Refund policy
Return and Refund Policy
Last updated: October 3, 2026
We want you to be completely satisfied with your purchase from Luxivaa. In addition to your rights under Québec’s Consumer Protection Act, we offer a 30-day return period. Nothing in this policy limits your statutory consumer rights.
30-DAY RETURNS
You may return your order within 30 days of receiving the item, without providing a reason. The item must be unused and in substantially the same condition as when you received it, preferably in its original packaging.
HOW TO MAKE A RETURN
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Email us at info@pure-luxiva.store with your order number and let us know that you would like to make a return. We will reply within 2 business days with return instructions and the return address.
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Send the item to the address provided in our return instructions using a tracked shipping service, and keep your proof of shipment.
RETURN SHIPPING COSTS
You are responsible for return shipping costs, unless the item is defective, damaged or does not match your order. In these cases, we cover all shipping costs.
YOUR RESPONSIBILITY FOR THE RETURN
You are responsible for the item until the return reaches us. Always use a tracked shipping service and keep your proof of shipment: without proof that the parcel was shipped, we cannot process the refund. Each return we receive is photographed during unpacking.
DIMINISHED VALUE
You may inspect and try on the item as you would in a physical store. If the item is returned used, washed, damaged, without tags or handled beyond what is necessary, we may deduct an amount reflecting the item’s actual loss in value. In serious cases, this deduction may be up to the full price of the item.
WANT TO AVOID RETURN SHIPPING COSTS?
Contact us before sending anything back. In some cases, we may offer a partial refund and allow you to keep the item as an optional alternative to returning it. You are always free to choose between this option and a standard return for a full refund.
REFUNDS
Once your return has been received and inspected, we will refund the price of the item and, where applicable, the standard delivery charges paid when placing the order, no later than 14 days after receiving the parcel, subject to any deduction for diminished value.
The refund will be issued using the same payment method used for the purchase. Applicable taxes (GST and QST) will be refunded proportionately.
ORDERS NOT RECEIVED, DAMAGED OR INCORRECT
If your order has not arrived within the stated delivery period, is damaged or does not match what you ordered, email us as soon as possible with your order number and photographs, where applicable.
We will resolve the situation through a new delivery, a replacement or a refund, and we will cover the associated shipping costs.
STATUTORY WARRANTIES
Québec’s Consumer Protection Act provides statutory warranties, including a warranty that goods can be used normally for a reasonable length of time. These warranties apply independently of this policy.
To make a warranty claim, email us at info@pure-luxiva.store with photographs and a description of the defect.
DISPUTE RESOLUTION
If we cannot reach an agreement, you may contact Québec’s Office de la protection du consommateur (www.opc.gouv.qc.ca) or bring the matter before the courts of Québec.
RETURN REQUEST FORM — OPTIONAL
You may copy this form into an email to info@pure-luxiva.store:
Customer name:
Address:
Order number:
Order date:
Date received:
Item(s) being returned:
Reason — optional:
Date: