Refund and Returns Policy

1. Scope of Application

This Returns & Refunds Policy applies to purchases made on www.luxum.it.

It distinguishes between:

• Consumers (B2C)
• Business / Professional Customers (B2B)

2. Consumers (B2C)

2.1 Right of Withdrawal

In accordance with EU law, consumers have the right to withdraw from a purchase within 14 days of receiving the goods, without providing any reason.

2.2 Exclusions from the Right of Withdrawal

Under Article 59 of EU Consumer Law, the right of withdrawal does NOT apply to:

• Products that have been opened, used, or tampered with
• Sealed products which are not suitable for return due to health or hygiene reasons, once unsealed
• Products missing original packaging or with damaged safety seals

Professional cleaning products fall within this category.

2.3 Conditions for Accepting Returns

Returns will be accepted only if:

• The product is unused and unopened
• The safety seal is intact
• Original packaging is complete
• The return request is submitted within 14 days of delivery

2.4 Return Shipping Costs

Return shipping costs are borne by the customer, unless otherwise stated.

Luxum is not responsible for lost or damaged return shipments.

2.5 Refunds

Refunds will be issued only after inspection of the returned product.

Refunds:

• Will be made using the original payment method
• Exclude original shipping costs
• Will be processed within the timeframe required by law

3. Business & Professional Customers (B2B)

For purchases made by companies, professionals, or VAT-registered entities, the right of withdrawal does not apply.

Returns or refunds for B2B orders are not accepted, except in cases of:

• Defective products
• Shipping errors attributable to Luxum

4. Defective or Incorrect Products

If a product is received:

• damaged
• defective
• incorrect

customers must contact customer support within 48 hours of delivery at:

info@luxum.it

Luxum will assess the issue and, if confirmed, arrange a replacement or refund.

5. Order Cancellation

Orders may be canceled only before shipment.

Once shipped, the order will be subject to this Returns & Refunds Policy.

6. Policy Updates

Luxum reserves the right to update this policy at any time.

Changes will take effect upon publication on the website.