Refund policy

Changed your mind, or something isn't right with your order? Returning a product to LUXX COSMETIC is simple. This Return and Refund Policy explains how returns, refunds, and faulty, damaged or incorrect items are handled across all the countries we deliver to. Nothing in this policy limits the mandatory consumer rights that apply to you.

Returns at a Glance

30 days to return
You can return eligible items within 30 calendar days after delivery. This includes your statutory 14-day right of withdrawal plus an extra 16 days that we offer voluntarily.

Condition
Products must be unused and, if supplied sealed, unopened, with the original seal, packaging and all included components.

Hygiene-sensitive products
Sealed products that are not suitable for return for health or hygiene reasons cannot be returned once the seal has been broken, where the law allows this exception.

Return address
Depending on where your order was shipped from, returns go to one of our fulfilment centres in Bucharest (Romania), Amsterdam (the Netherlands) or Copenhagen (Denmark), or to our head office in Denmark. The return address may be in a different EU country than your own. You always receive the exact address in your return instructions before you send anything. See Return Address.

Return costs
We never charge restocking or handling fees. For change-of-mind returns, you pay the return shipping, up to a maximum of EUR 20 (or the equivalent in your local currency). Anything above that is covered by us as store credit on your customer account. If an item is faulty, damaged or incorrect, or if we made a mistake, we cover all costs. See Return Shipping Costs.

Refunds
Refunds go back to your original payment method, usually within 14 days after we receive your return. Prefer to shop again? Choose store credit and get a 20% bonus.

Exchanges
We do not offer direct exchanges. Simply return the original item and place a new order.

How to Return an Item in 4 Steps

  1. Register your return in our Returns Portal within 30 days after delivery. You will need your order number and the email address used at checkout.
  2. Wait for your return instructions. We send you the return address and any further instructions by email. Please do not send anything back before you have received them.
  3. Pack and send your parcel to the address in your return instructions. We recommend a tracked shipping method, and please keep your receipt until your return has been processed.
  4. Receive your refund. Once your return has arrived and been checked, we confirm by email and issue your refund or store credit.

Need help? Our customer service team is happy to assist via our Contact page.

Return Window

As a consumer, you have a statutory 14-day right of withdrawal from the day you receive your order, subject to the applicable legal exceptions. We extend this voluntarily by 16 calendar days, giving you a total of 30 calendar days from delivery to return eligible items.

To use your statutory right of withdrawal, let us know within the first 14 days. Returns registered on days 15 to 30 are accepted under our voluntary extension on the same conditions and with no extra fees. This extension does not limit any of your mandatory consumer rights.

Conditions for Returns

Returned items must be in a condition that allows them to be resold as new, unless the item is faulty, damaged, incorrect or non-compliant.

  • Unused and complete: cosmetics, skincare, haircare, fragrance, personal-care products, beauty tools and accessories must be unused and, if supplied sealed, unopened with the seal intact. Please return them in their original packaging with all included components.
  • Please do not test before returning: if you plan to return a product under your right of withdrawal, do not apply it to your skin, hair, lips, eyes, nails or body. You are welcome to inspect the outer packaging and product information without breaking any hygiene or protective seal.
  • Used or incomplete items: products showing signs of use, testing, opening, tampering, contamination, leakage, damage, missing components, altered packaging, strong odours or handling beyond what is needed to inspect them may be rejected or only partially refunded, where the law allows.
  • Hygiene exception: sealed products that are not suitable for return for health-protection or hygiene reasons may be excluded from the right of withdrawal once unsealed after delivery, where the law allows. This can apply to certain cosmetics, skincare, haircare, personal-care products, applicators, brushes, sponges and similar products.
  • Sale items: a Final Sale or promotional label never removes your mandatory withdrawal, refund or product-conformity rights. Any voluntary return exclusion applies only where the law allows and is clearly shown before purchase.

Return Address

We ship from several fulfilment centres in the EU, so returns are not always sent to the same address. Depending on the products in your order and where they were shipped from, you will be asked to return your item to one of the following locations:

  • International Fulfilment Centre – Bucharest, Romania
  • EU Fulfilment Centre – Amsterdam, the Netherlands
  • Nordic Fulfilment Centre – Copenhagen, Denmark
  • Head office – Luxx Commerce ApS, Mellemvang 6, 2680 Solrød Strand, Denmark

This means your return address may be in a different EU country than your own and may differ from our business address. The exact address is always included in the return instructions we send you before you return anything. Please only use that address, as parcels sent elsewhere may be delayed or cannot be processed. Read more about our fulfilment centres in Contact page.

To help us resolve it quickly, we may ask for photos of the item, the outer packaging and the shipping label. Every case is reviewed individually, and all costs are covered by us, as described under Return Shipping Costs.

Exchanges

We do not offer direct exchanges. If you would like a different shade, fragrance, formula, size or product, simply return the original item under this policy and place a new order.

Related Information

For delivery times, tracking and our fulfilment centres, see our Shipping Policy and Order Tracking page. For delivery estimates, shipping costs and free-shipping thresholds per country, see our Country List. Other questions? Visit our FAQ or email us at support@luxxcosmetic.com.

Updated at: 18 OCT 2026