Return Policy:
Lixra practices 30 days hassle free return policy on all it's products with an exception of (Special Orders and Orders on clearance and promotions)** to provide best in class customer service.
To be eligible for a return, your item must be unused and in the new condition as you received it. It must also be in the original packaging and return initiated and completed within 30 days of delivery. To complete your return, we require a receipt or proof of purchase.
Defective Return Process:
- If the order is damaged/dented during delivery then inform Lixra about the damage by writing to customercare@lixra.com and provide 5 or more photos/videos showing the damage with a close-up and also with the full view of the furniture. Multiple pictures/videos greatly helps in addressing the issue in a timely manner. It is advisable to report the damage within 72 hours of delivery otherwise Lixra reserves the right to accept return if informed later.
- Reported minor damage/dent can be repaired very easily by professional repair companies. Lixra has nationwide partnership with furniture repair companies and will schedule a repair/inspection within a week’s time after the damage is reported.
- If the furniture can’t be repaired then Lixra will provide replacement pieces within a reasonable timeframe (2-12 weeks) based on the level of customization done to the furniture.
- If the furniture design is discontinued or for some reason replacement can’t be provided then Lixra will provide refund for the amount mutually agreed with the customer.
- Unauthorized return (return that does not meet the above 1-4 criteria of authorized return process) will be subject to 45% restocking fees along with Return Shipping paid by customer.
General Return Guidelines:
- Special orders and promotional orders that are reported damaged during delivery are eligible only for Repair and Replacement. In the event that Lixra makes an exception and accepts a return, a restocking fees of 45% of the original sales price will be applied.
- Customers are responsible for the entire return process, which include the steps, procedures, and applicable fees in accordance with this Policy. Orders that arrive at our warehouse with any damaged or missing (misplaced) items will incur an additional fee or charge, which will be deducted directly from the refund amount.
- Orders with open claims (i.e. orders with existing damage during delivery that result in a claim) are subject to extra charges for any additional issues caused at any point during the Return Process.
- Refunds will only be issued following a complete inspection of each returned item at our warehouse, and customers will receive the refund, LESS the applicable fees during the Return Process.
- Refund will be processed within 7 business days after inspection at our warehouse.
Orders which are REFUSED AT DELIVERY or Orders that are CANCELLED AFTER SHIPPING will incur 10% processing fees + 20% Return shipping fees + 30% Restocking fees.
Every effort is made to provide high quality, accurate images to assist you in selecting your furniture. However, images may vary in color depending on a number of factors including but not limited to individual computer monitor color settings, photography, lighting and natural variations. Therefore the item you receive may not be an exact match to what you see on your computer screen as physical and digital colors differ slightly in some cases. Sometimes measurements in furniture size are rounded off and thus may vary slightly (2-3 inches) from the description. If you require precise dimensions or actual upholstery color, please contact Lixra by phone or email for further assistance. Please note: Lixra will not be responsible for slight color variations or measurement differences(three inches or less)
** Special Orders are orders that are customized in terms of color, leather, chaise/lounge direction, tufted buttons, layout (addition or removal of section), etc. Clearance and Promotional orders are orders that are on clearance or have promotional coupons applied to it. These orders can’t be returned.
Service charges (White glove delivery fees) will not be refunded if the service is availed.
Steps to Initiate Return:
- Login to your Lixra account --> Go to Order Details Page --> Initiate Return
Click Initiate Return
Once Return is initiated in Lixra, our Returns Processing department will process the return and you can track the status of your return online.
