Return and Refund Policy

1. Overview

This Return and Refund Policy (the "Policy") applies to purchases made through luxserene.com (the "Site"). Lux Serene is a brand operated by MC Luxe Vitality ("Company," "we," "our," or "us"). This Policy explains the conditions under which returns, exchanges, replacements, and refunds may be accepted.

About Lux Serene: Lux Serene is an independent online retailer operated by MC Luxe Vitality. We curate and source a range of wellness, recovery, relaxation, and lifestyle products—including saunas, hot tubs, cold plunges, red light therapy equipment, and related accessories—from trusted suppliers and manufacturers. Lux Serene is not affiliated with or endorsed by the brands featured unless explicitly stated. This is a Direct from Manufacturer to Consumer program — shipping and delivery are serviced by the manufacturer or supplier directly. Product details have been supplied by the manufacturer and may be hosted by a third party.

Summary

• Shipping region: Continental United States only
• Return window: Eligible return requests must be submitted within 30 days of delivery
• Damage/defect reporting: Must be reported within 48 hours of delivery
• Return shipping: Customer is responsible for return shipping costs on all approved returns; we do not provide return labels
• Restocking fee: 25% of the product price for approved non-defective returns
• Refund timing: Approved refunds are issued to the original payment method after inspection and approval

Outbound Shipping Notice: Orders over $100 qualify for free standard outbound shipping, where applicable. Orders under $100 are subject to a $60 outbound shipping fee. "Free shipping" applies only to shipping from us to you and does not apply to return shipping.

2. Business Contact Information

If you need to request a return, report damage, or ask a question about an order, please contact us using the information below:

• Brand: Lux Serene (operated by MC Luxe Vitality)
• Legal Business Name: MC Luxe Vitality
• Email: support@luxserene.com
• Phone: 1-504-800-8045
• Business Address: 382 NE 191st St, PMB 306481, Miami, FL 33179, United States
• Working Hours: Monday to Friday, 9 AM to 5 PM EST

3. Return Eligibility

Returns may be considered only if all applicable conditions below are satisfied:

• The return request is submitted within 30 days of confirmed delivery
• The product is unused, uninstalled, and in substantially the same condition in which it was received
• The product is returned with its original packaging, manuals, components, accessories, and included materials
• The item is not otherwise excluded under the non-returnable items section of this Policy

For products that arrive damaged, defective, or incorrect, the issue must be reported within 48 hours of delivery. Products that have been used, installed, altered, or damaged after delivery are generally not eligible for return unless required by applicable law.

All returns are subject to review and approval by our team before a refund, exchange, or replacement may be issued. Submission of a return request does not guarantee approval.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from what you ordered, you must notify us within 48 hours of delivery. To help us review your claim, please provide:

• Your order number
• Clear photographs of the product and all visible damage or issue
• Photographs of the external packaging and shipping label, where applicable
• A brief written description of the issue

We may request additional information or documentation before determining the appropriate resolution. If your claim is approved, we may offer, at our discretion, a replacement, exchange, store credit, partial refund, or full refund.

5. Return Process

To initiate a return, you must contact us first for authorization and return instructions. Returns sent without prior approval may be refused, delayed, or deemed ineligible for refund.

Once a return is approved:

• You must ship the item back within 7 calendar days of receiving approval, unless we instruct otherwise
• You are responsible for arranging and paying for return shipping
• We do not issue, purchase, or provide return labels
• You should use a trackable shipping method and retain proof of shipment
• Note: returns may be directed to the originating manufacturer or supplier warehouse

We are not responsible for items lost, delayed, or damaged during return transit. It is your responsibility to ensure the returned item is properly packaged and shipped.

6. Return Shipping Costs and Restocking Fee

Return Shipping

Customer is responsible for all return shipping costs on approved returns, including returns involving non-defective items and approved claims involving damaged, defective, or incorrect products. We do not provide prepaid labels or arrange return shipment on the customer's behalf.

Restocking Fee

Approved returns of non-defective products are subject to a 25% restocking fee, calculated based on the product price. This amount will be deducted from the refund total.

Original outbound shipping charges, expedited shipping charges, and similar non-product costs are non-refundable unless otherwise required by law.

7. Refunds, Replacements, and Exchanges

After an approved return is received and inspected, we will determine whether the return qualifies for a refund, replacement, exchange, store credit, or another resolution.

• Refunds: Approved refunds are issued to the original payment method within approximately 7 business days after inspection and approval
• Replacements: Replacement items are subject to product availability
• Exchanges: Exchanges may be offered in limited circumstances and only for eligible products approved for return

Refund processing times may vary depending on your financial institution or payment provider.

8. Non-Returnable Items

Unless otherwise required by law, we do not accept returns for:

• Damage, defect, or incorrect item claims reported more than 48 hours after delivery
• Return requests submitted more than 30 days after delivery
• Products that have been used, installed, assembled, altered, or damaged after delivery
• Custom-made, special-order, or personalized items
• Perishable products
• Gift cards or downloadable digital items
• Products designated as final sale or non-returnable on the product page
• Items returned without prior authorization

9. Cancellations

Orders may be canceled for a full refund only if the cancellation request is received and confirmed by us before the order has been processed, prepared, or shipped.

Once an order has shipped, it cannot be canceled and must instead follow the return process described in this Policy, if eligible.

10. Shipping Region and Operational Notice

We currently ship only within the continental United States. Orders submitted with delivery addresses outside this service area may be canceled at our discretion.

Our daily order cutoff time is 2:00 PM. Orders submitted after the cutoff time may begin processing on the next business day.

11. General Disclaimer

Disclaimer: Products sold through this Site are intended for general wellness, relaxation, recovery, lifestyle use, and personal comfort. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Individual results may vary.

Lux Serene is an independent online retailer operated by MC Luxe Vitality. We curate and source a range of wellness, recovery, relaxation, and lifestyle products—including saunas, hot tubs, cold plunges, cryotherapy-related equipment, and related accessories—from third-party manufacturers, distributors, and suppliers. Lux Serene is not affiliated with, sponsored by, or endorsed by any brand featured on the Site unless expressly stated otherwise.

Certain products may be shipped directly from a manufacturer, distributor, logistics provider, or other third-party supplier as part of a direct-to-consumer fulfillment arrangement. Product descriptions, product specifications, images, and related details may be supplied by manufacturers, suppliers, or third-party catalog providers and are presented for general informational purposes only.

12. Legal Rights

Nothing in this Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws that cannot be lawfully waived.

13. Changes to This Policy

We reserve the right to modify or update this Policy at any time, without prior notice, by posting the revised version on this page. Any changes become effective immediately upon posting unless otherwise stated.