Refund policy

Please read our return policy carefully. No exceptions will be made, as you agreed to these terms at the time of purchase.

Returns

Timeframe:
You have 14 days from the date of receiving your product to initiate a return.
Unfortunately, if more than 14 days have passed, we cannot offer a refund or exchange.

Conditions:
Returned items must be unused, in the same condition in which you received them, and in the original packaging. For items where hygiene is a concern, the product must be thoroughly cleaned before the return process begins.

Exclusions:
For hygiene reasons, some items cannot be returned, including:

  • Underwear

  • Lingerie

  • Tights

  • Certain personal care items

How to start the return process:
To initiate a return, please send an email to luxr-maastricht with the following:

  • Your order number

  • Reason for return

  • A photo of the item (in case of damage)

  • Your contact details

Refunds

Procedure:
Once your return is received and inspected, you will receive an email notifying you of the approval or rejection of your refund.

If approved, your refund will be processed automatically within 30 days to your credit card or original payment method.

Late or missing refunds:
If you haven’t received your refund after 30 days:

  1. Double-check your bank account.

  2. If it's still not received, contact us via luxr-maastricht.com for assistance.

Return Shipping Costs

Customers are responsible for the cost of return shipping.
We highly recommend using a track & trace service, as we are not responsible for lost return shipments.

Returns must be shipped to China, and return shipping fees start from €20, depending on your location. These costs are the customer’s responsibility.

Exceptions

  • Defective or incorrect items:
    If you receive a damaged or incorrect product, we will send a replacement at no extra cost.
    If the issue occurs a second time, you will receive a full refund.

  • Order cancellations:
    Orders cannot be cancelled once placed, due to our automated processing system.

For any questions or more information about our return policy, please feel free to contact us at luxr-maastricht.com.