Refund policy

We want every order to meet your expectations. If something isn't right, we're here to make it right.

RETURN WINDOW
Returns are accepted within 30 days of delivery. Items must be unused, unopened, and in their original packaging. We recommend keeping original packaging for at least 30 days after receipt.

HOW TO INITIATE A RETURN
Contact our support team at support@luxmedsupply.com with your order number and reason for return. We will respond within 1 business day with return instructions. Do not send items back without prior authorization.

RESTOCKING FEE
A 15% restocking fee applies to all approved returns unless the return is due to our error or a verified product defect.

NON-RETURNABLE ITEMS
The following items cannot be returned due to health, safety, or custom-order regulations:
- Opened or used consumables (wipes, creams, oils, lotions)
- Custom or special-order equipment
- Medical exam tables, treatment chairs, and massage tables
- Sterilization and sterilizer equipment
- Items marked "Final Sale" at time of purchase

DEFECTIVE OR INCORRECT ITEMS
If you receive a defective or incorrect product, contact us within 48 hours of delivery with photos. We will provide prepaid return shipping and issue a full replacement or refund — no restocking fee applies.

REFUND PROCESSING
Once your return is received and inspected, refunds are issued to your original payment method within 3–5 business days.

ORDER CANCELLATIONS
Orders may be cancelled at no charge within 24 hours of placement, provided the order has not yet shipped. Equipment or custom orders that are already in production may be subject to a cancellation fee of up to 20%.