Privacy & Other Policies

1.1 Personal Data We May Collect

• Identity and contact data: name, email address, phone number, billing/shipping address and account details.
• Order and transaction data: products ordered, amount, order status, delivery information, invoices, refund/replacement information and transaction references.
• Payment-related information: payment method, payment status, limited payment identifiers and transaction metadata received from Razorpay or other payment providers. We do not intentionally collect or store complete card credentials, CVV, UPI PINs or banking passwords.
• Device and usage data: IP address, browser/device information, operating system, pages viewed, timestamps, referral source and website interaction data.
• Communication data: emails, chats, support requests, feedback and other information you provide when contacting us.
• Preference and marketing data: communication preferences, wish-list or browsing preferences, where such features are used and permitted.

1.2 Why We Use Personal Data

• To create and manage your account and provide Website functionality.
• To process, verify, fulfil, ship and support orders.
• To process payments, refunds, fraud/risk checks and transaction reconciliation.
• To communicate order confirmations, shipping updates, service messages and customer-support responses.
• To prevent fraud, abuse, security incidents and unauthorized transactions.
• To maintain records required for taxation, accounting, legal and regulatory purposes.
• To improve products, Website usability, performance and customer experience.
• To send promotional communications where permitted and subject to your applicable choices or consent.

1.3 Razorpay and Payment Processing

We use Razorpay as an online payment service provider. When you choose to pay through Razorpay, payment and transaction information may be transmitted directly to Razorpay and relevant banks, card networks, UPI participants or other payment-system entities as required to process the transaction. Razorpay processes personal data under its own applicable privacy notices and terms. Luxenoir should not request your card CVV, UPI PIN, OTP or internet-banking password through phone, email, chat or social media.

1.4 How We Share Personal Data

We may share personal data only as reasonably necessary with service providers and other recipients such as payment processors, logistics/courier partners, website hosting and cloud providers, communication providers, analytics/security vendors, professional advisers, government authorities or law-enforcement bodies where required by law. Service providers are expected to process data only for legitimate service purposes and subject to applicable contractual/legal safeguards.

1.5 Cookies, Analytics and Similar Technologies

We may use cookies, pixels, local storage and similar technologies to keep the Website functional, remember preferences, understand Website usage, detect fraud, measure performance and, where enabled, support advertising/marketing. You may be able to control optional cookies through browser settings or any cookie preference tool made available on the Website. Disabling certain cookies may affect Website functionality.

1.6 Data Retention

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including order fulfilment, customer support, fraud prevention, dispute handling, tax/accounting records and legal compliance. Different categories of data may be retained for different periods. Data may be deleted or anonymised when it is no longer required, subject to legal retention obligations and legitimate dispute or enforcement needs.

1.7 Security

We use reasonable administrative, technical and organizational safeguards designed to protect personal data against unauthorized access, loss, misuse, alteration or disclosure. However, no website, network, transmission or storage system can be guaranteed to be completely secure. You should use strong passwords, protect OTPs and payment credentials, and promptly contact us if you suspect unauthorized account activity.

1.8 Your Choices and Rights

Subject to applicable law and the stage at which relevant provisions come into force, you may have rights relating to access, correction, updating, erasure, withdrawal of consent, grievance redressal and nomination. Requests can be sent to our privacy email. We may need to verify your identity before acting on a request, and some information may need to be retained where required by law or for legitimate legal purposes.

1.9 Children

The Website is intended for persons legally capable of purchasing products. We do not knowingly seek to collect personal data from children for independent use of the Website. If you believe a child has provided personal data inappropriately, contact us.

1.10 Cross-Border Processing

Some technology or service providers may process information using infrastructure located outside your state or outside India, subject to applicable law and lawful transfer restrictions. Where cross-border processing occurs, we will take reasonable steps to ensure appropriate contractual and security safeguards.

1.11 Updates to This Privacy Policy

We may update this Privacy Policy from time to time. The current version will be published on the Website with the effective date. Where required by law, we will provide additional notice or seek consent for material changes.

1.12 Privacy and Grievance Contact

Privacy/Grievance contact: support@luxenoir.com

2.1 Order Processing

Orders are processed after successful payment and verification. Our standard processing period is 2–4 business days before dispatch, unless a different timeline is shown on the product page or communicated to you. Business days exclude Sundays and applicable public holidays unless stated otherwise.

2.2 Delivery Locations and Timelines

We currently deliver to serviceable PIN codes within India. Estimated delivery is normally 5–7 business days after dispatch, depending on destination and courier serviceability. Delivery estimates are indicative and may vary for remote locations, peak periods, public holidays or events outside our reasonable control.

2.3 Shipping Charges

Applicable shipping/delivery charges, if any, will be displayed before checkout. Any free-shipping threshold or promotional shipping offer is subject to the terms displayed with that offer.

2.4 Shipping Address

You are responsible for providing a complete and accurate delivery address, PIN code and contact number before placing the order. Because orders cannot be customer-cancelled or modified once placed, address changes may not be possible after checkout. If a package is returned due to an incorrect/incomplete address, refusal of delivery, or repeated failed delivery attempts attributable to the customer, additional shipping or handling charges may apply where legally permissible.

2.5 Tracking and Delivery Confirmation

Where tracking is available, we will provide the shipment/tracking information by email, SMS, WhatsApp, account dashboard or another reasonable channel. A shipment may be treated as delivered based on courier confirmation, proof of delivery, OTP confirmation or other delivery evidence, subject to any valid dispute you raise promptly.

