Question 1

How long does the warranty last?

Accepted Answer

All Luxe + Willow products come with a one (1) year limited warranty from the date of retail purchase by the original customer.

Question 2

What does the warranty cover?

Accepted Answer

Luxe + Willow only warrants Luxe + Willow products against defects in materials and workmanship under normal use for 1 year from the date of retail purchase from WWW.LUXEWILLOW.COM and from authorized Luxe + Willow retailers by the original customer (this Limited Warranty is NOT transferable to subsequent purchasers).

Question 3

What will Luxe + Willow do?

Accepted Answer

If a valid declaration under this Limited Warranty is received within the 1-year limited warranty period, Luxe + Willow will, at its discretion, either: (1) Repair the defect; or (2) Exchange the product for a new one. Except as specified herein, Luxe + Willow makes no other specific warranty.

Question 4

What is NOT covered by the warranty?

Accepted Answer

Damage caused by accident, abuse, misuse, flood, fire, earthquake, or other external causes; 
Damage caused by the product being exposed to or coming in contact with moisture (e.g. liquids, water, or rain, extreme humidity, unusual heavy perspiration, or other moisture), or extreme thermal or environmental conditions (e.g. sand, food, dirt, or similar substances); Unless the product is marked and advertised as waterproof, shockproof, weatherproof, etc.… 
Damage caused by operating the product outside the permitted or intended use as described by Luxe + Willow in the product documentation; 
A product or part that has been modified to alter functionality or capability;
Damage to the product (1) attributable to accessories or attachments not endorsed or suggested by Luxe + Willow or (2) attributable to accessories or attachments endorsed or suggested by Luxe + Willow but where usage thereof was outside of normal or recommended use; 
Cosmetic damage occurs through wear and tear, including but not limited to scuffs, scratches, dents, etc.
Any product where the serial number has been tinkered with, erased or obscured, or is not genuine;In addition, opening, stripping, or tampering with your product in any way will void this Limited Warranty.

Question 5

How do you get service?

Accepted Answer

To get service under this Limited Warranty, the original customer must do the following:

Review this Luxe + Willow 1-Year Limited Warranty to confirm that the product is warranted hereunder. 
Proof of purchase may be requested before warranty service will be provided. Please retain your purchase receipt or other evidence of purchase for your records. 
If no date of purchase is registered or no record of the purchase date is provided by you or otherwise accessible to Luxe + Willow at the time warranty service is requested, the warranty start/end dates will be determined by the date of product manufacture using the product serial number.
Contact Luxe + Willow Customer Care (support@luxewillow.com) to arrange warranty service by submitting a support request, including as many details as possible of the problem to ensure quick and easy service.

Question 6

Please Note:

Accepted Answer

Luxe + Willow Customer Care may request additional details about the product, including pictures or videos, and attempt to troubleshoot common issues before approving warranty service. 
Some products approved for warranty service may be subject to being returned to Luxe + Willow before a replacement product will be provided. 
Luxe + Willow is not responsible for shipping charges for replacements domestically or outside of the United States. If you live in the USA, you will be asked to pay a $7.99 shipping charge to get your replacement. If you live outside of the USA, you may be asked to pay a $15.00 shipping charge in order to get your replacement. 
Luxe + Willow strongly supports you to send returns with a tracking number or delivery confirmation number. Luxe + Willow is not responsible for lost or damaged returns sent by you. 
We additionally reserve the right to deny a warranty claim if we believe that such a warranty claim is fraudulent or designed to avoid the restrictive properties of this site.
Luxe + Willow reserves the right to change the terms of this limited warranty without any prior notice and at its sole discretion.

Question 7

Can I return my product for a refund?

Accepted Answer

Refunds are only available for new and unused products purchased at WWW.LUXEWILLOW.COM and must be returned directly to Luxe + Willow within twenty-one (21) days of receipt.

Products purchased through an unauthorized Luxe + Willow retailer will not be refunded by Luxe + Willow; in such case, any refunds must be acquired from the authorized retailer from which you purchased the product and will be subject to the retailer’s policy on refunds.

Question 8

What is the extent of Luxe + Willow and your justification and accountabilities?

Accepted Answer

In no event shall Luxe + Willow be liable for monetary damages or other losses arising from any product defect or failure, including, but not limited to, any loss of use, time, or for any troublesomeness or for any incidental or substantial damages.
Some states and/or provinces do not allow limitations on how long an obscure warranty lasts and/or do not allow the prohibiting or limitation of secondary or significant damages, so the above limitations or prohibitions may not apply to you. This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state and province to province. 
Luxe + Willow is not responsible for and will not be bound by any additional warranties provided by retailers and does not authorize any other person to make or assume any responsibility or liability in connection with any of its products.

Question 9

Counterfeiting

Accepted Answer

The struggle against unauthorized and counterfeit products is a long-term obligation to quality and service by Luxe + Willow. Luxe + Willow advises customers to be cautious when purchasing products from unauthorized resellers. While Luxe + Willow would like to help the victims of counterfeiting, we are not able to reimburse money used to purchase infringing or counterfeit goods, nor do we assist with the resolution of disputes. In the case where we have a good faith belief that warranty claims are the result of counterfeit products, we may reject such warranty claims, at our sole discretion.

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