Customer Dispute & Resolution
At Luxgrove, we want every customer to have a straightforward way to resolve any issue with their order.
If you experience a problem with a purchase, delivery, product, refund, or payment, please contact our customer support team and we will work with you to resolve it.
How to Contact Us
Email: support@getluxgrove.com
Support Hours: Monday–Friday, 9:00 AM–8:00 PM
We aim to respond to customer enquiries within 1–2 business days.
When contacting us, please include your name, order number, and a brief description of the issue so we can assist you as quickly as possible.
Issues We Can Help With
Missing or delayed orders
Damaged or defective products
Incorrect items
Returns and refunds
Order cancellations
Duplicate or incorrect charges
Delivery issues
Product-related concerns
Any other issue relating to your Luxgrove purchase
How We Resolve Customer Issues
Once we receive your enquiry, our support team will review the circumstances and work with you toward an appropriate resolution.
Depending on the issue, this may include:
Providing additional delivery information
Replacing a damaged, defective, missing, or incorrect item
Providing return instructions
Issuing a partial or full refund where appropriate
Correcting an order or billing issue
We may request reasonable information such as your order number, photographs of a damaged product, or shipping information to help us investigate the issue.
Refunds
Approved refunds are issued to the original payment method.
Once a refund has been processed by Luxgrove, your bank or payment provider may take an additional 5–10 business days to make the funds available.
For full details, please see our Returns & Refund Policy.
If You Are Not Satisfied With the Initial Resolution
If you believe your issue has not been resolved satisfactorily, reply to your existing support conversation and ask for your case to be escalated for further review.
A senior member of our customer support team will review the circumstances and work with you toward a resolution.
Our Commitment
We take customer concerns seriously and aim to resolve legitimate order and payment issues fairly and promptly.
If you have any questions or need assistance with an existing order, please contact: