TheluxurydirectReviews of theluxurydirect.com

Response from TheluxurydirectDec 18, 2025

We’re sorry for the inconvenience this caused and appreciate the chance to clarify. Your order was cancelled because the item did not pass our final quality inspection. When this happens, we proactively cancel and issue a full refund rather than ship a product that does not meet our standards. An email notification was sent at the time of cancellation. We understand how important eyewear is and regret that the explanation was not clear in our initial message. Refunds are processed immediately, and the time it takes for funds to appear depends on your bank or card issuer. We apologize for the frustration and appreciate your understanding that quality and customer protection are our top priorities.

Response from TheluxurydirectDec 18, 2025

Thank you for sharing your feedback. We’d like to clarify our policy to avoid any misunderstanding. All items we sell are new, unused, and factory-sealed unless explicitly stated otherwise. In the rare event that an item develops a manufacturer defect, our process follows the brand’s authorized warranty guidelines, which typically involve inspection and repair or replacement rather than immediate exchange—this is standard practice across the luxury watch and eyewear industry, including many retail stores. We do not resell repaired items as new, and no customer is ever required to accept a repaired product if they prefer a refund within the applicable return window and policy terms. We understand that some customers prefer in-store retail experiences, and we respect that preference. Our goal is to provide authentic products, transparent policies, and manufacturer-backed solutions when issues arise.

Response from TheluxurydirectDec 18, 2025

Thank you for your feedback. We’d like to clarify what occurred with this order. The shipment was cancelled immediately after processing because the item did not pass our final quality inspection due to a manufacturer defect. As a result, the order was fully refunded right away. No defective item was shipped. At checkout, the payment was authorized, and once the order was cancelled, the authorization was released/refunded according to standard card-issuer timelines. We categorically reject any suggestion of improper or “shady” behavior. Our decision to cancel and refund was made to protect the customer from receiving a product that did not meet our quality standards. We regret the frustration this caused and encourage customers to contact us through our official support channels so we can assist promptly.