Refund policy
At Hide and Luxe, we stand behind the quality and craftsmanship of every piece we create. If for any reason you are not completely satisfied with your purchase, our Return & Refund Policy ensures you are treated fairly and with respect.
1. Eligibility for Returns & Exchanges
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You may request a return or exchange within 5-7 days from the date you receive your order.
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Items must be in their original condition: unworn, unused, unwashed, with all original tags, labels, and packaging intact.
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Products should not have any odor, stains, or signs of use.
2. Non-Returnable / Non-Exchangeable Items
Certain items are not eligible for returns or exchanges unless defective or damaged:
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Custom / bespoke orders, once confirmed and in production, unless there is a manufacturing defect.
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Final sale or discounted items marked as “non-returnable” (if applicable).
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Products that have been altered or modified after delivery.
3. Defective or Damaged Items
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If a product is defective, damaged, or not as described, please contact us within 48 hours of delivery. Provide photos and description of the damage or defect.
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If it’s a valid claim, we will offer a replacement, repair, or full refund including any shipping charges incurred.
4. Return Process
To initiate a return or exchange:
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Contact our Customer Support at returns@hideandluxe.com with your order number and description of the issue.
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Our Concierge Team will review and approve your request if it meets policy criteria, then send you instructions and the return authorization.
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Please pack the item carefully in its original packaging and send it back using a trackable shipping method.
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The return shipment must be received by us in the condition defined above.
5. Return Shipping Costs
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For returns due to defects, damage, or our error: we cover the return shipping cost.
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For returns due to change of mind (non-defective), the customer may be responsible for return shipping charges, unless otherwise stated in a promotional or special context.
6. Refunds & Exchanges
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Once we receive and inspect the returned product, we will notify you whether the refund or exchange is approved.
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Approved refunds will be processed via the original payment method within 7-14 business days.
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Exchanges will be shipped to you once the original item is received and processed; you may be responsible for any difference in shipping cost (if applicable).
7. Partial Refunds
Partial refunds or rejections may occur in some situations:
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If an item is returned without all tags or in a condition that does not meet the eligibility criteria.
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If there is visible wear, scent (perfumes / smoke), or damage caused by usage beyond inspection.
8. Order Cancellation
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You may cancel an order before it is dispatched. Please contact us immediately at support@hideandluxe.com if you wish to cancel.
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Once the item is dispatched, the standard Return & Refund Policy applies to the delivered product.
9. Refunds for Custom Orders
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Custom / bespoke items are exempt from standard returns / exchanges once production has started, except in the case of defects or errors made by Hide and Luxe.
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For accepted defects in custom orders, we will offer repair, replacement, or refund at our discretion.
10. Policy Changes & Updates
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Hide and Luxe reserves the right to modify or update this Return & Refund Policy at any time.
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Changes will be effective from the “Last Updated” date displayed above.
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Continued use of the website / purchase of products after policy updates constitutes acceptance of those changes.
If you have any questions or need assistance with a return, please reach out to our Concierge Team at:
Hide and Luxe
Email: support@hideandluxe.com
Phone: +91 92844-09997
Address: D Wing, Hari Sparsh 1, Deolali Camp, Nashik Maharashtra - 422401
