Refund policy


Refund & Returns Policy — Luxor Haven



At Luxor Haven, we are committed to delivering safe, hygienic, and high-quality personal care products. Because our nasal strips are single-use items intended for personal application, returns and refunds are limited in accordance with health regulations and South African consumer law.



Final Sale on Personal Care Items



Luxor Haven nasal strips are classified as hygienic personal-use products. For safety reasons, we cannot accept returns or provide refunds on any item that has been opened, used, or removed from its original seal.


Once dispatched, these products cannot be resold. All purchases are therefore considered final unless a manufacturing fault or order error has occurred.



Faulty, Damaged, or Incorrect Orders



We will gladly resolve issues where a customer receives a product that is defective, damaged in transit, or not what was ordered.


If this happens, please contact us within 7 days of delivery at info@luxorhaven.store and include:


  • Your order number
  • A description of the problem
  • Clear photos showing the item and packaging



After assessment, Luxor Haven will offer an appropriate remedy in line with the Consumer Protection Act, which may include a replacement, exchange, or refund.



Performance Expectations



Luxor Haven nasal strips are non-medical wellness products. Effectiveness may differ between users due to factors such as nose shape, skin condition, or application method.


Variations in personal experience — including feeling little or no difference — are not considered product defects and do not qualify for refunds.



Change of Mind



We do not accept returns where a customer has changed their mind after opening or using the product.


Unopened items may be reviewed at our discretion; however, approval is not guaranteed due to the hygienic category of the goods.



Sale Items and Gift Purchases



Items purchased on promotion or marked as sale items, as well as gift cards, are not eligible for return or refund unless faulty.



Inspection on Delivery



Customers are encouraged to check their order promptly upon arrival. Reporting any issues quickly allows Luxor Haven to resolve them efficiently.



EU Orders



For customers located in the European Union, the standard 14-day withdrawal right does not apply once sealed personal-care products have been opened. This exemption is recognised under EU consumer regulations for hygiene-sensitive goods.



Contact



For all return or product concerns, please contact:


Luxor Haven Support

📧 info@luxorhaven.store


We aim to respond within 48 hours and will always work toward a fair resolution consistent with applicable consumer protection laws.




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