Refund policy

Return & Refund Policy

Effective Date: 4/15/2026

1. Scope and Intent

This website is owned and operated by Lux Cooks by DS Stores, LLC ("Lux Cooks"). This Return and Refund Policy applies to all purchases made through https://luxcooks.com.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: info@luxcooks.com
  • Phone: 503-376-0920
  • Address: 9450 SW Gemini Dr, PMB 425650, Beaverton, Oregon 97008-7105
  • Hours: Monday–Friday, 9:00 AM – 5:00 PM Pacific Time

3. Return Eligibility

Eligible products may be returned within 30 days of delivery, subject to the conditions outlined in this policy.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.
  • Opened Units: Opened or used appliances (e.g., grills, wine coolers, espresso machines, kegerators) are not eligible for return unless they are defective.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  1. Contact Customer Service at info@luxcooks.com or 503-376-0920 within 30 days of receiving your order, with your order number and reason for return.
  2. After reviewing your request, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.

4.2 Preparing Your Return

  1. Securely repackage the item in its original packaging, including all accessories, manuals, and included parts.
  2. Include your RMA form and any required supporting documentation or images.
  3. If a return shipping label is provided, print and attach it to the outside of the package. Otherwise, follow the return shipping instructions provided by our team.

4.3 Shipping the Return

  • Use a trackable shipping service such as UPS, FedEx, or USPS.
  • Ship the item within 7 days of receiving your return authorization.

5. Return Shipping Costs

All return shipping costs for change-of-mind returns are the responsibility of the customer. Original shipping fees are non-refundable.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Items must be unused, undamaged, and in original packaging.
  • Return request must be made within 30 days of delivery.
  • A restocking fee of up to 25% may apply, depending on the product category and manufacturer.

6.2 Defective or Damaged Goods

  • Contact us within 7 days of receiving the item.
  • Provide photos or videos of the defect or damage.
  • We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Inform us immediately upon receipt.
  • We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product.

6.4 Product Never Arrived

  • Contact us if your product does not arrive within the estimated delivery time.
  • We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement.

6.5 Order Cancellation

  • Before Shipment: You can cancel your order for a full refund if it has not yet shipped.
  • After Shipment: Please follow the standard return procedure after receiving the product.

6.6 Refused Deliveries

Orders refused at delivery may be subject to return shipping and handling fees.

6.7 Incorrect Shipping Information

Customers are responsible for providing accurate shipping details. We are not responsible for orders shipped to incorrect addresses provided at checkout.

6.8 Return Condition Enforcement

We reserve the right to deny refunds if returned items do not meet our return conditions, including signs of use, missing components, or damaged packaging.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products: Items made to your specifications or clearly personalized.
  • Special-Order or Custom-Configured Products: Products manufactured, customized, or configured specifically for a customer order, unless damaged or defective upon arrival.

8. Refunds

8.1 Refund Conditions

  • Refunds are issued after we receive and inspect the returned item.
  • We will notify you via email regarding the approval or rejection of your refund.
  • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

  • Refunds will be processed to the original payment method used at the time of purchase.
  • Once approved, refunds are typically issued within 7 business days, though processing times may vary depending on your bank or payment provider.

8.3 Partial Refunds

Partial refunds may be granted for items not in original condition, damaged, or missing parts for reasons not due to our error, or for items returned outside the terms of this policy.

9. Exchanges

  • We replace items if they are defective, damaged, or incorrect. To request an exchange, contact us at info@luxcooks.com.
  • For defective or incorrect items, we cover shipping costs. For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

  • Return requests must be submitted within 30 days of delivery; approved returns must be shipped within 7 days of authorization.
  • After receiving and inspecting a returned item, we process the refund within 7 business days.
  • We reserve the right to refuse returns or refunds in cases of suspected fraud, abuse, or excessive return activity.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, contact our Customer Service team:

Lux Cooks is an online-only retailer and does not operate a public showroom or customer pickup location at this address.

By making a purchase on our website, you agree to this Return and Refund Policy.

Lux Cooks by DS Stores, LLC