Refund policy

30-Day Return Policy

We accept returns on unused, unopened devices within 30 days of delivery. If you change your mind before using the device, contact us at support@luxuel.com and we'll confirm the return address and next steps. Return shipping on change-of-mind returns is paid by you. Once we receive the device unused and in its original condition, we'll issue a full refund to your original payment method within 5–7 business days.

Devices that have been opened or used are not eligible for return. Hair growth devices are personal-use health items — returned used units cannot be resold or reused safely.

What qualifies for a return

  • Device is unused and in original packaging
  • Return is requested within 30 days of delivery
  • Original receipt or order confirmation is provided

Damaged or defective items

If your order arrives damaged or defective, contact us within 7 days of delivery at support@luxuel.com with photos. We'll arrange a free replacement or full refund at no cost to you — this applies even to opened devices if the fault is ours.

Refused and undeliverable parcels

If a parcel is refused at delivery, or comes back to us as undeliverable because the address was wrong or nobody claimed it, we deduct the actual return shipping, plus any customs duties and import charges already paid, plus a 20% restocking fee from your refund.

We'd rather never charge this. If your plans change, email support@luxuel.com before the parcel moves and we'll sort it out at no cost. The charge exists because a refused parcel has already had duty paid on it and cannot be recovered or resold.

The Founding Pre-Order Guarantee

As a founding pre-order customer, you're placing trust in us before the first production run ships. We take that seriously. If for any reason Luxuel cannot fulfil your order, you will receive a full refund with no action required on your part.

Warranty

Both Luxuel laser caps — the Laser Cap 132 and the Laser Cap 272 — carry a 2-year limited warranty against manufacturing defects, running from the day your cap is delivered to you. That covers a device that won't power on, laser diodes that fail in normal use, controller faults, and power-supply or connectivity problems, including a failed mains adapter or cable.

It doesn't cover drops, impacts, water damage, normal wear — or results, which vary by person.

Email support@luxuel.com with your order number and what's happening. We'll repair or replace it at no charge. Warranty claims are separate from returns: a broken device gets fixed regardless.

Contact

Questions about a return or refund? Email support@luxuel.com. We aim to respond within 1–2 business days.

The 180-Day Commitment

We have no customer reviews yet, and we won't invent any. So instead of asking you to trust a testimonial, we'll take the risk with you.

Use the cap as directed for six months. If you're not satisfied with your result, keep the cap and we'll refund 50% of the price you paid. You don't post anything back, there's no restocking fee, and we don't inspect anything.

What we ask of you

  1. Register within 30 days of delivery — email support@luxuel.com with your name, order number and delivery date, subject line "180-Day Commitment".
  2. Use it properly — 30 minutes per session, three times a week, for six consecutive months.
  3. Check in once a month — reply with how many sessions you completed. One missed month is fine; two means the commitment lapses.
  4. Photograph the same area once a month — similar lighting each time, holding a handwritten note showing the date. Keep these yourself; you'll send them only if you claim.
  5. Claim between day 180 and day 210 — send all seven photos in one email. We'll confirm within 5 business days and refund within 5–7 business days of approval.

What we do with your photos: we look at them to assess your claim, and nothing else. They are never used in marketing, never published, never shared, and are deleted within 30 days of your claim being settled. You can withdraw them at any time, though we can't assess a claim without them.

Limited to our first 50 founding customers. One claim per customer, household, payment method and delivery address.

Questions? Email support@luxuel.com.