At The Luxro, we value our customers and are committed to providing high-quality products and excellent service. This Complaints Policy outlines how we handle concerns and feedback to ensure a fair, transparent, and timely resolution process.
1. Our Commitment
We aim to:
Treat all complaints seriously, fairly, and respectfully
Resolve issues as quickly and efficiently as possible
Use customer feedback to improve our products and services
2. What Is a Complaint?
A complaint is any expression of dissatisfaction related to:
A product purchased from our store
Our customer service or support experience
Delivery, billing, or website functionality
Any interaction with The Luxro that does not meet your expectations
3. How to Submit a Complaint
To help us resolve your concern effectively, please provide:
Your full name and contact details
Order number (if applicable)
A clear description of the issue
Any relevant photos or supporting information
Complaints should be submitted through our official customer support or contact channel listed on our website.
4. Acknowledgment & Response Time
We aim to acknowledge all complaints within 2–3 business days of receipt.
We strive to provide a full response or resolution within 7–10 business days, depending on the nature and complexity of the issue.
If additional time is required, we will keep you informed of progress.
5. Resolution Process
Once your complaint is received, we will:
Review the details and investigate the matter fairly
Contact you if further information is needed
Propose a suitable resolution, which may include a replacement, refund, store credit, or other appropriate solution in line with our store policies
6. Escalation
If you are not satisfied with the initial response, you may request that your complaint be reviewed by a senior team member. We will conduct a further review and provide a final decision.
7. Customer Responsibilities
To help us resolve issues effectively, customers are expected to:
Provide accurate and complete information
Communicate respectfully and honestly
Follow any reasonable steps requested to assist in the investigation
8. Policy Updates
We reserve the right to update this Complaints Policy at any time. Any changes will be posted on this page along with an updated effective date.
