1. Scope and seller
This policy applies to physical goods purchased directly through the Luxe Prime Hardware Shop. Unless checkout identifies another seller, the seller and payment recipient is Luxe Prime Ventures Llc in the United States. UK and Georgian Luxe Prime entities do not currently process online shop payments.
Custom software, engineering, installation, managed services, subscriptions, licenses and project procurement are governed by the applicable quotation, statement of work, license or service agreement and are not ordinary retail merchandise returns.
2. Orders and acceptance
An order submission is an offer to purchase. We may verify availability, pricing, payment, delivery information and fraud indicators before acceptance. An order is accepted when we send a confirmation stating that it has been accepted or shipped. If we cannot accept an order, we will cancel it and release or refund the payment authorization.
3. Shipping destinations, charges and taxes
Available destinations and shipping methods will be shown at checkout. Delivery charges, sales tax and other amounts collected by us will be displayed before payment. For international orders, the recipient may be responsible for import duties, brokerage, local tax and regulatory requirements unless checkout expressly states that those charges are included.
4. Processing and delivery estimates
Product pages or checkout will state available processing and delivery estimates. Estimates begin after order acceptance and do not include weekends, holidays, carrier disruptions, fraud review, backorders or events outside reasonable control. We do not promise a delivery date unless it is expressly confirmed in writing.
For US internet orders, if no shipping period is stated, we will ship within the period required by applicable law. If we cannot ship within the promised or required period, we will offer the choice required by law, which may include consent to a delay or cancellation with a prompt refund.
5. Delivery, inspection and loss
Review the package promptly after delivery. If an item is missing, visibly damaged, incorrect or appears lost in transit, contact admin@luxeprime.net as soon as reasonably possible with the order number, packaging details and photographs where useful. Reporting promptly helps us preserve carrier claims, but it does not reduce a non-waivable legal right.
6. Voluntary 30-day returns
In addition to any mandatory consumer right, eligible standard-stock hardware may be returned within 30 calendar days after delivery if it is unused, uninstalled, complete, in resalable condition and in its original packaging. Contact us first for return authorization and instructions. Unauthorized shipments may be delayed or refused where permitted by law.
The voluntary return program does not cover:
- custom-configured, engraved, personalized, special-order or custom-procured goods;
- products that have been installed, registered, activated, altered or physically damaged after delivery;
- opened software, license keys, downloadable products or items tied to a user account;
- consumables, clearance/final-sale items clearly identified before purchase, or products that cannot lawfully be resold; or
- services, labor, travel, completed configuration work or other non-merchandise charges.
These exclusions do not apply where goods are defective, misdescribed, incorrectly supplied or otherwise protected by mandatory law.
7. Return process and costs
- Email admin@luxeprime.net with the order number, item and reason for return.
- Wait for return authorization, the correct return address and packaging instructions.
- Back up and securely erase personal or confidential data from eligible devices before return.
- Use protective packaging and a trackable, insured method appropriate to the item.
For a voluntary change-of-mind return, the customer normally pays direct return shipping. If the item is defective, damaged before delivery, materially misdescribed or incorrectly supplied, we will provide the remedy and reasonable return arrangements required by applicable law.
8. Refunds
After receipt and inspection, we will notify you whether the return is approved. Approved refunds are issued to the original payment method, normally within 5–10 business days after approval; your financial institution may require additional posting time. Original expedited or premium shipping charges are not refunded for voluntary returns, except where applicable law requires otherwise.
If a returned item is incomplete, used beyond what is reasonably necessary to inspect it, or damaged while under the customer’s control, we may reduce or decline a voluntary refund to the extent permitted by law. We will explain any deduction.
9. Cancellations and project procurement
Contact us promptly if you need to cancel. Standard-stock orders may be cancelled before fulfillment begins. Once an order ships, the applicable return process applies. Special-order procurement, configuration or other committed project costs may be non-cancellable or subject to documented supplier charges when stated in the quotation and permitted by law.
10. Digital content and services
Digital products, licenses and services have different cancellation rules. Where law permits, a right to cancel may end after download, activation or full performance begins with the customer’s express request and acknowledgement. Any deposit, milestone, subscription, cancellation or refund term for professional services will be stated in the governing agreement. Mandatory rights remain unaffected.
11. UK, Georgian and other mandatory consumer rights
Consumers may have statutory withdrawal, conformity, repair, replacement or refund rights that exceed this voluntary policy. Eligible UK and Georgian distance consumers generally have a 14-day withdrawal period, subject to legal exceptions and required notices. The applicable return deadline, cost allocation and reimbursement timing will follow the mandatory law of the transaction. Nothing in this policy limits a right that cannot lawfully be waived.
12. Contact for returns
Email admin@luxeprime.net. Include your order number and do not send hardware to our business address without return authorization; the correct return location may depend on the product or supplier.