Return and Exchange Policy

Your satisfaction is very important to us. We are committed to providing a safe, simple, and positive shopping experience for all our customers.

In the event that an unexpected situation occurs, this Return and Exchange Policy have been created to ensure transparency, security, and respect for our customers’ rights, in accordance with the applicable consumer protection laws within the European Union.

For situations involving a change of mind, defective products, incorrect deliveries, or size exchanges, the procedures described below will apply.

1. ELIGIBLE SITUATIONS FOR RETURNS OR EXCHANGES

  • Change of mind (Buyer's remorse): When the customer decides they no longer want the purchased item.

  • Manufacturing defects: Factory defects identified after the product has been used.

  • Defective or incorrect order: Product received damaged, incorrect, or with transit-related issues.

  • Size exchange: When the product delivered does not fit or the incorrect size was shipped.

2. TIMEFRAMES FOR REQUESTS

  • Change of mind: Up to 7 calendar days after delivery.

  • Manufacturing defects: Up to 30 calendar days after delivery.

  • Defective product / Shipping error: Up to 7 calendar days after delivery.

  • Size exchange: Up to 7 calendar days after delivery.

3. SHIPPING COSTS

There are no additional costs for the customer. All shipping costs regarding eligible returns or exchanges are fully covered by our store.

4. REFUND METHODS

The amount paid will be refunded according to the payment method used during purchase:

  • Credit Card: The refund will be requested from your card issuer and may take up to two billing cycles to appear on your statement.

  • Bank Transfer (TED): Processed within 10 business days, strictly to a bank account under the customer's name/tax ID.

5. HOW TO REQUEST A RETURN OR EXCHANGE

To start the process, please contact our customer support team via the email provided on our website, including the following details:

  • Product name

  • Order number

  • Email address used for the purchase

  • Reason for the request

  • For defective or incorrect items: A clear photo or video demonstrating the issue.

After your request is approved:

  1. A prepaid return shipping label will be sent to you at no cost.

  2. You must securely pack the product, attach the label to the package, and drop it off at the carrier within 7 calendar days.

  3. Once the package arrives at our distribution center:

    • For exchanges: A new item will be shipped to you as requested, along with an updated tracking code.

    • For refunds: The refund will be processed back to your original payment method.

6. SUPPORT CHANNELS

If you have any questions or need further assistance, please reach out to us through our official support channels listed on our website.info@luxezanhome.com