Return & Refund Policy | Luxe Maple
Return, Refund and Cancellation Policy
Effective date: 15 September 2026
This Return, Refund and Cancellation Policy explains how Luxe Maple handles order cancellations, product returns, replacements, and refunds.
“Luxe Maple,” “we,” “us,” and “our” refer to Luxe Maple International (OPC) Private Limited, which operates www.luxemaple.com.
1. Order cancellation
You may request cancellation within 24 hours of order confirmation, provided that the order has not already been shipped.
Registered customers may request cancellation through the My Orders section of their account.
Customers who checked out as guests may contact our Customer Service team using the details at the end of this policy.
If a cancellation is approved, the refund will normally be issued to the original payment method.
Once an order has been shipped, cancellation may no longer be possible. In that situation, you may contact us regarding the applicable return or delivery options.
2. Refund processing time
Approved refunds may take up to 14 business days after the refund is initiated, depending on the payment provider, bank, payment method, and the time required to complete the return review.
The time taken for the refund to appear in your account is controlled partly by your payment provider or bank.
3. Return time frame
You may submit a return request within 7 days of delivery.
Please contact Luxe Maple as soon as reasonably possible after discovering damage, a defect, missing components, or any other issue with your order.
A request submitted after 7 days may fall outside this policy. However, nothing in this policy limits any customer right or remedy that cannot legally be excluded under applicable law.
4. Eligible return issues
A return request may be submitted for:
A manufacturing defect that affects the product’s intended use.
A product that is materially different from the product shown or described on the website.
A product that is not functional upon delivery, where applicable.
Damage caused during transit or delivery.
Missing components, accessories, or parts discovered during unpacking or reasonable assembly.
An incomplete product or incorrect product delivered by Luxe Maple or its delivery partner.
Please provide your order number, a description of the issue, and clear photographs or video where requested.
For damage or missing-part claims, photographs of the product, packaging, shipping label, and affected area may help us investigate the issue.
Natural variations in the appearance, grain, texture, or colour of solid wood and other natural materials are not considered defects where they are consistent with the product description.
Visible damage or missing components should be reported during delivery or assembly where reasonably possible.
However, if concealed damage, missing parts, or an incomplete product is discovered during unpacking or reasonable assembly, contact Luxe Maple promptly and within the 7-day return period.
We will review the request based on the information provided, the condition of the product, the delivery circumstances, and applicable law.
A return request is not automatically rejected only because the issue was not visible at the time of delivery.
6. Assessment and resolution
After receiving your request, the Luxe Maple Resolution team may review the photographs and other information provided.
A technician visit or additional information may be requested where necessary. The customer will be informed if a technician visit is required.
If the request is approved, the available resolution may include:
Repair.
Replacement.
Refund.
Another appropriate remedy agreed with the customer.
The resolution will depend on the nature of the issue, product availability, warranty coverage, the condition of the product, and applicable law.
If a replacement is approved but the same product is unavailable, Luxe Maple will contact you regarding an available refund or alternative resolution.
7. Return pickup
For an approved return, pickup will normally be arranged from the original delivery address through our logistics partner.
An approved return pickup will normally be scheduled within 72 hours of the pickup request being initiated, subject to location, product type, packaging, and logistics availability.
Please retain the original packaging, user manual, warranty documents, accessories, and other product materials until the return process is completed.
The product should be made available for collection in a condition suitable for inspection and transportation.
8. Return and pickup charges
For an approved return involving a defective, damaged, incorrect, materially different, or incomplete product where the issue is attributable to Luxe Maple or the delivery process, Luxe Maple will not charge the customer for the approved return pickup.
If any pickup, return, or other charge may apply in a different circumstance permitted under this policy, we will inform you before the pickup is arranged.
No charge will be applied where it is prohibited by applicable law.
9. Returns not covered under this policy
A return request may not be approved where the issue results from:
Normal wear and tear.
Natural material characteristics disclosed on the product page.
Misuse, neglect, improper maintenance, or improper storage.
Unauthorized modification or alteration.
Damage caused after delivery by relocation, dismantling, or reassembly.
Accidental damage, stains, spills, or impacts not caused during delivery.
Installation or mounting performed by a third party where Luxe Maple did not provide that service.
Wall-mounting or installation issues where wall-mounting or installation was not provided by Luxe Maple.
Failure to follow the product instructions, care instructions, or user manual.
Return requests for reasons not listed in this policy will be reviewed based on the product terms, order circumstances, and applicable law.
This section does not limit any customer right or remedy that cannot legally be excluded.
10. How to submit a return request
Registered customers
Log in to your Luxe Maple account.
Open the My Orders section.
Select Return This Product next to the relevant item.
Select the reason for the return.
Upload photographs or other requested information.
Add your comments and submit the request.
Guest customers
If you checked out as a guest, contact our Customer Service team at admin@luxemaple.com or +91 7303388393.
Please include:
Your order number.
Name and contact details used for the order.
Product name.
Description of the issue.
Photographs or video showing the product and issue.
Photographs of the packaging or shipping label where relevant.
Each image file should preferably not exceed 5 MB.
11. Refund process
For an approved return, the refund is normally processed after:
The product has been collected.
The returned product has been received or inspected, where applicable.
The applicable return review has been completed.
Refunds are normally issued to the original payment method.
Refunds are not normally processed before pickup or completion of the applicable return review, except where required by applicable law or otherwise agreed by Luxe Maple.
For credit card, debit card, net banking, UPI, and NEFT payments, refunds may take up to 14 business days after initiation, depending on the payment provider or bank.
12. EMI and other payment methods
For orders paid through EMI:
A full refund is normally credited to the original payment method.
A partial refund may be processed through NEFT to the customer’s bank account, depending on the payment provider’s terms and the applicable refund arrangement.
The timing and method of an EMI refund may vary depending on the payment provider, bank, payment method, and the time at which the return is requested.
13. Warranty claims
Issues reported after the return period may be considered under the applicable product warranty, where warranty coverage applies.
Warranty coverage, exclusions, duration, and claim procedures are explained in the Luxe Maple Warranty Policy and on the relevant product page.
Warranty claims may be submitted by contacting admin@luxemaple.com or +91 7303388393.
14. Customer rights
Nothing in this policy excludes, restricts, or limits any customer right, remedy, guarantee, or protection that cannot legally be excluded or limited under applicable law.
15. Contact us
Luxe Maple International (OPC) Private Limited
Unit No. 02-007, 2nd Floor, Emaar The Palm Square, Sector 66, Badshahpur, Gurugram, Haryana 122101, India
CIN: U47591HR2026OPC147206
Phone: +91 7303388393
Email: admin@luxemaple.com