RETURN & REFUND POLICY

Last updated: 15 August 2026

At Luxem Swiss, we want you to feel confident with every purchase. We offer a 30-day return period, including the statutory rights available to consumers under applicable law.

Nothing in this policy limits any mandatory consumer rights applicable in the customer’s country.

1. 14-DAY STATUTORY RIGHT OF WITHDRAWAL

Consumers purchasing online within the European Union have the right to withdraw from an eligible purchase without giving a reason.

You must notify us of your decision within 14 calendar days after receiving the goods. If an order is delivered in separate shipments, this period starts when the final item is received.

After notifying us, you must send the goods back within the following 14 calendar days.

To exercise this right, email support@luxemswiss.com with a clear statement that you wish to withdraw from the purchase. Include your name and order number so that we can identify the order.

Prior approval is not required to exercise the statutory right of withdrawal. However, contacting us before sending the parcel helps ensure that it is directed to the correct return location.

You may inspect and try the product in the same way that would normally be permitted in a physical shop. Footwear should be tried on indoors on a clean surface.

You may be responsible for any reduction in value caused by handling or use beyond what was necessary to establish the product’s nature, characteristics, fit and functionality.

Original packaging should be included whenever available, but its absence alone does not cancel the statutory right of withdrawal.

2. VOLUNTARY RETURNS BETWEEN DAYS 15 AND 30

Luxem Swiss extends the return period to 30 calendar days after delivery.

For a return requested after the statutory 14-day period, the item must:

• Be unworn outdoors and unused, apart from an indoor fitting

• Be clean, undamaged and in resalable condition

• Include its original tags, where applicable

• Include the original shoebox and packaging

• Include the order number or other proof of purchase

Please place the original shoebox inside protective shipping packaging. Do not attach labels or tape directly to the shoebox.

This voluntary extension does not restrict your statutory consumer rights.

3. HOW TO START A RETURN

Email support@luxemswiss.com and include:

• Your full name

• Order number

• Product you wish to return

• Whether you are requesting withdrawal, a voluntary return or making a complaint

• Photographs when reporting damage, defects or an incorrect product

We will provide return instructions and information about the correct return destination.

Return address

Luxem Swiss Returns
[INSERT CONFIRMED RETURN STREET AND UNIT]
[INSERT POSTCODE AND CITY]
Poland

Do not send a return to any other address. We do not accept in-person returns unless this has been agreed in writing.

4. RETURN SHIPPING COSTS

For a change-of-mind withdrawal or voluntary return, the customer bears the direct cost of returning the goods unless Luxem Swiss agrees otherwise in writing.

We recommend using a tracked shipping service and retaining proof of shipment.

If the product is defective, damaged upon arrival, or different from what was ordered, Luxem Swiss will bear the necessary return, repair or replacement costs in accordance with applicable law. Contact us before shipping so that we can arrange the appropriate return method.

5. REFUNDS

For a valid statutory withdrawal, we will refund:

• The purchase price of the returned goods

• The cost of the least expensive standard delivery method offered for the original order

Any additional amount paid for express, premium or another more expensive delivery option is not refundable beyond the cost of the least expensive standard delivery method.

The refund will be made without undue delay and no later than 14 calendar days after we receive your withdrawal notice.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent, whichever occurs first.

Refunds are normally issued using the original payment method unless you expressly agree to another method that does not create additional costs for you.

For voluntary returns made between days 15 and 30, the refund will be processed after the returned goods have been received and inspected.

Your bank or payment provider may require additional time to display the refund in your account.

6. DAMAGED, DEFECTIVE OR INCORRECT GOODS

If your order arrives damaged, defective or contains an incorrect product, contact support@luxemswiss.com.

Please provide:

• Your order number

• A description of the problem

• Photographs or video, where reasonably possible

• Your requested resolution

Under applicable Polish consumer law, the seller is responsible for a lack of conformity that becomes apparent within two years after delivery.

Depending on the circumstances, the customer may request repair or replacement. A price reduction or withdrawal from the contract may be available when the conditions required by law are met.

Luxem Swiss will respond to a consumer complaint within 14 calendar days after receiving it.

Reporting the problem promptly helps us investigate it, but failure to inspect the order immediately does not automatically remove your statutory rights.

7. EXCEPTIONS

The statutory right of withdrawal may not apply to certain products where an exception is provided by law, including:

• Goods made to the customer’s specifications or clearly personalized

• Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken

Any exception will be clearly disclosed on the relevant product page before purchase.

These exceptions do not remove a customer’s rights when goods are damaged, defective or otherwise not compliant with the contract.

8. SALE ITEMS

Sale and discounted items are covered by the same statutory consumer rights.

They are also eligible under our voluntary 30-day return policy unless a lawful exception was clearly disclosed before purchase.

9. EXCHANGES

We do not currently process direct exchanges.

To order a different size or product:

1. Submit a return request for the original product

2. Follow the provided return instructions

3. Place a new order separately

This helps avoid delays and ensures that the requested product remains available.

10. OPTIONAL WITHDRAWAL STATEMENT

You may use the following wording:

“I hereby notify Luxem Swiss that I withdraw from the contract for the purchase of the following goods:

Order number:
Product:
Order date:
Delivery date:
Customer name:
Customer address:
Date:”

A reason for withdrawal is not required.

11. CONTACT

Email: support@luxemswiss.com
Phone: +48 578 490 487

Customer Support Hours:
Monday–Friday
9:00–17:00, Europe/Warsaw time