Refund policy
RETURN & REFUND POLICY
Last updated: 13 September 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:
with a clear statement that you wish to withdraw from the purchase.
Please include your name and order number so that we can identify your 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 shipping labels, tape or other markings directly to the original shoebox.
This voluntary extension does not restrict your statutory consumer rights.
3. HOW TO START A RETURN
Email:
and include:
- Your full name
- Order number
- Product you wish to return
- Whether you are requesting a statutory withdrawal, voluntary return or making a complaint
- Photographs when reporting damage, defects or an incorrect product
We will provide return instructions and information necessary to process your return.
Return Address
Luxem Swiss Returns
Operator: Munashe Charles
ul. Czeremchowa 18/60
20-807 Lublin
Poland
Please contact us before sending your return so that we can confirm the return instructions.
Do not send a return to any other address unless Luxem Swiss has provided that address to you in writing.
We do not accept in-person returns unless this has been agreed in writing beforehand.
4. RETURN SHIPPING COSTS
For a change-of-mind statutory 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 until your return has been completed.
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.
Please contact us before returning defective, damaged or incorrect goods 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 available for the order.
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 the goods have been sent back
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 after Luxem Swiss has issued it.
6. DAMAGED, DEFECTIVE OR INCORRECT GOODS
If your order arrives damaged, defective or contains an incorrect product, contact:
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 the period provided by applicable law.
Depending on the circumstances, the customer may be entitled to request:
- Repair
- Replacement
- A price reduction
- Withdrawal from the contract where the legal conditions are satisfied
Luxem Swiss will respond to a consumer complaint within 14 calendar days after receiving it.
Reporting the problem promptly helps us investigate and resolve the matter efficiently, but failure to inspect the order immediately does not automatically remove your statutory consumer 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 applicable exception will be clearly disclosed on the relevant product page before purchase where required.
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 as regularly priced goods.
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.
If you would like a different size or product:
- Submit a return request for the original product
- Follow the return instructions provided by Luxem Swiss
- Place a new order separately for the replacement product
This process helps avoid delays and ensures that the requested product remains available for purchase.
10. OPTIONAL WITHDRAWAL STATEMENT
You may use the following wording when exercising your statutory right of withdrawal:
“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:”
You do not need to provide a reason for exercising your statutory right of withdrawal.
11. CONTACT
Luxem Swiss
Operator: Munashe Charles
Email:
support@luxemswiss.com
Phone:
+48 578 490 487
Business and Return Address:
Luxem Swiss
Munashe Charles
ul. Czeremchowa 18/60
20-807 Lublin
Poland
Customer Support Hours
Monday–Friday
9:00–17:00
Europe/Warsaw time
Luxem Swiss
Operated by Munashe Charles
ul. Czeremchowa 18/60
20-807 Lublin
Poland