Politique de remboursement
At Luxury Care, we want you to be completely satisfied with your order. If something is not right, our team is here to help.
1. Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must be:
- Unused and unopened
- In its original condition
- In its original packaging
- Accompanied by proof of purchase
To request a return, please contact us at contact@luxurycare.fr before sending your order back.
Returns sent without prior authorization may not be accepted.
2. Return Shipping
Unless the product is defective, damaged or incorrect, return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable, except where required by applicable law or when the return is due to an error on our part.
We recommend using a tracked shipping service when returning your order.
3. Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your order is damaged, defective or you have received the wrong product, please contact us at contact@luxurycare.fr as soon as possible, ideally within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
Our team will review your request and arrange a replacement or refund where appropriate.
This timeframe does not affect any statutory rights you may have under applicable consumer protection laws.
4. Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow several business days for the refund to appear on your account after it has been processed. Processing times may vary depending on your bank or payment provider.
5. Exchanges
We do not currently process direct exchanges.
If you would like a different product, we recommend returning the original item in accordance with this policy and placing a new order.
6. Order Cancellations
If you wish to cancel or modify your order, please contact us at contact@luxurycare.fr as soon as possible.
We will always do our best to accommodate your request. However, once an order has entered preparation or has been shipped, we may no longer be able to cancel or modify it.
Any statutory cancellation or withdrawal rights applicable to your order remain unaffected.
7. Pre-Orders
Products purchased on pre-order are reserved specifically for the selected shipping batch.
Estimated shipping dates displayed at checkout are provided in good faith and may occasionally change due to production, transportation or logistical circumstances.
If there is a significant delay, we will do our best to keep you informed.
Your statutory consumer rights, including any applicable right of withdrawal, remain unaffected.
8. European Union Right of Withdrawal
If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days without providing a reason, in accordance with applicable consumer law.
The 14-day period begins on the day you, or a person designated by you, receives the goods.
To exercise your right of withdrawal, contact us at:
Products must be returned in accordance with applicable legal requirements.
This section does not limit any additional return rights offered under our 30-day return policy.
9. Promotional and Sale Items
Unless otherwise stated, products purchased during a promotion or sale may still be returned in accordance with this policy.
Any statutory consumer rights remain fully applicable.
10. Gift Cards
Gift cards are non-refundable, except where required by applicable law.
11. Refused, Unclaimed or Returned Packages
Customers are responsible for providing a complete and accurate shipping address and for accepting or collecting their package when required.
If a package is returned to us because:
- The shipping address was incorrect or incomplete
- The package was refused
- The package was not collected from a pickup point
- Delivery attempts were unsuccessful due to circumstances outside our control
we may offer either:
- Reshipment, subject to payment of new shipping costs, or
- A refund of the eligible order amount once the package has been returned to us, minus any non-refundable shipping or return costs where permitted by law.
If a package is abandoned, destroyed or otherwise not returned to us by the carrier, refunds will be assessed on a case-by-case basis and in accordance with applicable consumer law.
12. Lost Packages
If your tracking information shows no movement for an unusual period of time, or if you believe your package has been lost, please contact us at contact@luxurycare.fr.
We will investigate the shipment with the carrier and assist you in finding an appropriate solution.
13. Contact Us
For any questions regarding returns, refunds or cancellations, please contact:
Luxury Care
Email: contact@luxurycare.fr
Our customer service team will be happy to assist you.