Returns Policy

Legal name	Lux Crystal Wash SRL
Tax ID (CUI)	51074967
Trade Register number	J2024051254009
Email	info@luxewash.eu
Phone	06 70 172 85 26
Registered office	Beclean, Bistrița-Năsăud, Aleea Ghiocelului 4, Sc. 3, Ap. 7, postcode 425100, Romania
Last updated	29 April 2026

This Returns Policy applies to products purchased on luxewash.eu and explains the statutory right of withdrawal, the returns procedure, costs and refunds.

1. Statutory right of withdrawal

The consumer has the right to withdraw from the contract without giving a reason within 14 calendar days from the day on which they or a person designated by them physically take possession of the products.

To exercise the right of withdrawal, the consumer must send a clear notification to info@luxewash.eu, stating the order number, name, contact details and the products they wish to return. The reason for the return may optionally be given.

2. Return conditions

Where possible, products must be returned in their original packaging, together with all accessories, documents and materials received.

The customer is liable for any diminished value of the products resulting from handling them in a way other than what is necessary to establish their nature, characteristics and functioning.

3. Returns procedure

Send a return request to info@luxewash.eu, stating the order number, full name, contact details and the products being returned.
After your request has been logged, LuxeWash will send you the return instructions and the address to which the products must be sent.
Pack the products in a way suitable for shipping, and send the parcel in accordance with the instructions received.
After the products arrive, LuxeWash will inspect the return and process the refund in accordance with this policy.

4. Return costs

The direct costs of returning products are borne by the customer, unless the product is incorrect, defective or non-conforming. In such cases, LuxeWash bears the cost of the return.

5. Refund of payment

Refunds of the amounts paid are made within a maximum of 14 days from the day on which LuxeWash is informed of the decision to withdraw. In accordance with the law, LuxeWash may postpone the refund until the returned products have been received or proof of dispatch has been provided.

The refund is generally made using the same payment method that was used for the original transaction, unless the customer has agreed to a different refund method.

If the statutory right of withdrawal is exercised, the amounts paid for the products will be refunded, together with, where applicable, the cost of the original standard shipping. Additional costs arising from choosing a delivery method more expensive than standard shipping are not refundable.

6. Products excluded from returns

The following cannot be returned, except in cases of non-conformity: products that fall within the exceptions set out by law, including:

sealed products that cannot be returned for health protection or hygiene reasons, if they have been opened after delivery;
products that, after delivery, have by their nature been inseparably mixed with other items;
products that have been damaged for reasons attributable to the customer, or that have been handled beyond the usual inspection of the product's nature, characteristics and functioning.

LuxeWash products are not personalised, and are generally not products that can expire or deteriorate quickly. If there are such products in the future, we will label them accordingly.

7. Defective, damaged or incorrectly delivered products

If the product received is defective, damaged or differs from what was ordered, the customer must contact LuxeWash at info@luxewash.eu, attaching relevant photos and the order number where possible.

In the case of non-conforming or incorrectly delivered products, LuxeWash bears the cost of the return and, in accordance with applicable law, offers where appropriate a replacement of the product, a refund of the amount paid or another solution agreed with the customer.

8. Statutory guarantee of conformity

This policy does not limit the statutory guarantee of conformity or the consumer's other statutory rights. LuxeWash does not provide any additional commercial guarantee, unless it is expressly stated in a campaign or for a specific product.

9. Complaints

For complaints about products purchased on luxewash.eu or about returns, you can contact us at info@luxewash.eu or on 06 70 172 85 26. Consumers may turn to the competent consumer protection authority or use the alternative dispute resolution mechanisms available under the law in force.

10. Contact