Understanding Our Exchange Policies

Introduction:

At Reallux, we strive to ensure your satisfaction with every purchase. To facilitate a smooth exchange process, it’s important to understand our exchange policies. Here’s a comprehensive guide to our exchange policies to help you navigate the process with ease.

Exchange Eligibility:

1. Condition of Items:

   • Items must be in new and unused condition.
   • Original tags, packaging, and any accessories must be intact.

2. Return Window:

   • Items must be returned within 30 days of the purchase date to be eligible for exchange.

3. Proof of Purchase:

   • A valid proof of purchase, such as a receipt or order confirmation, is required for all exchanges.

Items Not Eligible for Exchange:

1. Personalized or Custom Items:

   • Items that have been personalized or custom-made to your specifications are not eligible for exchange.

2. Final Sale Items:

   • Items marked as “Final Sale” or “Non-Returnable” are not eligible for exchange.

3. Hygiene Products:

   • For hygiene reasons, certain products such as earrings, intimate apparel, and swimwear are not eligible for exchange if the packaging has been opened.

4. Damaged or Altered Items:

   • Items that have been used, damaged, or altered from their original condition are not eligible for exchange.

Special Considerations:

1. Defective Items:

   • If you receive a defective item, it may be eligible for exchange regardless of the standard eligibility criteria. Contact customer support immediately with details and photos of the defect.

2. Incorrect Items:

   • If you receive an incorrect item (different from what you ordered), it is eligible for exchange. Contact customer support to arrange the return and exchange.

3. Gifts:

   • If the item was received as a gift, exchanges might be processed under the original purchaser’s account. Contact customer support for assistance with gift exchanges.

Exchange Process:

1. Initiate the Exchange:

   • Log in to your Reallux account, navigate to your order history, and select the item you wish to exchange. Follow the instructions to start the exchange process.

2. Return Authorization:

   • Once your exchange request is approved, you will receive a return authorization and instructions on how to send back the item.

3. Return Shipping:

   • Choose your preferred return method:
     • Prepaid Return Label: Print a prepaid return shipping label provided by Reallux.
     • Drop-off: Drop off the item at a designated return location or store.
   • Pack the item securely in its original packaging, including all accessories, tags, and documentation. Include the return slip or a copy of the exchange confirmation inside the package.

4. Send Back the Item:

   • Attach the prepaid return shipping label to the package and drop it off at the designated shipping carrier or return location.

5. Receive the New Item:

   • Once Reallux receives and processes the returned item, the new item will be shipped to you.
   • You will receive a confirmation email with tracking information for the new item.

Refunds and Price Adjustments:

1. Price Difference:

   • If the new item has a different price, you will need to pay the difference if the new item is more expensive. If the new item is less expensive, you will be credited the difference.

2. Refund Process:

   • Any refunds due to price adjustments will be processed to the original method of payment. Refunds typically take 5-7 business days to process.

Contacting Customer Support:

• If you encounter any issues or have questions about the exchange process, contact Reallux customer support via live chat, email, or phone. Our team is here to assist you with any concerns you may have.

Conclusion:

Understanding Reallux’s exchange policies ensures a smooth and hassle-free exchange process. By following these guidelines, you can confidently exchange your items and continue to enjoy our luxury products. If you have any questions or need further assistance, please reach out to our customer support team.