Returns and Shipping Policy

Confirmation of Vehicle and Contact Information
Customers are required to confirm their vehicle and contact information within 3 business days of placing an order. Failure to do so may result in the cancellation of the order, and a transaction fee may be deducted from any refund issued.

Shipping Receiving Instruction:

Prior to signing the packing slip, it is important that you thoroughly inspect the package for any visible damages or missing parts. Should you identify any deviations from the expected condition, we urge you not to sign off the driver.

It is your responsibility to promptly report all damages to the carriers. Additionally, we ask that you note all damages on any copy of the bill of loading receipt.

Please take photos of both the damaged packing and the actual item.  
Sign and write out the damages you see on the bill of lading receipt (EX: crushed, damaged container, damaged item)
Have the delivery driver sign the bill of lading receipt and inform us.

Failure to receive material in the above manner makes you liable for shortages and or damaged material, your cooperation in ensuring the safe and accurate delivery of your package is greatly appreciated.

Return order due to Customer unreachable by shipping companies
The customer must provide a functional contact number to ensure successful delivery scheduling by the shipping company/carrier. Luxe Carbon will not issue refunds in cases where the customer fails to respond to carrier attempts, leading to a return-to-sender scenario.

Cancelling or Modifying Before an Order has Shipped
You may cancel or modify your order anytime prior to shipment. However, if the order has already been processed, a 5% merchant fee will be charged if you choose to cancel and paid using PayPal, credit card or Apple pay. If you purchased using Affirm, the fee can vary from 5-10%. This fee covers merchant fees that are charged to process and refund your payment method.

Canceling After an Order has been Shipped
Should you wish to cancel an order that has already been shipped but has not yet been received, please be aware of the following guidelines:

Non-Refundable Shipping: Please note that shipping fees are non-refundable in such cases.

Restocking Fee: A 25% restocking fee will be applied if you choose to cancel the order after it has been shipped but before it has been received.

Free Shipping Deduction: In the event of free shipping being offered, the actual shipping costs incurred will be deducted from your refund.

In-Transit Orders: If your order is currently in transit, we advise you to contact us promptly. We will make every effort to facilitate the return of the package to the sender. Any fees associated with this return will be deducted from your refund.

Return Label Option: Should returning the package to the sender not be feasible during transit, we can provide you with a return label upon receipt of the order. Please be aware that both the initial outgoing shipping charges and the return shipping fees will be deducted from your refund.

This policy aims to outline the procedures and potential deductions involved in canceling orders that have already been shipped but not yet received. If you have any further inquiries or require assistance, please do not hesitate to reach out to our customer service team.

Returns After an Order has been Received
We understand that occasionally, a product may need to be returned. Please review our returns policy below for guidance:

Timeframe for Returns: Returns are accepted within 30 days of receiving your order. The product(s) must be in brand new condition and never installed.

Contact Us Before Returning: Prior to returning the order, please reach out to us at info@luxe-carbon.eu. We will request photos of the product to confirm its new condition and that it has not been installed. Any returns sent without prior notification will be declined.

Return Label Issuance: If the return is approved, we will provide a return label. It's essential to retain all original boxes and packaging materials.

Customer Responsibility for Return Shipping: The customer is responsible for the return shipping cost, and shipping charges are non-refundable. The return shipping cost will be deducted from the refund, along with a 25% restocking fee.

Condition of Returns: All returns must be reported within 30 days of purchase and must be in new condition, with original packaging. Damaged or poor condition returns will not be accepted.

Reporting Damages: Customers must record and report any damages they observe. We will only consider damages reported by the customer. Additional damages found on the product will result in a deduction from the total refund.

Non-Refundable Reasons: We do not accept refund requests if the customer is no longer interested in the product, purchased the wrong item by mistake, or for any reason not directly related to Luxe Carbon.

Restocking Fees: A 25% restocking fee will be applied to all non-defective returns. However, restocking fees will be waived if the customer chooses store credit or an exchange for another item. Returns without all original packaging will also be subject to a 25% restocking fee.

Our aim is to ensure a smooth and fair returns process for our customers. If you have any questions or require assistance, please do not hesitate to contact us.

