Refund policy
Return Policy
We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, you may return the purchased items under the following conditions:
Right of Withdrawal
Under EU law, you have the right to withdraw from your purchase within 14 calendar days from the date you received your order, without needing to provide any reason. To exercise this right, please inform us clearly by email at info@lugensantos.com
Return Period
Beyond your legal right of withdrawal, we offer an extended return period of 30 days from the date you received your order.
Condition of Items
Items must be returned in new, unused condition with all original tags and packaging. Damaged, dirty, or altered products will not be accepted and will be sent back to the customer.
Returned items must be:
- In original, unused, and unworn condition
- With all original tags and packaging
- Free from damage, dirt, or alternations
Returns not meeting these conditions may be refused and sent back to you.
Return Shipping Costs
Our company covers the cost of return shipping for orders returned from within Luxembourg, provided the item is defective, incorrect, or damaged upon receipt. For returns from outside Luxembourg, customers are responsible for the return shipping costs, regardless of the reason for the return.
Return Process
To initiate a return, please follow these steps:
- Log in to your customer account and go to the "My Orders" section.
- Select the order containing the items you wish to return and click on "Return an Item."
- Follow the instructions to complete the return process and print the return label.
- Securely pack the items and attach the return label to the package.
- Drop off the package at a designated drop-off point or post office.
Refunds
Refunds will be issued to the original payment method within 14 days after receiving and inspecting the returned items. Please note that initial shipping fees are non-refundable.
Exchanges
If you wish to exchange an item, please follow the same return process and place a new order for the desired item.
Exceptions to Returns
For hygiene and safety reasons, certain products such as underwear, swimwear, or customized items cannot be returned unless they are defective or incorrect.
Contact Us
If you have any questions regarding your return, please contact our customer service at info@lugensantos.com.
We appreciate your trust and remain available for any further assistance.