Refund policy

Last updated: November 15, 2025

At Luxoria Azzurro, we specialize in luxury timepieces and premium accessories. Due to the nature of our products—including face-to-face delivery in Puerto Rico, special-order items, and strict quality verification—our return and refund conditions differ from standard retail policies.

We are committed to transparency and fairness while protecting the integrity of every piece we sell.

1. In-Person Delivery (Puerto Rico Only)

For customers located in Puerto Rico, all orders are delivered face-to-face by a Luxoria Azzurro representative. During this process, the customer:

  • Inspects the item thoroughly

  • Confirms the model, specifications, accessories, and condition

  • Approves the item before completing the handover

Once the customer accepts the item, the sale is final and cannot be returned or refunded.

This verification process ensures complete confidence and eliminates issues related to product condition.

2. Orders Shipped Within the USA & Internationally

For customers outside Puerto Rico, all items are inspected, tested, photographed, and documented prior to shipment.

After delivery:

  • Returns are not accepted, except in cases of qualifying hidden defects (see Section 6).

  • Visible defects must be reported within 24 hours of delivery with photo or video evidence.

Once the item is used, resized, opened, modified, or worn, no claims of any kind will be accepted.

3. Special Orders (Pedidos Especiales)

Any order confirmed with suppliers—meaning payment to suppliers has already been processed—is considered a non-refundable special order.

  • No cancellations or refunds are permitted once the order is confirmed.

  • Customers have a 2-day window from confirmation to request a model change, provided the supplier order has not advanced beyond a point where changes are no longer possible.

4. Conditions for Exchanges (Model Changes Only)

Exchanges apply only to watches and only under the following conditions:

  • ✔ Valid reasons will be evaluated on a case-by-case basis

  • ✔ Exchange window: 7 days from the delivery date

  • ✔ The watch must show zero signs of use

  • ✔ All original accessories must be included (box, bag, papers, links, tags, seals, etc.)

If the watch shows any signs of use, a model change will only be processed after the original model is successfully resold.

Estimated resale time: 2 to 4 weeks.

No exchanges apply to accessories (bags, footwear, jewelry, sunglasses).

5. Items That Cannot Be Returned or Exchanged

The following items are considered final sale:

  • Accessories (bags, footwear, jewelry, sunglasses)

  • Custom items

  • Used watches

  • Gift cards

  • Sale items

  • Special orders already processed with suppliers

6. Hidden Defects (After Delivery)

If a hidden mechanical defect appears after delivery:

  • It must be reported within 3 days

  • The watch must show no signs of impact, fall, misuse, tampering, or water damage (except as covered in the Warranty Policy)

  • Luxoria will inspect the piece

If the issue is confirmed, Luxoria Azzurro may offer one of the following:

  • Repair

  • Replacement with the same model (if available)

  • Store credit

Refunds for hidden defects are not guaranteed and are issued solely at Luxoria’s discretion.

7. Warranty vs. Returns

This Return Policy is separate from our 1-Year Movement Warranty, which applies exclusively to watches.
Warranty claims do not qualify as returns or refunds.

For full details, please review our Warranty Policy:
👉 https://luxoriaazzurro.com/pages/warranty-policy

8. How to Submit a Claim

To submit a defect report or exchange request, contact:

📧 info@luxoriaazzurro.com

Please include:

  • Order number

  • Photos or videos of the issue

  • Description of the problem

  • For shipped orders: an unboxing video (if available)

Claims submitted without proper documentation may be denied.

9. Summary for Customers

  • All sales are final after in-person approval or shipment delivery

  • Returns are not accepted

  • Exchanges apply only to watches under strict conditions

  • Special orders are non-refundable

  • Accessories have no exchanges or returns

  • Hidden defects must be reported within 3 days