Return Deadline
After 30 days, we can no longer accept a return. The 30-day period will begin once the package has been delivered.

Product Exchange
If you have purchased the incorrect product or have received the incorrect product, please contact us within 7 days of receiving your order. If we shipped the incorrect product, we will cover all costs and email you a pre-paid return label. If you have ordered the incorrect product, then you will need to pay for the additional shipping costs. In either situation, please keep the original box and all packaging materials. Please do not send any order back to us without first reaching out and getting a pre-paid return label from us. If at any time you wish to return the product for a refund, the return policy above will apply.

Custom Orders
If you wish to cancel your custom order after the parts have already been ordered from our factory, there is a 50% fee. Custom orders cannot be canceled simply because it is taking longer than expected to produce your custom parts.

Installation and Fitment Issues
If the product has been installed, the product is yours, unless there is a fitment issue. If there is a fitment issue, please email us at info@luxe-carbon.eu with the issue and accompany it with pictures or a video of the fitment problem. If the product is indeed defective, a return label will be issued, and a replacement will be sent out once the shipment is received back to us. Due to the aftermarket nature and the fact that our products are hand-built, slight variances may be present, and small modifications may be required for installation. Test fitting our products before the initial installation is highly recommended. If you decide to return the item rather than have a free replacement sent out, there will still be a 15% re-stocking fee applied to the refund, as well as shipping fees. Luxe Carbon backs all of our products with a fitment guarantee when they are properly installed by a professional body shop. If the item has been damaged or altered (cracked, bent, scratched, painted), the item is no longer applicable for a return.

ALL PRODUCTS FROM LUXE CARBON MUST BE INSTALLED BY A PROFESSIONAL SHOP. ANY RETURN ASSOCIATED WITH A FITMENT ISSUE THAT WAS NOT INSTALLED BY A PROFESSIONAL IS SUBJECT TO THE 15% RESTOCKING FEE.

Shipping Damage
If you have received your product and it is damaged, please contact us immediately (info@luxe-carbon.eu) with pictures of the damaged product, the box, packaging materials, and shipping label. Do not throw anything away, as we will need photos of everything to submit a claim. Do not install the product. Once it is installed, we are unable to file a damage claim. Luxe Carbon quality checks each part that leaves our facility. If the product is damaged, it likely happened during transit, and a claim will need to be made with the shipping carrier. In this case, a new product will be sent out to you in exchange for the damaged one. If at this time you wish to return the product instead of getting a replacement, then there will also be a 15% restocking fee, and shipping will not be refundable. All damages must be reported to Luxe Carbon within 7 days of accepting the package, with no exceptions.

Incorrect or Missing Products
If you have received an incorrect product, please send us a picture of the product along with your Order Confirmation Number to info@luxe-carbon.eu. We will issue a return label immediately, and once the package is dropped off at your local FedEx location, we will send out the correct item. Please test fit and double-check that you have received the correct product before installing. Please note that if you wish to return the product for a refund rather than exchanging it for the correct item, the terms and conditions of a return do apply. Once the product is installed, we are unable to return it. If your order is missing an item, please reach out to us within 7 days of receiving your order. If you have any questions about your new Luxe Carbon parts, please use our support site by using our fill-in form.

Lost Package in Transit
Once you have received your tracking number, please check its status on a regular basis. During these times, it is common for delays to happen. If a package is delayed more than a few business days, please reach out to us immediately. If the transit information appears incorrect, please contact us. The earlier we catch an error within FedEx, UPS, DHL, or USPS, the better chance we have of correcting it. If the package has been delayed for more than 1-2 weeks, it is likely lost, and we will need to file a claim with the shipping company before moving forward.

Package Holds, Returned to Senders and Signatures
Every order is shipped with a signature required unless otherwise noted. If there is no one to sign for the package, there will be 3 tries for delivery. After the 3rd attempt, the package will be returned to us. If this happens, we do have to charge for 2 additional shipping amounts. If you know you will not be home at the time of delivery, please email us and we can have it held at a local FedEx location for pickup. FedEx will hold the package for 5 business days before returning it to us. Please note, that if we do ship the package without a signature required, we are unable to file a claim or replace the order if there are issues with delivery or the package is lost after it is delivered.