Return Policy

<!-- FIX 1: Replaced both hardcoded dates with a single __LAUNCH_DATE__ token. __LAUNCH_DATE__ MUST be set to the actual launch date before this policy goes live. -->

This Return Policy explains what happens when something goes wrong with your order at Luxe Breakers. It is part of our Terms of Service and is designed to make it clear what you should do and what you can expect from us.

1. What Is Final and What Isn't

All Collectible Pack purchases are final at the moment of payment confirmation. When you complete a purchase, the reveal of your Pack is made available to you immediately, and the coin contained in your Pack is yours. Because of how the reveal works, you cannot cancel an order, change your mind, or return a Pack for a refund based on:

• Which specific coin you received
• A change of mind after purchase
• Changes in precious metals spot prices or market conditions after purchase
• Disappointment with the coin's value, appearance, year, or other attributes that were not specifically represented

Luxe Breakers may still cancel orders on our end for operational, fraud, error, or compliance reasons, and we will issue you a full refund if we do.

Returns and refunds are available for the specific situations described below.

2. If Your Order Hasn't Shipped Yet

If there is an error with your order before it ships — for example, you notice that your shipping address is wrong, or we contact you about an issue — please email us at [email protected] as soon as possible.

We cannot guarantee that changes can be made after you place your order, but we will do our best. Once a Pack has entered shipping, address changes may not be possible.

3. If Your Coin Arrived Damaged or Defective

If your coin arrives with physical damage, a defect, or a condition not consistent with what was represented on the product page, please contact us within forty-eight (48) hours of delivery.

How to report damage or defect

Email [email protected] with:

• Your order number
• A description of the damage or defect
• Clear photographs showing the damage or defect and the condition of the shipping packaging
• Your preferred remedy (see below)

Please keep the original packaging until your issue is resolved. Please do not return the coin to us until we have confirmed next steps.

Your remedy

Your default remedy is your choice of:

• A full refund of the purchase price, including any shipping you paid, or
• Store credit for the purchase price, including any shipping you paid

We may also offer alternatives on a case-by-case basis, such as:

• A replacement, if one is available
• Enhanced store credit (greater than the purchase price) as a goodwill gesture
• A partial refund if you prefer to keep the coin

Return shipping

If your return is approved for damage or defect, we will provide a prepaid return shipping label at our expense.

4. If You Received the Wrong Coin

If the coin you received is not the coin that was pre-assigned to your Pack — that is, it does not match the coin shown in the physical reveal video for your specific Pack — please contact us as soon as possible at [email protected].

The same process, remedies, and return shipping terms described in Section 3 apply.

5. If Your Package Is Lost or Stolen

<!-- FIX 2: Added the 30-day outer reporting window from TOS §6.8. The existing 7-business-day (in transit) and 24-hour (shows delivered) steps below are nested inside this window as the process to follow within it. Existing steps unchanged. -->

To open a lost- or stolen-package claim, you must report non-delivery to us at [email protected] within thirty (30) days of the ship date. Claims reported after this window may not be eligible. The steps below describe the process to follow within that 30-day window.

Package still in transit

If your tracking information shows the package is in transit and it has not arrived by seven (7) business days past the expected delivery date, please contact us at [email protected]. We will initiate a carrier trace and insurance claim on your behalf.

Tracking shows delivered, but you did not receive it

If your tracking information shows the package as delivered but you did not receive it, please:

1. Check all common delivery locations at your address (porches, mailroom, front desk, neighbors)
2. Wait twenty-four (24) hours — packages occasionally show as delivered before the carrier completes delivery
3. Contact the carrier directly to open a missing-package report
4. File a police report if you believe the package was stolen
5. Contact us at [email protected] and share the carrier report number and police report number if applicable

<!-- FIX 3: Added the risk-of-loss carve-out mirroring TOS §6.5 — coverage ceases if the customer waived a required signature, left the package unattended, or released it to a third party. Existing customer-help steps above are unchanged. -->

When our coverage does not apply

Luxe Breakers' coverage and responsibility for a lost or stolen package cease if you instructed the carrier to deliver the package without a required signature, left the package unattended, or released the package to a neighbor, building front desk or mailroom, drop-off or pickup location, or any other third party.

What we will do

<!-- FIX 4: Reworded "a carrier insurance claim" to carrier-neutral "an insurance claim and/or carrier trace" to match the dollar/carrier-neutral TOS §6.3 (no naming the carrier as insurer). FIX 5: Made explicit that the lost-in-transit remedy is reship-or-refund at Luxe Breakers' sole discretion (NOT the customer's choice), consistent with TOS §7.3; the Section 3 refund/store-credit choice does not extend to lost-in-transit packages. -->

We will work with you and the carrier to resolve the issue. This may include pursuing an insurance claim and/or carrier trace. For a package lost in transit, your remedy is for Luxe Breakers to reship the item or refund the purchase price, at our sole discretion; the choice between a refund and store credit described in Section 3 does not apply to lost-in-transit packages. Resolution of lost-package claims typically takes two to four weeks and depends on carrier cooperation.

6. Chargebacks vs. Returns

If you have a problem with your order, please contact us before initiating a chargeback. Our return process is almost always faster than a chargeback, and most issues can be resolved in days rather than weeks.

Initiating a chargeback without first contacting us and giving us the opportunity to resolve your issue is a violation of our Terms of Service. Chargebacks for issues that could have been resolved through the return process may result in:

• Account suspension or termination
• Collection of the disputed amount through our payment processor
• Disqualification from future promotions and store credit

If you have already initiated a chargeback, please still contact us at [email protected] — we may still be able to help.

7. How Long Refunds Take

If we approve a refund, we will process it within three (3) business days.

Once we process a refund, the actual appearance of the funds in your account depends on your payment method and your bank or card network. Most refunds appear within five to ten (5–10) business days of processing, but some can take longer.

Store credit, when elected as your remedy, is applied to your account immediately upon approval.

8. How to Contact Us

For any return request, damage or defect report, missing package issue, or other problem with your order:

Email: [email protected] Subject line: Please include your order number

Please include the information described in the relevant section above. The more information you provide up front, the faster we can help.

We aim to respond to all return-related requests within two (2) business days.

9. Changes to This Return Policy

We may update this Return Policy from time to time. Changes apply prospectively — orders placed before the effective date of a change are governed by the Return Policy in effect at the time of the order. End of Return Policy