Refund policy
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To qualify for a return, your item must be in the same condition as you received it, unworn or unused, with tags, and in the original packaging. You also need the receipt or proof of purchase.
Return period
You can return your order for any reason within 14 days of delivery — no questions asked.
After the first 14 days, returning is still possible up to 30 days after delivery, but this requires prior approval from our team.
To request a return after the 14-day period, contact us via info@luxscents.nl.
Return process
All returns must be requested through our team. Contact us via info@luxscents.nl to get started.
After approval, you can create a return label via our official Return Portal:
👉 https://return.shipmondo.com/luxscents
⚠️ Returns that are not registered via the Return Portal or without approval (after 14 days) will not be accepted.
Once your return request is approved, you can generate a return label yourself via the return portal and you will also find further instructions there on how and where to send your package. Items returned to us without a return request will not be accepted.
Note: The costs for returning an item are the customer's responsibility. LuxScents does not reimburse these costs.
You can always contact us for questions about returns via info@luxscents.nl.
Damage and issues
Check your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate and resolve the issue.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom-made products (such as special orders or personalized items), and personal care products (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns for discounted items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As mentioned above, your item must be in the same condition as you received it, unworn or unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase.
Refunds
We will let you know as soon as we have received and inspected your return, and inform you whether the refund has been approved or not. If approved, you will be automatically refunded within 10 business days via your original payment method. Please note that it may take some time for your bank or credit card company to process and credit the refund.
If more than 15 business days have passed since we approved your return, please contact us via info@luxscents.nl.
Contact details
Company name: LuxScents.nl
Email address: info@luxscents.nl
Business address:
Atlantic Web Trade E-Commerce Limited
Unit 80, Cherry Orchard Industrial Estate,
Dublin 10, D10 NX96
Phone: +31 0800 2300607 (12:00–17:00) (Support in English) – Monday through Sunday.
Contact form: Contact us
Chamber of Commerce number: 741319
VAT number: 741319