RIGHT OF WITHDRAWAL, RETURNS AND REFUNDS

General Principle

In accordance with the applicable Luxembourg and European legislation governing distance selling, customers have the right to withdraw from their purchase within fourteen (14) days from the date of receipt of the goods, except in the cases referred to in Section 6.2.

To exercise this right, customers may submit a return request or cancellation request directly from their customer account by clicking HERE.

Customers may also exercise their right of withdrawal by sending an unequivocal statement to: contact@luxmarter.com

Upon receipt of the request, Luxmarter will issue a Return Authorisation Number to facilitate the processing of the return.

Any withdrawal request shall be subject to the conditions set out below.

Products Excluded from the Right of Withdrawal

In accordance with applicable legislation, the right of withdrawal does not apply to:

  • personalised, monogrammed or made-to-order products;

  • sealed products which have been unsealed by the customer after delivery and which cannot be returned for reasons of health protection or hygiene, including earrings, body piercings, skincare, beauty and personal care products sold on LUXMARTER.COM;

  • food products.

These products may not be returned, exchanged or refunded unless they are defective or do not conform to the contract.

Return Conditions

Customers must return the goods within fourteen (14) days from the date on which they communicated their decision to withdraw.

Returned products must be in a condition suitable for resale and, where applicable, accompanied by any accessories and the original packaging, provided that such packaging could reasonably have been retained after opening the parcel.

Customers are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods, in accordance with applicable legislation.

Customers are encouraged to handle jewellery with the same level of care that would reasonably be expected when examining similar items in a physical retail store, in order to preserve their condition and value.

1. Refund Following the Exercise of the Right of Withdrawal

Luxmarter will reimburse all payments received for the returned products, including, where applicable, the cost of the standard delivery option offered at the time of purchase.

The direct cost of returning the goods shall remain the responsibility of the customer, unless otherwise required by applicable law.

Luxmarter may withhold reimbursement until the returned goods have been received or until the customer has provided evidence of having sent back the goods, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.

Damaged or Non-Conforming Products

All products are carefully inspected before shipment.

If a parcel is received in a damaged condition, customers are encouraged to accept the delivery subject to reservation and to contact Luxmarter within seventy-two (72) hours, providing supporting photographs where possible, in order to facilitate the handling of the claim with the carrier and discuss the appropriate solution.

Any claim concerning a damaged or non-conforming product should be reported:

  • to the carrier; and

  • to Luxmarter by e-mail at contact@luxmarter.com, together with supporting photographs, within seventy-two (72) hours of receipt.

1. Refund or Replacement of Damaged or Non-Conforming Products

Where a product is delivered in a damaged or non-conforming condition, Luxmarter will, at the customer's choice and in accordance with applicable law, arrange either a replacement or a full refund, including the purchase price and the original delivery costs.

In such cases, the cost of returning the goods shall be borne by Luxmarter.

Following receipt of the returned goods and confirmation of the lack of conformity, Luxmarter will process the refund without undue delay, using the original payment method.

A refund confirmation will be sent to the customer by e-mail.

In all cases, reimbursement shall be be made without undue delay and no later than fourteen (14) days, in accordance with applicable legal requirements.