Refund policy

Returns & Refunds

Eligible* online purchases may be returned in original condition, unworn and unused, with tags attached, within 14 days of the delivery date or 14 days from the in-store pick-up confirmation date email. 
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

The following items are final sale and not eligible* for return under any circumstances:

· Handbags

· Jewelry

· Accessories

· Swimwear

· Homeware

· Sale items listed at 20% off or higher

· Any item in 'as is' or 'vintage' condition

· Purchases made with Afterpay, layaway, full/partial store credit

· All purchases made in-store.

Returns: USA & International

US and international customers are responsible for arranging and covering the return shipping cost, plus any duties and taxes if/when applicable (outside of Canada). To request a return, please email orders@prelovedandluxe.com with your order number. Once a team member has verified the return, the item must be returned to PreLoved & Luxe Inc. at the client's expense (shipping fee and duties) within seven days of the approval date – the date the approval email is sent to the customer. The original shipping cost, duties and taxes (outside of Canada) will not be refunded.

Any items returned to PreLoved & Luxe Inc. that fall outside our return policy will be sent back to the client at their expense or consigned on their behalf.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@prelovedandluxe.com.

Condition & Liability

At PreLoved & Luxe Inc., every item we offer is carefully inspected before it becomes available for purchase. As a consignment and retail company, all products under our PreLoved section are pre-owned, and their unique condition reflects their previous life and wear. We do our best to provide accurate descriptions, detailed photographs, and transparent condition assessments so you can shop with confidence.

Please note that PreLoved & Luxe is responsible only for the condition of an item as it was received from the consignor. Because we do not manufacture these products, we cannot assume liability for any issues that arise from original production or craftsmanship—such as hardware or zipper failures, sole separation, seam tears, or other manufacturer-related defects that may appear after purchase. As the consignee, we act as a gateway to bring you access to said products, notwithstanding any changes, defects, or alterations made to the product post sale.

By shopping with us, you acknowledge the nature of consignment: all items under our PreLoved section are pre-owned, they may show signs of wear and may not perform like new goods. We encourage all customers to review the product details, available pictures on our website of said product, and condition notes carefully prior to purchasing.

If you have any questions about an item's condition before completing your purchase, our team is always happy to assist.

To start a return, you can contact us at shop@prelovedandluxe.com. Please note that returns will need to be sent to the following address, after the return has been approved. No return without prior approval will be accepted: 5431 Spring Garden Road, 203, Halifax, N.S. Canada, B3J 1G1

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Again, items sent back to us without first requesting a return will not be accepted. You may always contact us for any return questions at shop@prelovedandluxe.com. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will require video proof of the defect or damaged item to be included with your return request. Please ensure that the video is compressed into one file small enough for us to open on email.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products), Handbags, or consigned goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.