Fair Trade Policy

At LUXX COSMETIC, our goal is to provide a modern, reliable, and customer-friendly shopping experience built on transparency, good faith, and fair conduct.

This Fair Trade Policy explains the standards of conduct we expect when customers use LUXX COSMETIC websites and online services, place orders, communicate with us, use our return and refund process, participate in promotions, or interact with services connected to LUXX COSMETIC.

This policy also helps protect our customers, employees, external partners, suppliers, fulfilment partners, shipping providers, payment providers, technology providers, and other parties involved in operating the webshop.

LUXX COSMETIC is a brand owned and operated by Luxx Commerce ApS.

This policy should be read together with our Terms of Service, Refund Policy, Shipping Policy, Privacy Policy, and Contact Information.

Nothing in this Fair Trade Policy limits any mandatory consumer rights that apply under applicable law, including statutory withdrawal rights, refund rights, product-conformity rights, or rights relating to faulty, damaged, incorrect, or non-compliant goods.

1. Purpose of This Policy

The purpose of this Fair Trade Policy is to support a fair and secure shopping environment for everyone involved in the LUXX COSMETIC customer journey.

A fair shopping environment depends on both LUXX COSMETIC and our customers acting honestly, reasonably, and in good faith.

genuine customers shopping in good faith
LUXX COSMETIC customer-support and operations staff
suppliers and fulfilment partners
shipping and delivery providers
payment providers and fraud-prevention partners
technology, platform, and service providers
other external partners who help us operate the webshop

2. Customer Responsibilities

When using the LUXX COSMETIC webshop, placing orders, communicating with us, or using our customer-service processes, customers must:

provide accurate and complete information when placing an order or contacting us;
use the webshop for genuine personal shopping purposes, unless otherwise agreed by us in writing;
communicate respectfully with our customer-support team;
avoid threats, harassment, abusive behaviour, intimidation, or undue pressure toward LUXX COSMETIC staff or external partners;
use discount codes, promotions, loyalty benefits, gifts, store credit, and compensation offers only as intended;
use the return and refund process honestly and in accordance with our Refund Policy;
avoid submitting false, misleading, altered, or fraudulent information in connection with orders, returns, refunds, delivery claims, payments, promotions, or customer-support requests;
avoid behaviour intended to deceive, mislead, defraud, manipulate, or unlawfully disadvantage LUXX COSMETIC, our customers, external partners, suppliers, fulfilment partners, shipping providers, payment providers, or technology providers;
act in good faith when using the webshop, placing orders, communicating with us, and using our policies and services;

3. Examples of Conduct That May Violate This Policy

Examples of conduct that may violate this Fair Trade Policy include:

excessive, abnormal, or repeated purchasing and return patterns that indicate misuse of the return process
repeatedly ordering products primarily for short-term use, testing, photography, content creation, events, commercial use, or other non-genuine shopping purposes and then returning them as ordinary consumer returns
returning products that have been opened, unsealed, tested, used, contaminated, altered, damaged, stained, incomplete, or handled beyond what is necessary to inspect them
misrepresenting yourself as a consumer where the purchase is mainly made for resale, marketing, business use, or other commercial purposes
using multiple accounts, names, email addresses, delivery addresses, billing addresses, payment methods, or other methods to bypass limits, declined orders, fraud checks, or policy decisions
manipulating or misusing discount codes, referral benefits, loyalty benefits, free gifts, promotional campaigns, compensation processes, or store credit
making false or misleading claims about missing, damaged, incorrect, defective, delayed, or undelivered items
swapping, removing, altering, or falsifying seals, labels, packaging, product identifiers, barcodes, return labels, return documents, or shipping documents
returning a different item than the item originally purchased
submitting chargebacks, payment disputes, delivery claims, or refund requests in bad faith
attempting to interfere with or misuse the systems of LUXX COSMETIC, Shopify, payment providers, shipping providers, fulfilment partners, fraud-prevention tools, or other external partners
threatening, harassing, abusing, or applying undue pressure to LUXX COSMETIC staff, customer-support representatives, delivery providers, or external partners

The examples above are not exhaustive. We may also review other conduct that appears inconsistent with fair, honest, and lawful use of the webshop or our policies.

4. Fair Use of Returns and Refunds

LUXX COSMETIC respects customers’ statutory rights, including the right of withdrawal where applicable.

However, the return and refund process must be used in good faith. It must not be used for temporary use, product testing beyond what is necessary to inspect an item, repeated commercial use, false claims, product substitution, seal or label swapping, or other behaviour inconsistent with ordinary consumer returns.

LUXX COSMETIC may review return and refund activity where we identify unusual, excessive, inconsistent, or potentially abusive patterns.

repeated high-value returns
repeated returns of opened, unsealed, tested, used, contaminated, damaged, stained, incomplete, or altered products
repeated claims involving missing, damaged, incorrect, defective, or non-delivered items
repeated refused shipments or uncollected parcels
repeated failed deliveries caused by incomplete or inaccurate customer information
activity suggesting temporary use, excessive product testing, seal or label swapping, false claims, product substitution, or misuse of the return process

Where permitted by law, LUXX COSMETIC may reject a return, reduce a refund, require additional documentation, limit future orders, or take other reasonable steps if we determine that a return or refund request is inconsistent with our Refund Policy, this Fair Trade Policy, or applicable law.

