RETURN POLICY
LUREXA RETURN POLICY
At Lurexa, we are committed to providing quality products. However, if you are not completely satisfied with your order, we offer a simple and transparent return policy.
1. Return Conditions
You have 14 calendar days from the receipt of your order to inform us of your wish to return one or more products. Returns will only be accepted under the following conditions:
-
The product must be unused, undamaged, and in its original condition (including packaging, accessories, and instructions).
-
The product must not have been modified (for example, table lamps must not have been assembled or used).
-
The product must be returned in its original packaging, if possible, to ensure its protection during transport.
Personalized or custom-made items, as well as products that have been opened or used, cannot be returned for hygiene and safety reasons, except in the case of a defective product or one that does not conform to the order.
2. Return Procedure
To make a return, please follow these steps:
-
Contact us: Before returning a product, contact our customer service by email at [your email address] or via our contact form available on the website to obtain a return number and specific return instructions.
-
Fill out the return form: Once your request is validated, you will receive a form to complete, which must be included in the return package.
-
Prepare the shipment: Carefully pack the product in its original packaging (if possible), adding the return form inside the package.
-
Ship the package: You are responsible for the return shipping costs, unless the product is defective or incorrect. The return must be made via a secure and tracked shipping service. We recommend keeping proof of shipment.
3. Refund
Upon receipt and inspection of the returned products, we will process the refund within 14 days of receiving the return, via the same payment method used during the purchase, unless you have specifically chosen another refund method.
The refund will include the amount of the returned product, but initial shipping costs are not refunded, except in the case of a defective product or one that does not conform to the order.
If the returned product is not in its original condition or if the return conditions are not met (damaged, used product, etc.), we reserve the right to refuse the refund or to reduce the refund amount.
4. Defective or Non-Conforming Products
If you have received a defective product or one that does not match your order, please inform us as soon as possible, preferably within 48 hours of receipt.
In this case, return costs will be at our expense, and we will send you a pre-paid return label. Once the product is returned, we will proceed with either a replacement or a full refund, depending on your preference.
5. Exemptions and Exclusions
Returns will not be accepted in the following cases:
-
Products damaged by misuse or improper handling after receipt.
-
Products whose original packaging has been opened or altered (except for defective products).
-
Personalized or custom-made products.
6. International Returns
If you have placed an order outside France, return costs will be at your expense, and you must use a secure and tracked shipping service. International returns may result in additional processing times for the refund.
7. Contact
If you have any questions or concerns regarding our return policy, you can contact us at the following address:
Lurexa
9 rue de Soultz
68000 Colmar, France
Email: Lurexa.pro@gmail.com
