Returns and complaints

1. Right to withdraw within 14 days

If you are a consumer, you may withdraw from a purchase contract concluded in the store without giving any reason within 14 days.

The period starts on the day you, or a person you designate other than the carrier, receive the goods. If goods from one order arrive in several separate parcels, the period runs from receipt of the last one. You can also withdraw before receiving the goods.

The deadline is met if you send us your notice of withdrawal before it expires.

2. How to withdraw

Send us a clear statement that you are withdrawing from the contract by email to info@luxiluxi.com or by letter to Luxi Luxi s.r.o., Školská 660/3, Nové Město, 110 00 Praha 1, Czech Republic. You may use the model form below, but you do not have to.

Please state the order number, the date of order or receipt, and your name and address so that we can process the withdrawal quickly. We will confirm receipt of your withdrawal by email.

After withdrawing, return the goods to Jakub Burian LuxiLuxi, Křemencova 186/7, 110 00 Praha 1, Czech Republic. This address differs from our registered office.

From countries outside the European Union, do not send the goods back without agreeing with us first: a parcel going through customs ends up at the customs office and will be destroyed. Write to us at info@luxiluxi.com and we will sort it out individually. Your rights under mandatory law are not affected.

3. Returning the goods

Return the goods to us without undue delay and no later than 14 days after withdrawing, to Jakub Burian LuxiLuxi, Křemencova 186/7, 110 00 Praha 1, Czech Republic. The deadline is met if you send the goods before it expires. Please do not send the goods cash on delivery.

From European Union countries you send the goods back as a regular parcel. You bear the direct cost of returning the goods. This does not apply if you are returning goods that are defective or different from what you ordered.

Outside the European Union it is different: a return parcel goes through customs, we cannot accept it, it ends up at the customs office and will be destroyed. Please do not send goods back from countries outside the European Union without agreeing with us first. Write to us at info@luxiluxi.com and we will sort out the next steps individually. Your rights under mandatory law are not affected.

We recommend packing the goods so that they are not damaged in transit and enclosing the order number.

Please return the goods unused and without signs of wear. If returned goods show signs of wear, you keep your right to withdraw, but you are liable for their diminished value (Section 1833 of the Czech Civil Code) and we may reduce your refund by that amount. You are liable only for diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods (that is, similar to examining them in a shop).

4. Refunds

Within 14 days of your withdrawal we will refund all payments received from you under the contract, including the cost of delivery. We will use the same means of payment you used, that is, through the Comgate gateway to the card or account you paid from. Another method is possible only with your consent and at no additional cost to you.

If you chose a delivery method more expensive than the cheapest one we offered, we will refund delivery costs up to the amount of the cheapest offered method.

We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back. We may reduce the refund only by the diminished value of the goods described in the Returning the goods section.

5. Goods made to your specifications

We exclude no goods in the store from withdrawal. You can also withdraw from a purchase of goods made to your specifications or personalised for you; we do not apply the exception under Section 1837(d) of the Czech Civil Code.

6. Complaints about defective goods

We are liable to you for the goods being free of defects when you receive them: in particular that they match the description and agreed characteristics, are fit for their usual purpose, have the qualities you can reasonably expect, and come with accessories and instructions.

You can claim a defect that appears within 24 months of receipt. If a defect appears within one year of receipt, the goods are presumed to have been defective upon receipt, unless the nature of the goods or the defect rules this out.

Wear and tear caused by normal use is not a defect. You have no rights in respect of a defect that you caused yourself.

If the goods are defective, you can request:

• repair, or replacement with new goods free of defects — at your choice, unless the chosen remedy is impossible or disproportionately costly compared to the other,
• an appropriate price reduction or withdrawal from the contract if we refused to remedy the defect or did not remedy it within a reasonable time and without significant inconvenience to you, if the defect recurs, if it is a material breach of contract, or if it is evident that we will not remedy it within a reasonable time or without significant inconvenience. You cannot withdraw from the contract because of a minor defect.

We take over the goods for remedying the defect at our own expense.

7. How to make a complaint

Make your complaint by email to info@luxiluxi.com. State the order number, a description of the defect and how it shows, and the remedy you request; photos help too. We will tell you how to hand over or send the goods; we receive goods under complaint at Jakub Burian LuxiLuxi, Křemencova 186/7, 110 00 Praha 1, Czech Republic.

From countries outside the European Union, do not send goods under complaint back without agreeing with us first: we cannot accept a parcel through customs as a complaint, it ends up at the customs office and will be destroyed. Write to us at info@luxiluxi.com and we will find a solution individually. Your rights in respect of defective goods and your other rights under mandatory law are not affected.

When you make a complaint, we will confirm by email when you made it, what it concerns, the remedy you request, and your contact details.

We will settle the complaint, including remedying the defect, and inform you no later than 30 days from the day you made it, unless we agree with you on a longer period. If this period expires without result, you may withdraw from the contract or request an appropriate price reduction.

We will give you a confirmation of the date and method of settlement, including confirmation of the repair and its duration, or a written justification if the complaint is rejected.

For business buyers, our liability for defects is governed by the general provisions of the Czech Civil Code on purchase contracts (Section 2099 et seq.).

8. Out-of-court dispute resolution

If we cannot reach an agreement, as a consumer you may file a request for out-of-court dispute resolution with the Czech Trade Inspection Authority, ADR department (coi.gov.cz/informace-o-adr).

9. Model withdrawal form

You can copy the form into an email or print it. Using it is optional.