Nothing in this section limits mandatory consumer rights relating to statutory withdrawal, faulty goods, damaged goods, incorrect goods, or non-compliant goods.

5. Fair Use of Promotions, Discounts, and Store Credit

Promotions, discount codes, free gifts, store credit, loyalty benefits, and similar offers are intended for genuine customer use in accordance with the terms of the offer.

Customers must not misuse, manipulate, automate, resell, duplicate, or exploit promotional benefits in a way that is inconsistent with the purpose of the offer.

Examples of misuse may include:

creating multiple accounts to obtain repeated discounts
using false information to obtain benefits
manipulating referral, loyalty, or reward systems
placing false or artificial orders to trigger compensation, gifts, discounts, or store credit
using discount codes or promotional offers in a way that is clearly unintended or abusive

LUXX COSMETIC may cancel, reject, adjust, or remove promotional benefits where we reasonably believe they have been misused, unless otherwise required by applicable law.

6. Order Review, Refusal, or Cancellation

LUXX COSMETIC may review, refuse, cancel, limit, or hold an order where we have reasonable grounds to believe that:

the order may involve fraud, misuse, abuse, or unlawful activity;
the customer has provided false, incomplete, inconsistent, or unverifiable information;
payment, billing, delivery, or identity information cannot be verified;
the order appears inconsistent with genuine personal shopping use;
the customer has violated this Fair Trade Policy, our Terms of Service, or other applicable policies;
accepting or fulfilling the order would create unreasonable operational, legal, financial, security, fraud, delivery, or partner-related risk;

A binding purchase agreement is formed only when LUXX COSMETIC confirms the order by email, as described in our Terms of Service.

If an order is cancelled before fulfilment, any captured payment for the cancelled order will be refunded in accordance with the applicable payment-provider process, unless otherwise permitted or required by law.

7. External Partners and Service Providers

LUXX COSMETIC works with external partners and service providers to operate the webshop and fulfil customer orders. These may include, for example:

Shopify and other technology providers
payment providers
fraud-prevention and risk-screening tools
suppliers
fulfilment partners
shipping and delivery providers
customer-support systems
analytics and marketing providers
return-management systems

Customers must not misuse, manipulate, interfere with, or submit false information to systems, processes, or services operated by LUXX COSMETIC or by external partners acting in connection with LUXX COSMETIC orders, returns, refunds, payments, deliveries, or customer support.

We may share relevant information with external partners where necessary to process orders, prevent fraud, investigate claims, handle delivery issues, manage returns, comply with law, enforce our policies, or protect the rights and safety of customers, LUXX COSMETIC, and our partners. Personal data is handled in accordance with our Privacy Policy.

8. Use of Review Tools and Personal Data

LUXX COSMETIC may use manual checks and automated tools to help identify unusual order, payment, delivery, return, refund, promotional, account, or customer-support activity.

These tools may consider information such as:

order frequency
order value
order composition
payment activity
delivery activity
return and refund history
account activity
use of promotions or discount codes
chargeback or payment-dispute activity
indicators of fraud, abuse, or misuse

Automated tools may help flag activity for review, but final decisions that materially affect an order, account, return, refund, or customer relationship are reviewed by a person.

Personal data is processed in accordance with our Privacy Policy. Privacy-related questions may be sent to gdpr@luxxcosmetic.com.

9. Non-Discrimination

Policy reviews and decisions are based on relevant, objective, and non-discriminatory criteria connected to order activity, account activity, payment risk, delivery risk, return behaviour, fraud prevention, promotion misuse, and policy compliance.

LUXX COSMETIC does not make decisions under this policy based on protected characteristics or irrelevant personal attributes.

10. Circumvention

If LUXX COSMETIC notifies a customer that an order, account, return, refund, promotional benefit, or future purchase has been limited, declined, cancelled, or restricted under this policy, attempts to bypass that decision may constitute a separate violation.

This may include using another name, account, email address, delivery address, billing address, payment method, device, or other method to circumvent a decision.

11. Consequences of Policy Violations

Where LUXX COSMETIC reasonably determines that this Fair Trade Policy has been violated, we may take proportionate action, where permitted by law.

This may include:

requesting additional information or documentation
delaying fulfilment while a review is carried out
cancelling or refusing an order
rejecting or reducing a refund where legally permitted
refusing a return that does not meet our return conditions
removing or cancelling promotional benefits, discount codes, store credit, or gifts obtained through misuse
limiting access to certain services
limiting or refusing future orders
reporting suspected fraud, abuse, or unlawful activity to relevant payment providers, delivery providers, platforms, authorities, or other relevant parties

Nothing in this section limits mandatory consumer rights that apply under applicable law.

12. If You Believe a Decision Is Incorrect

If you believe a decision has been made in error, please contact us through our Contact page or email support@luxxcosmetic.com.

Please include relevant information such as your order number, email address used at checkout, and a clear explanation of why you believe the decision should be reviewed.

Customer service hours:

Monday-Friday · 10:00-14:00 CET

Updated at: 19 JUL 2026