Before requesting a return, refund or exchange, the Customer should understand when LUXORA AXIS SDN. BHD. 202601024260 (1686357-H) (the Company) is able to help. The conditions are limited, but clear.
Determining Eligibility
As a rule, items are not exchangeable or refundable. An exception applies only where one of the following is true.
The Company sent the wrong item.
The item received does not match the specifications, description, features or information advertised.
The item arrived spoiled, damaged or defective.
Delivery exceeded the timeline stated in the shipping policy.
Gathering the Required Evidence
A continuous unboxing video showing the unopened parcel, the shipping label, the packaging and the item.
A first-use video, where that applies to what was purchased.
Photographs, order details or other supporting documents, if requested.
Submitting a Request
Requests must be sent to luxora_axis@outlook.com within 24 hours of receiving the item.
A request submitted after that 24-hour window, or without the required evidence, will not be accepted.
Questions about any of this are always welcome. The team can be reached through any of the following:
📧 Email: luxora_axis@outlook.com
🏢 Address: 60, CECIL STREET, 10300 GEORGE TOWN PULAU PINANG
🌐 Website: https://luxora-axis.com/contact-us/