Refund policy

We want you to be happy with what you buy from Luxstelle. If something isn't right, here is how it works.

What we accept
Returns are for items that arrive wrong, damaged or faulty. We do not accept change-of-mind returns. Opened or used products cannot be returned unless the fault could not have been seen before opening, in which case we will replace the item.

Cash or MoMo on delivery
Please check your order while the rider is with you, before you pay. If an item is damaged, faulty or not what you ordered, hand it back to the rider — you only pay for what you keep.

Pickup orders
Your bag or box stays unsealed until you have checked the items at the counter. Please inspect everything before you leave — once your order has left the shop, only the faulty-item rule above applies.

Prepaid orders
Contact us within 24 hours of receiving your parcel on WhatsApp 0559200873 or at info@luxstelle.com with your order number and a photo or video of the problem. If the item qualifies, we will replace it or refund you in full, including the delivery fee you paid, and we cover the cost of sending it back to us.

How to start a return
Message us on WhatsApp 0559200873 or email info@luxstelle.com with your order number and the reason. We will confirm whether the item qualifies and tell you how to get it back to us. Please do not send anything back before hearing from us.

Refunds
Once we receive and check the item, we will confirm your refund within 2 working days. Refunds are paid by mobile money within 5 working days of approval, to the mobile money number you paid with.

Cancellations
You can cancel an order at any time before it is dispatched: call or WhatsApp 0559200873, or request a cancellation from your account (the Track Your Order link in the footer). Prepaid orders cancelled before dispatch are refunded in full by mobile money within 1 working day to the number that sent the payment. Orders cannot be cancelled once dispatched, so for cash-on-delivery orders please cancel before dispatch rather than turning the rider away.