Returns and Refunds Policy

Return and Refund Policy

Cancellations & Refunds: At Sustainably Luxe Living we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

If you have questions, please send an email to support@sustainablyluxeliving.com.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Once your order leaves the warehouse, cancelation will no longer be possible. Reach agents during business hours at (804) 626-5715, the chat in the bottom right, or email support@sustainablyluxeliving.com any time. 

Cancellations of Custom Orders

All sales are final for custom made and Made-to-order products and may not be cancelled after the order is processed. The orders are made to the exact specifications of the customer and therefore will be charged in full when processed and may not be cancelled  as these products are made to your specification and put into production specifically for your order.

Custom order brands include [TBD].

Your warranty will guarantee you a fully functional and operational product. 

If it is not clear whether your order is custom or made-to-order, please message or call us. 

Refunds and Returns.

We have a 30 day return policy on any eligable non-custom order,* which means you have 30 days from delivery of your item to request a return and refund. Any eligable return will recieve a refund of the purchase price less the original freight or ground shipping costs and any associated restocking fees (these fees will vary depending on the brand, but are usually around 25%). 

Due to ever increasing LTL/freight costs, you, as the customer will be responsible for all return shipping arrangements, return shipping charges, and associated fees (ie, re-stocking fees) caused by customer error, unless otherwise stated on the product page. 

*Individual items will have varying refund and return policies depending on the brand. Please see individual product pages for details or contact us with questions at support@sustainablyluxeliving.com.

Any item being returned must be in its original, unopened packaging and in new, saleable condition. Returned products must include all parts, hardware, etc. 

The customer assumes responsibility for the return of the product in new condition. If a product is not returned in new condition (without prior authorization), a refund will not be issued.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

To start a return, please contact us at support@sustainablyluxeliving.com. If your return is accepted, we will let you know where to send the returned item (return shipping address will depend on the brand).

In order to ensure proper credit to your account, all returns must be in received in its  original packaging with the return authorization number written on the original packing slip. 

We will notify you once your return has been received and inspected and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping Times

We promise to do our best to get your order to you as soon as possible. Where possible, we provide estimated shipping times on the product pages (depending on the brand). All orders are processed within 1-2 business days. Delivery times will vary depending on the product and the brand. You will receive an email once your order has been processed and a tracking number via email once the product has been shipped.

Order delays are sometimes unavoidable and are outside of Sustainably Luxe Living's control. We appreciate your business and ask you to please be patient and understanding with us with any shipping delays. 

Please Read the Following

When you are making a purchase from Sustainably Luxe Living, you are acknowledging and agreeing to the following:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Sustainably Luxe Living within 48 hours of the product being delivered.

  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 

  • I understand that products must be returned unopened and unused, in new and saleable condition (and include all parts, hardware, etc).  

  • I understand that if my order has left the warehouse, I am unable to receive a full refund. 

  • I understand that if I return my order once it has shipped, I will be responsible for the arrangement of the return shipment, paying any return shipping fees, and paying any associated restocking fees, which vary by product and brand, but are usually around 25%. 

Damages

In the unlikely event that a product is damaged in shipment, you must accept the delivery, make note of the visible damages on the POD (proof of delivery) receipt when signing for the delivery, and contact us immediately. It is critical that you make note on the POD of any and all damages to the boxes, or visible damage to the items inside them, when you accept the shipment.

If the boxes are damaged but complete inspection of the items within is not possible, please notate the specifics on the POD (for example: 2 boxes are torn and have multiple punctures and holes). Sustainably Luxe Living will file and coordinate all damage claims with the shipping carrier.

Shipments not noted as damaged on the delivery receipt are not eligible for damage replacement. All damaged claims must be made within 48 hours of receipt of goods, so we are able to submit the claim with the carrier.

Photos and/or videos must be sent for showing freight damage within 48 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 48 hours. 

Damaged goods cannot be returned for credit. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a detailed description of the damage to support@sustainablyluxeliving.com and we will process an insurance claim on your behalf.

Damaged Shipments noted as damaged on the Delivery Receipt will be replaced all, in part, or repaired to new condition, as deemed necessary by Sustainably Luxe Living, at no cost to the customer.

Warranty

All of our products have guaranteed warranty policies* - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end. 

*Warranties vary depending upon the brand or manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 48 hours, that is not a warranty claim.

Used mattresses are ineligible for return or refund unless covered by the specific brand's warranty policy.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact support@sustainablyluxeliving.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.