2.6 Delayed or Lost Shipments

If tracking does not update for an unusual period or the order is not delivered within a reasonable period after the estimated delivery date, contact us. We will coordinate with the courier and, where the shipment is confirmed lost or undeliverable, provide an appropriate replacement or refund according to the circumstances and applicable law.

2.7 Damaged Package at Delivery

If the outer package appears materially tampered with or severely damaged, you may refuse delivery where practical and contact us immediately. If you accept delivery and discover damage to the product, follow the Returns, Replacement & Refund Policy below.

3.1 When Luxenoir May Cancel an Order

Luxenoir may cancel an order before dispatch where reasonably necessary due to payment failure, suspected fraud or unauthorized payment, stock unavailability, manifest pricing/system error, regulatory restrictions, or inability to fulfil the order. Where payment has already been captured and Luxenoir cancels the order, the applicable amount will be refunded to the original payment method.

3.2 Consumer Remedies Are Not Removed

This no-cancellation rule applies to customer-requested cancellation after order placement. It does not remove rights or remedies that cannot legally be excluded, including where a product is wrong, materially damaged, defective, counterfeit, not delivered, or materially different from what was ordered, subject to our Returns, Replacement & Refund Policy and applicable law.

4.1 Eligible Issues

• The product received is materially damaged in transit.
• The product has a manufacturing defect that materially affects normal use.
• You received a different product or variant from what was ordered.
• An item is missing from the delivered package.
• The order is confirmed lost or not delivered after reasonable courier investigation.
• Any other circumstance where a return, replacement or refund is required under applicable law.

4.2 Reporting an Issue

Please contact us within 48 hours of delivery for a visible damage, wrong-item or missing-item claim, or promptly after discovering a latent manufacturing defect. Provide your order number, registered contact details, a clear description of the issue, and clear photographs/videos of the product, packaging and shipping label where relevant. An unboxing video is helpful for resolving transit or missing-item claims but will not override non-waivable rights under applicable law.

4.3 Review and Resolution

After reviewing the claim, we may request additional information or arrange reverse pickup/inspection where appropriate. If the claim is approved, Luxenoir may offer a replacement, repair (where applicable), store credit if you agree, or refund, depending on the nature of the issue, stock availability and applicable legal requirements.

4.4 Conditions for Return Pickup

Where a physical return is required, the product should be returned with original packaging, accessories, tags, manuals and complimentary items, as reasonably possible. The product should not be intentionally damaged, altered, misused or used beyond what is necessary to inspect the issue. These conditions do not limit statutory remedies for genuine defects or non-conforming goods.

4.5 Non-Returnable Situations

• Change of mind or personal preference after order placement.
• Damage caused by misuse, mishandling, negligence, unauthorized repair, normal wear and tear, or failure to follow care instructions.
• Minor variations in colour, texture or finish caused by screen display, photography or natural/material variation that do not amount to a defect.
• Claims raised after an unreasonable delay where the delay prevents verification, except where applicable law requires otherwise.
• Personalized, custom-made, engraved, made-to-order or hygiene-sensitive products, where identified as non-returnable before purchase and where permitted by law.

4.6 Refund Timeline

Approved refunds will be initiated to the original payment method within 5–7 business days after the refund is approved and, where applicable, the returned product is received/verified. After initiation, your bank, card issuer, UPI app or payment provider may take additional time to reflect the credit. Shipping, COD or convenience charges, if any, will be refunded only where required by law or where the refund reason is attributable to Luxenoir.

4.7 Duplicate or Excess Payment

If you are charged more than once for the same successful order, contact us with the order/transaction details. After verification, any confirmed duplicate or excess amount will be refunded to the original payment method.

5.1 Payment Gateway

Luxenoir uses Razorpay to facilitate online payments. Available payment methods may include UPI, credit/debit cards, net banking, wallets or other options enabled by Razorpay and displayed at checkout. Availability of a particular method may depend on your bank, device, transaction value, payment provider and other eligibility factors.

5.2 Payment Authorization and Security

Payments may require OTP, UPI PIN, 3-D Secure authentication, bank authorization or other verification. Luxenoir does not ask customers to disclose sensitive payment credentials such as CVV, UPI PIN, OTP or internet-banking passwords over phone, email, WhatsApp, social media or chat. Do not share such information with anyone claiming to represent Luxenoir.

5.3 Failed or Pending Payments

If your payment fails but your bank account is debited, the amount may be automatically reversed by the payment ecosystem according to the bank/payment provider’s timelines. If an order is not created but the debit is not reversed within the expected period, contact support with the transaction reference. We may coordinate with Razorpay, but the final credit-reflection timing may depend on the bank or payment network.

5.4 Refunds Through Razorpay

Where Luxenoir approves a refund for an online payment, it will generally be initiated back to the original source used for payment. We do not normally issue cash refunds for online transactions. Refund initiation and settlement are subject to Razorpay/banking/payment-network processing timelines after Luxenoir initiates the refund.

5.5 Fraud Prevention

We may hold, reject or cancel a transaction/order before dispatch if reasonable fraud, identity, payment or security concerns arise. We may request verification information where reasonably necessary and lawful. Never make payment to an individual bank account or QR code unless it is clearly presented through an official Luxenoir checkout or officially verified channel.

5.6 Payment Provider Contact

Razorpay may process payment information under its own customer/buyer privacy notices and terms. For merchant-order issues, contact Luxenoir first. Payment-provider details and applicable policies can also be accessed through Razorpay’s official website.