Refund policy

Effective Date: 2026-02-10

1. Overview

At Luxen Maison, a brand operated by APEX PRIME HOLDINGS LLC, we stand behind the quality of our products. This Return and Refund Policy explains when and how returns, exchanges, refunds, and replacements are accepted for purchases made through luxenmaison.com.

2. Summary

Region: United States
Return window: 30 days from delivery
Return eligibility: Returns are accepted for defective and non-defective products when they meet this policy's conditions
Return shipping: Customer pays return shipping for non-defective returns. Luxen Maison pays return shipping for defective, damaged, or incorrect items
Restocking fee: 25% of the product price for approved non-defective returns. No restocking fee applies to defective, damaged, or incorrect items
Refund processing time: Refunds are issued to the original payment method within 7 business days after return approval

3. Contact Information

To start a return or report an order issue, contact our customer service team:

APEX PRIME HOLDINGS LLC d/b/a Luxen Maison
Email: support@luxenmaison.com
Phone: 1-650-405-3832
Address: 3790 El Camino Real #1298, Palo Alto, CA 94306, United States
Hours: Monday to Friday, 9:00 AM to 5:00 PM PDT

4. Eligibility for Returns

Returns are accepted under the following conditions:

The return is requested within 30 days of delivery
The item is unused, uninstalled, and in new condition
The item includes all original packaging, manuals, accessories, and parts
The item is not listed as non-returnable under this policy

Used or installed products cannot be returned unless they are defective upon arrival.

5. Reporting Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 30 days of delivery. Include your order number, photos clearly showing the issue, and a brief description of the problem.

If approved, we will provide return instructions and a prepaid return label. Luxen Maison pays return shipping for defective, damaged, or incorrect items, and no restocking fee applies to those returns.

6. Return Shipping and Fees

For approved non-defective returns, the customer is responsible for return shipping costs and a 25% restocking fee based on the product price. This amount will be deducted from the refund total.

For defective, damaged, or incorrect items, Luxen Maison will provide a prepaid return label and no restocking fee will apply.

If you send an item back without approval or without following our return instructions, we may be unable to process your return or reimburse shipping costs.

7. Refunds and Replacements

After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies. Refunds are issued to the original payment method within 7 business days after approval.

If you prefer, and inventory is available, we may send a replacement item instead of issuing a refund.

8. Exchanges

We accept exchanges for defective and non-defective products as long as they meet the return conditions. Replacement items are shipped after the returned item is received and approved.

9. Non-Returnable Items

We cannot accept returns for:

Items returned after the 30-day return window
Items damaged due to misuse, neglect, improper installation, or unauthorized modification
Items that have been used or installed, unless defective upon arrival
Personalized, custom-made, or perishable goods
Gift cards and downloadable digital items
Items missing original packaging, accessories, manuals, or parts

10. Cancellations

Orders may be canceled before shipment for a full refund. Once an order has shipped, cancellation is not possible and the return process above applies.

11. Legal Rights

This policy does not limit any rights you may have under applicable U.S. consumer protection law.

12. Changes to This Policy

We may update this Return and Refund Policy from time to time. Changes take effect when posted on this page.

APEX PRIME HOLDINGS LLC d/b/a Luxen Maison
support@luxenmaison.com
1-650-405-3832
3790 El Camino Real #1298, Palo Alto, CA 94306, United States