Return and Refund Policy

1. Professional Fulfillment & Tracking

All orders are processed at our Tyrone, GA facility within 1–2 business days. Once your order ships, you will receive a GPS-enabled tracking number. LuxeRx is responsible for your package during transit. Our liability as the merchant is fulfilled once the carrier (UPS/FedEx/USPS) provides a GPS-verified delivery confirmation to the address provided at checkout.

2. Shipping Protection (Optional)

Because we ship high-value medical devices, we offer optional Shipping Protection at checkout. This is a premium service that covers specific scenarios after the package has left our facility:

  • Lost in Transit: If a package is stalled in the carrier network for more than 7 days, the protection covers an immediate replacement.

  • Theft After Delivery: This protection covers packages that are stolen after a confirmed delivery. Note: To process a theft claim for any order over $200, a local police report number must be submitted for insurance verification.

3. Forfeiting Protection (Standard Shipping)

If you choose to opt out of Shipping Protection, you are selecting Standard Shipping. Please be advised:

  • Theft & Porch Piracy: LuxeRx is not responsible for any package stolen or missing after a carrier has provided GPS-tagged photographic proof of delivery.

  • Carrier Investigations: If a package is lost before delivery, we will assist you in opening a formal carrier investigation. No replacements or refunds will be issued until the carrier officially declares the package "Lost" (typically 10–15 business days).

4. Hygiene & Safety Guarantee

To ensure the safety and pristine quality of our products, we cannot accept returns on items that have been opened, used, or had original security seals tampered with. This policy ensures every LuxeRx customer receives an uncontaminated, clinical-grade product.

5. Unopened Returns & Restocking Fees

We offer a 30-day return window for items in their original, unopened, and sealed packaging.

  • To Initiate: Contact help@luxerx.shop.

  • Restocking Fee: A 15% restocking fee applies to all "change of mind" returns of unopened products to cover clinical inspection and administrative processing.

  • Shipping: Original shipping charges are non-refundable. Customers are responsible for the cost of return shipping.

6. Omnilux Devices: Defects & Technical Support

LuxeRx is a verified Authorized Physician Partner for Omnilux. By purchasing directly through us, you are guaranteed a 100% authentic device eligible for the full manufacturer’s warranty. Every unit is shipped from our climate-controlled facility in Tyrone, GA, to ensure clinical integrity.

Defective Units & Technical Verification (First 30 Days) If you believe your Omnilux device is defective upon arrival or has a technical failure within the first 30 days, LuxeRx will facilitate a resolution. To protect against fraudulent claims and ensure clinical safety, the following protocol is required:

    • Video Diagnostics: To initiate a defect claim, you must provide a brief video to help@luxerx.shop clearly showing the device connected to power and the specific technical failure (e.g., lights not illuminating).
    • Technical Review: Our team will review the footage to troubleshoot. Many issues are related to controller connections and can be resolved without a return.

The "False Claim" Inspection: If a return is authorized for a defect, the device will undergo a formal technical inspection upon receipt at our facility.

    • Verified Defect: A full refund or a brand-new replacement will be issued immediately, and LuxeRx will cover all shipping costs.

    • False Claim (Fully Operational): If the device is tested and found to be in full working order, the return will be treated as "Buyer’s Remorse." Because the hygiene seal has been broken and the item can no longer be sold as new, a 50% Restocking & Sanitization Fee will be deducted from your refund, plus the cost of the return shipping label.

    • Incomplete Returns: Devices returned without the original controller, charging cables, or packaging will not be eligible for a refund.

Standard Warranty & Long-Term Support. For hygiene and safety reasons, once a device has been used, it is no longer eligible for a "change of mind" return to LuxeRx. However, your investment is fully protected by the manufacturer:

    • Warranty Duration: Omnilux LED devices are covered by a 2-year manufacturer's warranty (1 year for the controller) from the date of delivery. 
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    • Direct Claims: Any technical malfunctions occurring after the initial 30-day window are handled directly by Omnilux to ensure professional repair or replacement. LuxeRx will provide all necessary documentation to assist you in your claim.

Mandatory Product Registration. To activate your waratee protection, you must register your device on the official Omnilux website upon receipt.

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    • Required Details: You will need your LuxeRx Order Confirmation, Purchase Date, and the Serial Number (SN) found printed directly on the device or the original box.

Warranty Assistance: If you suspect a technical fault after the initial 30-day window, please initiate a claim by contacting support@omniluxled.com with your proof of purchase from LuxeRx.

7. Affiliate & Third-Party Purchases

This policy applies exclusively to orders placed directly on www.luxerx.shop.

  • External Orders: Purchases made via third-party links or marketplaces (e.g., TikTok Shop, Amazon, or an affiliate storefront) are subject to that specific retailer’s return policy. LuxeRx cannot access data or process refunds for items purchased through third-party platforms.

8. Fraud Prevention & High-Value Orders

  • Signature Required: LuxeRx reserves the right to require a Direct Signature for any order over $300 (including all Omnilux devices).

  • Claims Auditing: All claims of "Item Not Received" where GPS data confirms delivery are cross-referenced with national courier fraud databases.