Returns and Warranty
Last updated: Aug 4, 2025
By placing an order through Luxvero Tech (Pty) Ltd (‘Luxvero Tech’), you agree to the terms below. We have established these policies to ensure that you are fully aware of our refund and return methods and procedures. These policies are applicable to the country of origin of South Africa.
Shipping Protection
Please note that you have the option to choose shipping protection provided by the courier service. Luxvero Tech cannot be held liable for any damage, theft, or loss during the shipping process.
Returns
At Luxvero Tech, we value customer satisfaction and strive to provide a hassle-free returns and exchange process. To ensure a smooth experience for all our customers, we have outlined the eligibility criteria for returns and exchanges. Please carefully review the following guidelines before proceeding with a purchase, return, or exchange:
1.1. Returns for Refunds
Customers who wish to return an order and request a refund can do so within 14 days of receipt of their product.
To qualify for a refund, the product must meet specific conditions:
- The product must be new, unused, undamaged, and in its original packaging
- All tags, labels, accessories, and documentation received with the product must be intact and included in the return
- The customer will be liable for the return shipping costs to Luxvero Tech & the initial shipping of the item
Return Process:
- Email us within the 14-day period at luxversa@gmail.com notifying us that you wish to return the product for a refund
- We will email you back with detailed instructions
- If Luxvero Tech collects the order, there will be a R150 charge to cover the initial shipping and R150 for the collection of the order
- Refunds take up to 72 hours excluding weekends & public holidays
1.2. Returns for Exchange
Customers who wish to exchange an order can do so within 30 days after receiving the goods. We understand that preferences may change, and sometimes a different model or variant is desired.
Exchange Process:
- The customer will be liable for the return shipping costs to Luxvero Tech & the cost to ship the exchange back to the customer.
- Please email us at luxversa@gmail.com notifying that you wish to exchange the order & include your order number
- Once we receive your email, we will respond with instructions
1.3. Returns due to Damages, Defects, or Wrong Order Upon Receipt
Upon receipt of your order, please inspect the item(s) and contact us immediately via email at luxversa@gmail.com if you find any defects or if you received the wrong item. This must be done within 14 days of your order being delivered.
Process for Defective/Wrong Items:
- Email us with your order number and include clear photos showing the defect or incorrect order
- We will promptly assess the issue and take appropriate steps to rectify the situation within 72 hours, excluding public holidays & weekends
- If the item is faulty or you received the incorrect order, Luxvero Tech will collect the order & send a replacement at our cost
- If the item is found to be ‘NOT FAULTY’ after our assessment, the customer will be charged for the courier costs for both collection & delivery
Please note: Damages by courier service will only be covered if the shipping protection option was selected.
1.3.1. Shipping Costs After 14 Days
If the product becomes faulty after the 14-day period but within the warranty period, the customer must send the item back to Luxvero Tech at their own cost. Once received, the warranty process will begin. If the unit is exchanged, the customer will be liable for the courier collection cost.
1.3.2. Warranty Continuation
If the unit meets our requirements upon receipt and is exchanged, the replacement unit will carry the balance remaining of the initial 12-month warranty from the date of first purchase.
1.4. Returns for Order Cancellations
- If your product is still being processed, you are eligible to cancel your order and receive a full refund
- If your order has already been fulfilled and you have received a tracking number from the courier, you must wait until the package arrives to initiate the return process
- The courier fee for collecting the unit and for the initial order shipping will be deducted from the final amount to be refunded
- Shipping fees for collection & delivery will carry a cost of R300.00
For any return, exchange, or general inquiries, please contact us at luxversa@gmail.com. Our team is here to assist you and ensure a smooth and satisfactory shopping experience at Luxvero Tech.
Warranty
The warranty on Luxvero Tech products is valid for 12 months from date of purchase. This warranty excludes coverage for the following:
- Improper Use: Using the device in a manner inconsistent with the provided instructions or for purposes other than intended
- Unauthorized Modifications: Any attempt to modify, repair, or tamper with the device by unauthorized personnel
- Physical Damage: Any physical damage caused by mishandling, including drops, impacts, or exposure to extreme conditions
- Liquid Damage: Damage caused by exposure to liquids unless the product is specifically marketed as water-resistant or waterproof
- Software Issues: Problems arising from unauthorized software installations or modifications
Please note that a Warranty exchange does not reset the initial 12-month warranty period. The replacement device is only covered for the remaining time from the original purchase date.
For optimal performance and to maintain warranty validity, please follow all care instructions included with your Luxvero Tech product.
