Your guide to returns, exchanges, and cancellations
Cancel within 30 days of delivery
Complimentary return shipping
Money back within 30 days
This Returns and Exchanges Policy details your options on how you can cancel a contract with us, how you can return your purchase, and your rights in relation to obtaining a refund or exchange.
You have the right to cancel the contract created by our written order confirmation without giving any reason 30 days from the day on which you acquire, or someone you nominate (other than the carrier) acquires, physical possession of the products in your order.
If you are a customer based in the European Union, the United Kingdom or the European Economic Area and have made a purchase via the Sales Channels, this is considered to be your statutory right to withdraw from the contract. To meet the withdrawal deadline, it is sufficient for you to withdraw before the withdrawal period has expired.
To cancel the contract and return your product(s):
You can send us in writing an unequivocal statement such as a letter or e-mail to: info@lux-store.eu
Products that have been purchased through the website may only be returned to our distribution center at the address of our Returns Department, as provided in the email confirming the order cancellation.
You may choose (a) to use our pick-up service and agree on a pick-up date with our logistics partner, or (b) a parcel drop-off at any of our logistics partner's network locations within the eligible return period.
The Client Relations Center will send you a return form by e-mail or ask you to complete the return form that was enclosed with your product delivery. Please fill out the required information and sign it.
You must include in the delivery package: the completed return form, the product, all its accessories, any free items received, the Service Guide, warranty card and all other documents, in their original box.
Seal the delivery package and affix the pre-paid airway bill received with your purchase.
For our pick-up service, our logistics partner will pick-up the sealed package on the agreed date. For our drop-off service, please drop-off the product at the agreed logistics partner's network location.
Important:
You must keep a proof of return shipment. We accept no liability if proof cannot be produced. Only merchandise received by our distribution center will be eligible for a refund or exchange.
We will verify that the returned product satisfies the conditions of the Returns and Exchanges Policy and, if so, then proceed with the applicable refund or exchange.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original LUX STORE box and delivery package, including all accessories and documents.
For example, timepiece bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.
If you have received free items as part of your order, they must be returned with the products.
All returns will be subject to strict Quality Control ("QC") by us to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, we will refuse the return, and the products will be returned to you. If the returned product satisfies QC, we will proceed with the applicable refund or exchange.
We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
Personalized or Bespoke Products
Orders for products that have been personalized in any way or otherwise made for you with bespoke specifications cannot be cancelled. This includes, without limitation, products that have been engraved or embossed.
Writing Instruments
Writing instruments that have been filled with ink, as well as bottles and refills that have been opened, cannot be returned to us.
Cosmetic Products
Cosmetic products that have been opened or for which their original seal has been removed cannot be returned to us. Cosmetic products must be returned unused, unopened and with their original seal.
Fragrance and Aerosols - Final Sale
Please note, fragrance and aerosols are final sale and may not be returned.
You may return a product purchased through the Sales Channels for refund, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Refund Process:
If the return complies with these Conditions of Sale, we will use commercially reasonable endeavours to refund the purchase price to the buyer using the same means of payment as used by the buyer for the initial transaction within thirty (30) days after receipt of the returned item by the LUX STORE distribution center.
Initial shipping charges (if any) will be refunded, except where you had originally opted for a non-standard delivery, in which cases the supplemental costs (if applicable) will be non-refundable.
You may return a product purchased through the Sales Channels for exchange with another LUX STORE product, provided that the return complies with these Conditions of Sale, in particular with (a) Right to Cancel and (b) Return Process above.
Exchange Process:
In any event, the sale of the returned product will be cancelled and a new order for the product ordered must be placed.
Should a product be returned to the LUX STORE distribution center for exchange with a less expensive product, only the buyer of the returned product will be entitled to receive a refund of the price difference.
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate