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🔁 Returns & Exchange Policy

INTRODUCTION🔁 Exchanges📨 How to Start a Return or Exchange🚚 Return Shipping & In-Store Returns💸 Refunds, Store Credit & Restocking Fees⚠️ Damaged, Defective, or Incorrect Items📌 Important Notes & Final Terms💬 Questions or Concerns?

INTRODUCTION

At Paradise Luxe, we value your satisfaction and want you to shop with confidence. While we always strive to provide quality products and service, we understand that sometimes an item may not be exactly what you expected. That’s why we offer returns, exchanges, and store credit on eligible purchases — under the conditions outlined below.

Please read our policy carefully to understand your rights and responsibilities when requesting a return or exchange. 

🕒 Return Eligibility & Timeframe

You may request a return or exchange within 6 hours of receiving your order, provided the item(s):

  • Are in original condition

  • Remain unused and unopened

  • Are in the original packaging

  • Include the original receipt or order confirmation

To be eligible for any return or exchange, the above conditions must be met in full. If an item has been used, opened, or is no longer in resale condition, it will not qualify for return.

📦 Items That Cannot Be Returned or Exchanged

To protect the safety, hygiene, and fairness of all customers, certain items are non-returnable and non-exchangeable:

  • Personal care items (e.g., lotions, perfumes, body creams)

  • Opened or used items

  • Sale/clearance items

  • Layaway purchases (considered final once the balance is paid)

  • Custom or pre-ordered items

  • Interior garments (e.g., underwear, if applicable)

📌 Please ensure your selections are final before completing your order, especially for layaway, personal care, and custom items. 

🔁 Exchanges

We gladly offer exchanges for eligible items, provided the request is made on the same day of receiving your order and all return conditions are met. Exchanges can be made in-store or via shipping, with the customer responsible for any related costs (unless the exchange is due to an error on our part). 

📨 How to Start a Return or Exchange

To initiate a return or exchange, you must first contact us:

Please provide the following:

  • Your order number

  • Full name

  • A brief reason for the return or exchange

  • Clear photos (if applicable, especially for damaged or incorrect items)

🚫 Unapproved or unnotified returns brought to our store will not be accepted. Please contact us in advance so our team can assist properly.

🚚 Return Shipping & In-Store Returns

 Customers are responsible for all return shipping costs, except in cases where Paradise Luxe is at fault (see below).

Returns can also be made in-store, following the same return conditions.

We will begin offering return labels in the near future; for now, customers must arrange their own shipping for returns.

💸 Refunds, Store Credit & Restocking Fees

We offer three types of resolutions:

  1. Exchange for another item

  2. Store credit toward future purchases

  3. Refund (with a 20% restocking fee)

Refund Conditions:

  • Refunds are processed within 1–3 business days once the returned item is received, inspected, and approved.

  • A 20% restocking/processing fee will be deducted from your refund if you request a cash refund.

  • Full refunds are not guaranteed unless the return is due to a verified issue caused by us (e.g., wrong or damaged item).

  • Shipping costs are non-refundable, unless the return is due to an error on our part.

⚠️ Damaged, Defective, or Incorrect Items

We inspect every order before it leaves our store. However, if you receive an item that is:

  • Damaged

  • Defective

  • Incorrect

Please notify us immediately by email or WhatsApp. Include photos and keep the item in its original packaging.

Reporting Timeframes:

  • Damaged or defective items: Must be reported within 12 hours of delivery.

  • Incorrect items: Must be reported within 24 hours of delivery.

If the issue is confirmed:

  • We will cover the return shipping cost and arrange a replacement or appropriate resolution.

  • No restocking fee will apply in these cases.

❗ If the issue is not reported within the specified time, we cannot be held responsible for the item. 

📌 Important Notes & Final Terms

Layaway, sale, and custom-made orders are final and not eligible for return or exchange.

Returned items that do not meet the required conditions will be sent back to the customer, and no refund or exchange will be issued.

Please pack returned items securely to avoid damage during transit.

💬 Questions or Concerns?

We’re here to help. If you’re unsure whether your item is eligible for return or need assistance, feel free to contact us: