Lux German manages the returns accordingly with Our Customer Care Team. Please note the most frequent questions about them and the related conditions.
How long do I have to make a return?
15 days after order is marked as delivered in the tracking page.
How do I make a return?
Within 15 days after receiving the order, if you are dissatisfied with it and you want to return any item, please contact our Customer Care Team by email admin@luxgerman.ae to begin the process, stating:
1. The order number.
2. The items name you wish to return.
3. The reason for return.
Our Customer Care Team will review your case and send you all the instructions. The procedure is very simple.
Once it arrives to our facilities, the item(s) will be refunded maximum in 7 working days.
Returnable Items
– Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);
– Faulty items damaged/broken during transportation;
Non-returnable items
– Products purchased in promotion for nearing expiry date;
– Open, used products;
– Any issue with the products detected after the 15 days of being delivered have passed.
- paid reshipment (if stock is available)
- discount code in the order’s amount deducted of the shipping cost
- refund in the order’s amount deducted of the shipping cost
For all shipping methods:
Returned Orders due to issues unrelated with the customer are reshipped with no extra cost or refunded totally, depending on the customer’s preference.
Returned orders due to “unclaimed” reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody collected the order on the pick up point/post office, and with no communication from the customer to our customer service team are solved with the issue of a discount code.
How and when will I get my refund?
Refunds can be made in the following situations:
Canceled orders (before shipment);
Orders returned by postal services (unclaimed or refused on delivery attempt);
Returns (returnable items);
Validated complaints of damaged, wrong, missing or expired products reported in a maximum of 15 days after order’s delivery. Complaints of allergic reactions to a products as well as unsatifaction with the results of the application of a products are not elegible for refunds.
Your refund will be processed within 7 business days. It will be automatically issued to the original account used to make the purchase.
As an alternative, costumer can chose the issue of a discount code in the amount of the order/products. Discount codes are valid for 12 months, counting from the day they are sent.
Exceptions are:
1 – Orders that were placed more than 6 months ago paid by Paypal, are not possible to refund by the same method. In such cases, we will ask the customer to send us his bank account details to process it.
2 – Returned orders due to “unclaimed” reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody colected the order on the pick up point/post office, and with no communication from the customer to our customer service team are refunded by discount code in the amount of the products.
3 – Payments made by FAB BANK have to be made by bank transfer so, we have to request bank account details to our customer to do it.
