Refund policy
Returns
Our policy lasts 14 days. If you have any questions regarding your product, please send an email to info@de-luxa.com
To be eligible for a return, your item must be in a reasonable condition, similar to how you received it. It must also be in the original packaging.
We remain the right to decline a refund if there is evidence the product is damaged or used in a wrong way.
Please note that several types of items are exempt from being returned. Intimate garments containing a crotch cannot be returned once they have been worn or tried on. Therefore, panties, thongs, underwear, shapers, and similar items are all FINAL SALE. We strongly suggest that you do not wear perfume or deodorant when trying on your purchase to avoid any potential hygiene concerns.
Furthermore, please keep in mind that some of our products may come into direct contact with intimate parts of the body, and for hygiene reasons, it is crucial that they are returned to us in their original condition. If we suspect that the product has been worn or used in any way, we reserve the right to either issue a partial refund or decline the refund altogether.
By returning an intimate product, you acknowledge that you have not worn or tried on the product in line with our hygiene standards for returning products.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer/the address on the package.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the state of the product.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@de-luxa.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send an email to info@de-luxa.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please send an email to info@de-luxa.com with your order number and we will send you the address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.