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Legal

Refund Policy

Last updated: 19 April 2026

Every Lux Monster is made to order. Production starts the moment your 24-hour cancellation window closes, which means the rules for refunds are different from a standard online shop. Read this page before you buy so there are no surprises.

The 24-hour cancellation window

You can cancel any order for any reason within 24 hours of the confirmation email. Reply to that email with the word "cancel" and we refund you in full, to the original payment method, within 5 business days. No questions.

After 24 hours

Once the window closes, production begins. Gems are pulled, gold is cast, hands start working on your piece. From that point the order is final and we do not refund for change of mind. This is why we show every detail on the product page and answer any question before you buy.

Defective pieces

If your piece has a manufacturing defect, you are covered by the lifetime craftsmanship warranty. Email info@luxmonsters.com with photos and the serial number. We arrange a prepaid, insured return, inspect the piece, and either repair it or replace it at our cost. You pay nothing.

Shipping damage

If the outer box or the piece arrives damaged, keep everything and email info@luxmonsters.com within 48 hours of delivery. Include clear photos of the outer packaging, the inner box, and the piece. We open an insurance claim with the courier and send you a full replacement at our cost.

Lost in transit

If tracking shows your parcel is missing for more than 10 business days after the last scan, email us. You choose: full refund or a new piece produced from scratch. We handle the claim with the courier on our side. You do not wait for the insurance to pay out before your resolution starts.

How an approved claim works

  1. You email info@luxmonsters.com with your order number, serial number, and photos.
  2. We reply within 2 business days with an approval or a request for more detail.
  3. If approved, we send a prepaid DHL or FedEx label and packing instructions.
  4. You drop the piece at the pickup point or schedule a courier collection.
  5. On arrival we inspect the piece within 5 business days.
  6. We refund to the original card, repair the piece, or ship a replacement, as agreed.

Chargebacks

If something is wrong, talk to us first. Chargebacks opened before you have emailed info@luxmonsters.com slow the resolution down and cost both sides money. We respond to every message within 2 business days and we want to fix the problem directly. If the dispute is not resolved in 14 days, you still have the full right to go to your bank.

Contact

For anything refund, warranty, or shipping related, write to info@luxmonsters.com with your order number in the subject line.