Returns & Refunds Policy

Medical hardware purchased through the store may be returned within 14 days of delivery, provided the equipment is in its original packaging, complete with all accessories, and has not been used in a clinical setting.

For hygiene and clinical-safety reasons, items that have been opened, deployed, or used in patient care cannot be accepted as standard returns.

Contact our support team with your order reference (found via the Order Tracking page or your confirmation email) and the reason for the return. Our team will confirm eligibility and issue return instructions with the correct return address.

Please do not dispatch equipment back to us before receiving these instructions, as unauthorized returns cannot be processed.

If a unit arrives damaged or develops a fault, report it to our team with your order reference and a description of the issue. Confirmed faults are resolved by replacement or full refund at your option, with return shipping covered by Luxa Health.

Once an authorized return is received and inspected, refunds are issued to your original payment method within 5 to 10 business days. You will receive a confirmation once the refund has been processed.

Original outbound shipping charges are refunded for confirmed faulty or damaged items; for standard change-of-mind returns, outbound shipping is non-refundable.

Returns for RFQ-confirmed bulk orders (50+ units) are governed by the terms agreed in your official quote. Raise any issues with your account contact and our procurement team will coordinate the resolution.