Refund policy

Refund policy: 14-day guarantee

In accordance with the provisions of article L.121-21 of the French Consumer Code, you have 14 days from receipt of your products (the date shown on your parcel tracking) to exercise your right of withdrawal, without having to justify your reasons or pay any penalty.

Returns must be made in their original, complete condition, including envelope, bag, accessories, gifts and labels, to enable the product(s) to be sold as new. In this context, your responsibility is engaged.

The product must not have been used or damaged, otherwise the refund will be refused.

Any damage to the product in this way may result in the loss of the right of withdrawal, as well as a penalty of up to 20% of the price of the returned products, corresponding to the cost of restoring them to their original condition.

Shipping costs for returns are at the customer's expense, and products must be returned using the shipping company we have previously used.

All shipments must be accompanied by a tracking number, which you must provide to our customer service department in the event of a return or exchange request.

To prevent abuse of product returns, we have defined distinct cases, with corresponding return fees:

• If you no longer want the product, if it is incompatible, or if you have changed your mind, you will have to bear the return costs. In the event of damage to the product requiring restoration, a penalty of up to 20% of the price of the returned products will be applied for restoration to as-new condition. In addition, a processing fee of 25% of the total order value (excluding shipping costs) will be deducted from the refund. This fee covers the various costs incurred for your order, including receiving, cleaning, repackaging and storage. These charges may be waived if you choose to receive a voucher or credit note on our luxurycare.fr website.

• In the event of a defective product, we will not ask you to return the product. We will return your order as soon as possible. If you do not wish to receive a second product, we will ask you to return the parcel to the address of our reception center, at your expense.

For all returns, please send an e-mail to contact@luxurycare.fr. We will send you the returns form and process your request. Please note that postal charges for returns are at the customer's expense.

Shipping:

All orders are dispatched within 24 hours, excluding weekends and public holidays, and are delivered in France, Belgium, Switzerland and the Netherlands within 5 to 10 working days.