Cancellation policy

PURCHASE OPTIONS & CANCELLATION POLICY

Last updated: 13 September 2026

At Luxem Swiss, we aim to provide a smooth, transparent and reliable shopping experience.

This Purchase Options & Cancellation Policy explains how standard order cancellations, subscriptions, pre-orders and any Try Before You Buy options offered through Luxem Swiss are handled.

Nothing in this policy limits any mandatory consumer rights available under applicable Polish or European Union law.

1. ORDER CANCELLATION

We begin processing orders shortly after they are placed so that we can prepare and dispatch them efficiently.

Standard Orders

You may request cancellation within 2 hours of placing your order.

During this period, we will make reasonable efforts to stop the order before processing or fulfilment begins.

After the first 2 hours, cancellation cannot be guaranteed because the order may already have entered:

Payment verification
Order processing
Product preparation
Fulfilment
Packaging
Dispatch

If an order has already been dispatched, we may no longer be able to cancel the shipment.

However, eligible consumers may still exercise their statutory withdrawal rights and other return rights in accordance with our Return & Refund Policy and applicable law.

The 2-hour cancellation period described above is an operational cancellation option offered by Luxem Swiss. It does not replace or restrict any statutory right of withdrawal.

How to Request Cancellation

Email:
support@luxemswiss.com

Phone:
+48 578 490 487

Please include:

Your order number
Your full name
The email address used when placing your order
A brief explanation that you would like to cancel the order

We will review the request and confirm whether cancellation is still possible.

If we successfully cancel an order that has already been paid, any amount due to you will be refunded using the applicable payment method without undue delay.

2. SUBSCRIPTIONS

Certain Luxem Swiss products or services may be available through a subscription where this option is clearly offered during checkout.

Before purchasing a subscription, customers will be shown the applicable:

Subscription price
Billing frequency
Delivery frequency, where applicable
Renewal conditions
Cancellation information

By purchasing a subscription, you authorize recurring charges according to the frequency and terms selected at checkout.

Your payment method may be securely stored or tokenized by the applicable payment provider for future authorized recurring charges.

Luxem Swiss does not normally receive or store your complete payment-card details.

Automatic Renewals

Where a subscription automatically renews, this will be disclosed before purchase.

Recurring payments may continue until the subscription is cancelled in accordance with the applicable subscription terms.

Managing Your Subscription

Where subscription management functionality is available, you may be able to:

Cancel future renewals
Change eligible delivery settings
Update your payment method
Review upcoming billing dates

using your customer account, subscription-management link or another method provided by Luxem Swiss.

You may also contact:

support@luxemswiss.com

for assistance.

A cancellation normally prevents future renewal charges but does not automatically cancel or refund an order that has already been processed or fulfilled.

Any applicable statutory cancellation, withdrawal, refund or conformity rights remain unaffected.

3. PRE-ORDERS AND LIMITED RELEASE ITEMS

Certain products may occasionally be offered as:

Pre-orders
Limited releases
Early-access products
Products awaiting confirmed availability

Where a product is offered as a pre-order, the product page will provide relevant information about expected availability or fulfilment where reasonably possible.

Depending on the product and checkout configuration, payment may be:

Collected when the order is placed
Authorized and collected later
Collected according to another method clearly disclosed before purchase

Pre-Order Cancellation

Unless different terms are clearly disclosed before purchase, you may request cancellation of a pre-order before it enters fulfilment.

Once a pre-order has entered fulfilment or has been dispatched, operational cancellation may no longer be possible.

This does not remove any statutory consumer rights that apply after dispatch or delivery.

If an expected release or fulfilment date changes materially, Luxem Swiss will provide appropriate information and remedies where required by applicable law.

We will not substitute a different product without your agreement.

4. LIMITED-EDITION PRODUCTS

Limited-edition or limited-quantity products may have restricted availability.

Purchasing a limited product does not remove any mandatory consumer rights.

Any lawful product-specific restriction will be clearly disclosed before purchase where required.

A product being described as “limited edition”, “limited release” or similar does not by itself remove statutory withdrawal or conformity rights.

5. TRY BEFORE YOU BUY

Luxem Swiss may occasionally offer eligible products through a Try Before You Buy option.

This section applies only when that option is expressly displayed and selected during checkout.

The applicable conditions, including the evaluation period and payment arrangements, will be disclosed before the order is completed.

Depending on the offer:

Your payment method may be authorized before shipment
You may receive a defined evaluation period
Payment may be captured if you decide to keep the product
Payment may be captured automatically if the product is not returned within the disclosed return period

Returned products must comply with the applicable return conditions, subject to mandatory consumer rights.

If Try Before You Buy is not displayed during checkout, this option is not available for that purchase.

6. PAYMENT TERMS

Luxem Swiss accepts the payment methods displayed during checkout.

Depending on availability, these may include:

Credit cards
Debit cards
PayPal
Klarna or other eligible alternative payment methods
Other payment methods supported through our Shopify checkout

Available payment methods may vary depending on:

Customer location
Currency
Order value
Product eligibility
Payment-provider requirements

Prices are normally displayed in Polish Zloty (PLN) for the Polish market unless another currency is clearly displayed.

Payments are processed through secure third-party payment providers.

Luxem Swiss does not normally store complete payment-card numbers.

Your use of a payment method may also be subject to the applicable payment provider's own terms and conditions.

7. REFUNDS FOLLOWING CANCELLATION

Where an order is successfully cancelled before fulfilment, any payment due back to the customer will be refunded without undue delay.

Refunds will normally be issued using the original payment method unless another lawful method is agreed.

Banks, card issuers and payment providers may require additional processing time before a refund appears in the customer's account.

For returns after dispatch or delivery, please refer to our Return & Refund Policy.

8. STATUTORY CONSUMER RIGHTS

Nothing in this Purchase Options & Cancellation Policy limits rights available to consumers under applicable law.

Eligible consumers purchasing online within the European Union generally have a statutory right to withdraw from eligible distance purchases within the applicable withdrawal period.

This statutory right is separate from the operational 2-hour pre-fulfilment cancellation option offered by Luxem Swiss.

Our Return & Refund Policy contains further information about:

The statutory right of withdrawal
Voluntary returns
Refunds
Damaged goods
Defective goods
Incorrect products

9. CONTACT

If you placed an order by mistake, need to change an eligible purchase option or require assistance, contact us as soon as possible.

Luxem Swiss
Operator: Munashe Charles