancellation. If the credit card used in connection with the purchase is expired or invalid, the refund will transfer over to you less any fees incurred by us if any, to your new card if it is with the same bank.  If this is not possible, we will issue a check to the billing address on the credit card.  Please note, it may take up to two monthly billing cycles for the refund to appear on your credit card statement.

 

 

Shipping Policy

 

LUX / EROS products are one of a kind and made to order.  Please allow up to six weeks for the artist to hand craft your order and delivery.

 

We offer several different UPS shipping methods to meet your delivery needs.  To find out how much shipping is, proceed to checkout with the item(s) in your cart. The shipping cost for the order will be displayed in the “Select Shipping Option” section of the checkout page.  We calculate our shipping cost for each shipping method based on the type, quantity and weight of items you order.  Your shipping and handling charges are summarized at checkout, and a tracking number will be emailed to you when your order ships.

 

Your items may arrive in different shipments.  Depending on the type, quantity and weight of items in your order, we may pack and ship them in different packages to ensure they arrive on time and undamaged.  You will never be charged more for shipping and handling than what appears at checkout.

 

LUX / EROS does its best to ensure your delivery arrives on time.  However, delivery dates are not guaranteed and there may be a number of unforeseen reasons why your items will arrive after the estimated arrival date.  Delivery to a P.O. Box or APO/FPO address, to Hawaii, Alaska, issues regarding designs or media may all delay delivery of your order.