Customer Service
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Return & Refund Policy
Refunds and Returns
- Items sold on FOXLUX can be returned within 30 days after purchasing. We hope you can find what you need on our site quickly and simply. However, if you want to return your purchase within 30 days, the return process is also quick and simple.
- For cancellation, the order can be canceled only before the item is shipped, and a full refund will be issued in such cases.
- Please note, the refund can go back to your original method/account of payment only.
Items Eligible for Return
If your items are in the following conditions, it’s eligible for return within 30 days after purchasing:
- Part received was defective
- Part received was incorrect
- Part received was damaged
- Part received was unfit for you caused of the wrong item description
- Part failed during intended use
- Part you no longer needed
- Part you purchased by mistake
FOXLUX will be responsible for the return shipping costs under all conditions above, please make sure the parts shipped back are unused and in their original condition, with all items and components in the original package.
Return Process
You can make returns on FOXLUX simply, just do the following three steps and your return requests are done.
Submit a request (on the Site)
- Go to Order History and click Return Order.
- Select the order and quantity you want to return.
- Select the Reason for the return.
- Upload photos of received parts(optional).
- Leave comments with reasons for the return(optional).
- Click Submit Request.
Return a product
- Print and stick your return label attached to the Email for passed return requests.
- Package items and drop them off at your local UPS/fedex for return.
Receive a replacement or a refund
Once the product is received on our end and meets return requirements, the replacement is ready to be shipped or the money will be refunded to the original payment method. As for the day you receive the replacement or money, it depends on the carrier or the payment platform.
- Note 1: Before shipping back the product, please confirm that your return requests are passed (see Return Details in your Return Order) and you received the Email with a return label. Please drop the item off according to the logistics and address on the return label.
- Note 2: For the replacement, if there is a difference between the original order and the replacement, we will negotiate with you before shipping the replacement. For the refund, it is the actual price of the order, not including other costs, such as the installation fee. For the express shipping fee, if the return is due to the customer's reasons (such as a change of mind or an incorrect order, etc.), it will not be refunded.
- Note 3: If the customer cancels an order containing add-on items before it is shipped, they will receive a refund for both the original items and their add-ons. If the customer returns an order containing add-on items, both the original items and their add-ons must be returned. The add-on items may only be kept if the customer pays the original full price listed on our website instead of the discounted add-on price.
For any questions during the return process, don’t hesitate to contact our customer service team for 24-hour service via Live Chat or email us.
