Refund policy

Return and Exchange Policy

Luxury29 kindly requests customers to check their orders immediately upon receiving them. Please always record a video while unboxing the package as proof that the received items are correct and complete. This video will serve as evidence in case of any issues such as defective items or receiving the wrong product.

We strongly recommend that customers create a continuous, unedited video recording while opening the shipping box. This video serves as the clearest and fastest evidence for addressing any issues, such as receiving damaged or incorrect items.

In the event that a complete unboxing video is not provided, the Company reserves the right to perform additional investigation and review of the return/exchange request. This may result in a significantly longer processing time for your claim.

Returns or exchanges can only be requested in cases where the error is caused by the company.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at contact@luxury29.io or Contact Us 

Please note that returns will need to be sent to the following address:
Luxury29 Siam Square Shop 
392/18 Siam Square Soi 5, Pathum Wan, Bangkok, Thailand, 10330
tel: +66802651979

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Conditions for Returns or Exchanges

  1. Customers must submit a return or exchange request via email to contact@luxury29.io

  2. Please attach the following documents when submitting a request:
    - Proof of payment
    - Order confirmation
    - Photos of the product (clearly showing the issue or error)
    - Unboxing video (Mandatory; without it, the company reserves the right to reject the return/exchange request.)

  3. Please clearly state the reason for the return or exchange.

If the package arrives damaged, please refuse to accept the delivery to prevent unintended confirmation of receipt. Report the issue to the company by sending an email along with a video showing all sides of the damaged package.

Processing Time 

  1. Customers must submit a return or exchange request within 3 days from the date of receipt.

  2.   The item must be returned to the company within:
        -  7 days for domestic orders
        -  15 days for international orders

  3. The review process for return/exchange requests will take approximately 1 - 7 business days from the date the company receives the returned product.

Conditions for Accepting Returns or Exchanges

  • The product must be in its original condition
  • All original tags must be intact
  • The product must not be used, washed, or altered

If the returned item is incomplete or missing accessories, or if any part is damaged, the company reserves the right to reject the return or exchange request.

Cases Where Returns or Exchanges Are Not Accepted

  • Items damaged due to misuse or accidental damage by the customer
  • Items that have been used and are not satisfactory to the customer
  • Errors in the order caused by incorrect details provided by the customer, such as wrong color or size selection
  • The product is not returned to the company
  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Return Shipping Costs

  • Company Error: If the return or exchange is due to a company error (such as receiving a damaged product, the wrong model/size, or a manufacturing defect), the Company will be responsible for all return shipping costs. Customers will not bear any expense in this instance.
  • Other Cases: If the return request is not due to a company error (e.g., customer choosing the wrong size/color, misuse of the product, or personal dissatisfaction), the Company reserves the right to decline the return or exchange request as specified in this policy.

Special Cases

If an item that needs to be exchanged due to a company error is out of stock or discontinued, the company will issue a full refund, including the shipping cost. The refund processing time depends on the payment method used by the customer.

Additional Notes

  • The company reserves the right to modify the return/exchange policy without prior notice.
  • Refunds will be processed through the same payment method used for the purchase.
  • The refund timeline depends on the policy of the respective payment service provider and typically takes approximately 15–30 days.

For any futher please contact us:
Company Name: Luxury29 Co.,Ltd. (Head Office)
Company Number: 0125566010511
Address: 200 Jasmine International Tower, 31st Moo4 Chaengwattana Road, Tambol Pakkret, Amphur Pakkret, Nonthaburi Province, Thailand, 11120

Customer Service:
E-mail: contact@luxury29.io
Send us message: Click Here
Phone: +66 80 265 1979
Operation Time : Monday - Sunday from 11.00 am - 10.00 pm