Refund policy

The Luxe Game Room is operated by EK Luxe LLC. If you have a problem with your order or would like to request a return, please contact us so we can help.

1. Return Eligibility

You may request a return for an eligible product within 30 days of delivery, subject to the conditions below.

For a change-of-mind return, the item must be:

Unused, uninstalled, and in new condition
Returned with its original packaging, accessories, and included materials
Approved for return before it is shipped back

The 30-day return window does not apply to final-sale or non-returnable products described below. Please review any product-specific return restrictions before purchasing.

Please report damage, defects, or incorrect items within 48 hours of delivery. This reporting period is separate from the 30-day request window for eligible change-of-mind returns.

2. How to Request a Return

Email: support@theluxegameroom.com
Phone: 1-833-700-4886

Include your order number, the item you wish to return, and the reason for your request. If an item is damaged, defective, or incorrect, include photographs of the issue and packaging.

If your return is approved, we will provide the return address, shipping instructions, and any applicable label or freight arrangements. An item may need to be returned directly to a supplier. Do not send a return to our business address unless we specifically instruct you to do so.

Request an eligible change-of-mind return within 30 days of delivery. If approved, ship the item within seven days of receiving our return instructions.

3. Return Shipping and Restocking Fees

Change-of-Mind Returns

For an approved return that is not due to damage, a defect, or an incorrect item:

You are responsible for the return shipping cost.
A restocking fee of 25% of the product price will be deducted from your refund.
If we provide a prepaid label or arrange freight, we will disclose the return shipping cost before you proceed. That cost will be deducted from your refund.

A prepaid label means shipping has been arranged in advance; it does not necessarily mean return shipping is free.

Damaged, Defective, or Incorrect Items

If we confirm damage, a defect, or a shipping error, we will coordinate an appropriate resolution with the supplier. If a return is required for that issue, you will not be charged return shipping or a restocking fee.

Please follow the instructions we provide. We may not reimburse shipping costs you arrange independently unless we approve them in advance.

4. Damaged, Defective, or Incorrect Items

Inspect your order promptly upon delivery. Please report any damage, defect, or incorrect item within 48 hours and provide:

Your order number
A description of the issue
Photos of the affected item
Photos of the packaging and shipping label

For freight deliveries, note visible damage on the delivery receipt before signing whenever possible. Keep the original packaging while we review the issue.

We will review the information and coordinate next steps with the supplier. Depending on the issue, these may include replacement parts, a replacement item, or an approved return and refund.

5. Enrico Bartolini Products: Final Sale

Enrico Bartolini products are made-to-order pieces. They are final sale and are not eligible for change-of-mind returns, exchanges, or the standard 30-day return window.

A cancellation request must be made within 72 hours of purchase and before production begins.

Natural variations in wood color and grain, seasonal checking, and slight movement or warping may occur in solid wood. These characteristics do not, by themselves, indicate a defect.

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photographs and a description of the issue. Final-sale status does not prevent you from reporting such an issue.

6. Other Non-Returnable Items

We do not accept change-of-mind returns for:

Personalized or custom-made products
Products identified as final sale before purchase
Used or installed products
Gift cards or downloadable digital products
Products damaged through misuse, improper handling, or neglect

If an item arrives damaged, defective, or incorrect, follow the reporting process in Section 4.

7. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds are issued to the original payment method within seven business days after refund approval. Applicable return shipping costs and restocking fees will be deducted as explained in Section 3.

Your bank or payment provider may take additional time to post the refund to your account.

8. Exchanges

Exchanges are available for eligible products, subject to approval and replacement availability.

A replacement is shipped after the returned item has been received and approved. Final-sale and custom-made products are not eligible for change-of-mind exchanges.

An approved exchange for the same item does not incur a restocking fee. We will explain any applicable shipping costs before you proceed.

9. Cancellations

A standard order may be canceled before shipment for a full refund. Enrico Bartolini orders follow the requirements in Section 5. Other custom or made-to-order products may have product-specific cancellation restrictions disclosed before purchase.

Once an order has shipped, it cannot be canceled and must follow the applicable return process.

10. Contact Us

The Luxe Game Room | EK Luxe LLC
Email: support@theluxegameroom.com
Phone: 1-833-700-4886
Hours: Monday–Friday, 9 a.m.–5 p.m. Eastern Time