All of our products are guaranteed by the manufacturer and insured by the shipping company to arrive in perfect condition. However, purchased items may be returned within three (3) days of receiving shipment with the exception of custom orders (see section below for custom orders). Authorization from Lux Doors is required prior to the return of any item. Customers need to obtain a Return Authorization before shipping item back. Upon return, your item will be inspected. Exchanges, credits and refunds will be issued for the purchase price only. Any taxes charged will be refunded in accordance with state and local laws.
The following will apply with every return:
To obtain a Return Authorization please contact our customer service department at telephone #: (323) 530-0600 or by email: Info@luxdoors.com
Lux Doors will not assume the transportation charges for any products returned by any transportation agency or company for products purchased through Lux Doors.
Custom orders such as pre-hung doors and/or pre-finished (factory finish) doors begin production immediately upon order and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time.
All sales of custom orders such as pre-hung doors and/or pre-finished (factory finish) doors are final. Custom orders can be cancelled within one business day of placing the order.
All sales of non-custom orders such as door parts can be cancelled prior to the shipping prep stage and subject to our standard return policy including 25% restocking fee.
A minimum 10% cancellation fee will be assessed regardless of the reason for cancellation. Additional cancellation fees may be assessed to cover any loss sustained by Lux Doors.
If you need to cancel your order please contact customer service.
You can expect your refund within four weeks from the date you return your order. In most cases you will receive a refund sooner, but we estimate four weeks because of the time required for return shipping, product inspection and processing from your bank or credit card company. All refunds are issued to the original method of payment unless you selected to return for in-store credit. Once your return is processed we will send you an email with your refund details.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.