Refund and Returns Policy
Refund and Returns Policy
Clear rules. Fair process. Your funds stay protected.
1. Our Role in Returns
Our role — we connect, we protect, but we don't sell
TheLuxuryCrypto connects buyers and sellers of luxury watches. We are not a party to any sale agreement. Returns are managed directly between buyer and seller.
What we do: Our Escrow service holds funds securely during the return process, protecting both parties.
2. Returns: Professional Sellers vs. Private Sellers
Who you buy from changes the rules
| Type of Seller | Returns Policy |
|---|---|
| Professional Seller (dealers, shops) | ✅ Legally obligated to accept returns within 14 days of receipt (UK/EU consumer protection laws). Item must be in original condition. |
| Private Seller (individual collectors) | ⚠️ Not legally obliged to accept returns. Returns are a mutual agreement between you and the seller. Discuss and confirm via our platform chat before you buy. |
3. Items Not Eligible for Return
When returns are not possible
❌ Items that have been worn, altered, or damaged after receipt (unless shipping damage)
❌ Items returned without original packaging, papers, or certificates
❌ Gift cards or digital services
4. The Return Process (When a Seller Accepts a Return)
How returns work — step by step
| Step | Action |
|---|---|
| 1 | Contact the seller first — Notify them of your intention to return. Agree on details. |
| 2 | Keep funds in escrow — Do NOT confirm receipt. Your payment stays protected. |
| 3 | Ship the item back — Use trackable, insured shipping. You are liable until the seller receives it. |
| 4 | Inspection & refund — Seller confirms return. Escrow releases funds back to you. |
5. Return Shipping Costs
Who pays for return shipping?
Generally: Buyer pays, unless agreed otherwise with the seller.
If seller made an error (wrong item, misrepresented condition): You may negotiate for the seller to cover the cost.
6. Exchanges
What if I want to exchange instead of refund?
Exchanges are handled directly between buyer and seller:
Agree on the exchange with the seller.
Follow the return process for the original item.
Complete a new transaction for the exchanged item (Escrow available again).
7. Late or Missing Refunds
What if I don't get my refund?
First: Check with the seller — they are responsible for initiating the refund confirmation.
If unresolved: Contact us at hello@theluxurycrypto.com (especially if you used Escrow). We will investigate and mediate.
8. Transactions Outside Escrow
Returns without Escrow — not recommended
For transactions outside our Escrow service, TheLuxuryCrypto has no involvement in returns. We cannot mediate or guarantee any refund.
We strongly recommend using our Escrow service for all transactions. It's the only way to keep your payment protected.
9. Contact Us
Need help with a return or dispute?
📧 hello@theluxurycrypto.com
💬 Live chat available on the platform (Mon-Fri, 9-18 GMT)
Legal
The Luxury Crypto is an escrow facilitation service. Returns are managed between buyer and seller. Escrow funds are released only upon buyer confirmation or dispute resolution. Seller fees: 0%. Buyer fee: 1% of transaction value (only if you choose escrow).