Refund policy

No cash refunds

Luxani Living does not offer cash refunds on any purchases. Any refund or credit under this policy is in the form of store credit only.

Luxani Living does not offer returns for opened items, and does not offer returns for unopened items as a general rule, except as set out below.

At Luxani Living, we take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety, and construction is our priority. Upon receipt, please inspect your purchase and notify us of any damage. Please note that sizes are approximate.

How to contact us

To submit a damaged-item claim, to request a cancellation before shipment, or to request an unopened-item return, email Luxani Living customer service at luxanicustomerservice@gmail.com, or call +1 (403) 796-9690. All requests must be made by email to customer service so there is a written record — a phone call alone does not start a claim, a cancellation, or a return.

Showroom: 60 Industry Way SE, Unit 205, Calgary, AB — by appointment.

If your item has not shipped yet

Not custom: If your item has not shipped yet and is not a custom / order-basis item, you may request a full refund in the form of store credit only. No cash refund will be issued, and no restocking fee applies to this cancellation. Email customer service before the item ships to request it.

Custom / order-basis: If your item has not shipped yet but is custom / order-basis, it is final sale. There will be no refund, no return, and no store credit. Custom / order-basis items are sofas, sectionals, and all upholstery and leather items, because these items are brought in on an order basis for that customer.

If your item has shipped out

Opened items: Opened items are not eligible for return, exchange, refund, or store credit, for any reason, including change of mind, colour, comfort, or firmness, except for a damaged-item claim for fix or repair as set out below.

Slight colour variation and level of comfort or firmness are considered a matter of preference and not a defect, and do not make an opened item returnable.

Unopened, non-custom items: If your item has shipped out, is still in its original, unopened packaging, and is not custom / order-basis, you may email customer service to request approval for a return before sending anything back. Do not ship an item back without written approval.

If Luxani Living approves the return in writing, the remedy is store credit only — no cash refund. A 50% restocking fee will be deducted from the store credit, and you pay the full shipping and handling to get the item back to the store. The original shipping and handling charges are non-refundable and are not included in the store credit.

The request must be made within 7 days of delivery. The item must be received in its original, unopened packaging, in usable condition, with no stains, tears, burns, pet damage, odours, or other soiling. Products with scratches, stains, damage, or modifications cannot be returned under this exception. Products must be in usable condition to be eligible, as determined solely at Luxani Living's judgment. Returns are accepted or rejected at Luxani Living's sole discretion. Luxani Living may request descriptions and/or images before accepting a return. Failure to comply with Luxani Living's requests may result in refusal of return.

The return process must be completed within 1 week of being provided instructions from Luxani Living, or the return may be refused. We only accept returns from areas of Canada that we ship to.

Luxani Living does not schedule pickups for returns. It is the customer's responsibility to get the item back to Luxani Living's location at their own cost.

Individually purchased replacements or add-ons that were not part of your original order are not eligible for returns.

Custom / order-basis items, even if unopened: Sofas, sectionals, and all upholstery and leather items are final sale, even if unopened, because these items are brought in on an order basis. There will be no refund or return for these items, except for a damaged-item claim for fix or repair as set out below.

Damaged items — report within 7 days after delivery

If your item arrives damaged or defective, it must be reported to luxanicustomerservice@gmail.com within 7 days after being delivered, to get the item fixed or repaired. Delivery is the date the carrier confirms delivery. A phone call, a message, or an email to another address does not count as reporting within 7 days — the claim must be emailed to customer service within that 7-day window.

To submit a claim, you must inspect your order immediately upon delivery, before disposing of the original packaging, and provide clear photographs of the damaged item, the original packaging, the shipping label, and any visible damage to the shipping box or crate. If you are working with a designer, contractor, or third-party installer, all items must be thoroughly inspected upon delivery rather than at the time of installation. Claims for damage discovered after installation may not be covered.

Without photographs, Luxani Living reserves the right to assess the validity of the claim and/or any fee. The remedy for a valid damaged-item claim is to get the item fixed or repaired. Replacement is at Luxani Living's sole discretion if repair is not possible. A damaged-item claim does not entitle you to a cash refund, a return for cash, or store credit, unless Luxani Living decides otherwise in writing. Failure to report damage within 7 days may result in the claim being denied.

Final sale items

The following are final sale and are not eligible for a return, exchange, refund, or store credit, except for a damaged-item claim for fix or repair:

• Floor models, Reduced as Is, One of A Kind, or damaged items;
• Clearance items, except for items arriving damaged and documented by the carrier. Clearance items are not eligible for warranty claims unless a warranty applies to that item and reports of defects are submitted within 14 days of delivery. Cosmetic damage is not covered;
• Custom products and special orders, including sofas, sectionals, and all upholstery and leather items, because these items are brought in on an order basis for that customer. Purchases of custom-made products, including non-stocked upholstery, are final. Production times are our best estimate and cannot be guaranteed, and do not represent grounds for cancellation or compensation;
• Items that are no longer available / discontinued: Luxani Living may allow cancellation of your order or part of your order if the item is no longer available, and will contact you by telephone or email to discuss your order. All orders will be confirmed with you via email prior to delivery and after we receive your payment.

Cancellation

When you place an order, you are making an offer to purchase. Luxani Living reserves the right to accept or decline your order for any reason at its discretion. Your order is not accepted until Luxani Living confirms acceptance, and Luxani Living must receive and process your payment before your order is accepted. Except as set out above, and except where an item is discontinued, Luxani Living may be unable to accommodate cancellation requests after an order is accepted.

Colour, leather, marble and stone, and wood

Due to the many variations in monitors and browsers, further accentuated by differences in photography and lighting of pictures, colour reproduction is not precise. For that reason, we cannot guarantee that an item viewed on the site accurately portrays its colour/look.

Leather is a natural material, and surface marks, brand marks, natural scarring, insect bites and variances in colour show that the leather is genuine top grain. Since these unique characteristics are not defects and provide uniqueness to the product, these items are not eligible for return.

Marble and natural stone are organic materials formed by nature and will naturally vary in colour, veining, pattern, texture, mineral deposits, and surface movement. No two pieces are identical. Variations between showroom samples, website images, and the delivered product are expected and are not considered defects. Small pits, fissures, shading differences, and natural markings are inherent characteristics. For this reason, marble and natural stone items are not eligible for return, exchange, refund, or store credit due to natural variation.

Wood is a natural material and may display variations in grain pattern, knots, texture, tone, and colour. Changes in humidity and temperature may also cause natural expansion, contraction, or slight movement over time. These characteristics are normal and are not considered manufacturing defects. Differences between showroom samples, website images, and delivered items are to be expected. As such, wood products are not eligible for return, exchange, refund, or store credit due to natural variations in grain, colour, or texture.

Knots, unique grain patterns, worm holes and other striations in the wood can all be present in solid wood and are not considered to be a defect. Aging, contraction and expansion of wood, and differentiation amongst grain and appearance are to be expected. Cracks that could appear over time due to expansion and contraction of solid wood are not considered to be manufacturing defects and no refunds or cancellations are provided when such events occur.

Warranties

Not all items carry a warranty. Whether an item has a warranty, and what it covers, depends on who the item is from — the manufacturer / supplier. Some items have a manufacturer warranty, some do not, and Luxani Living does not promise a warranty on every item.

Where a manufacturer / supplier warranty does apply, it is valid only when products are used for their intended purpose and exhibit normal use, and it does not cover defects or damage resulting from: negligence, misuse, accidents, abnormal use, modifications, improper cleaning, pets, or commercial use.