Refund policy

At Luxarmonie, your satisfaction is our priority. If for any reason your order does not meet your expectations, or if you receive a faulty or non-conforming product, we do everything in our power to resolve the situation quickly and without friction. This policy sets out all your rights and our commitments regarding returns and refunds.

 

1.1 Principle

In accordance with Article L221-18 of the French Consumer Code and European Directive 2011/83/EU on consumer rights, you have a right of withdrawal of 14 calendar days from the physical receipt of your order, without having to provide reasons or incur any penalties.

Luxarmonie goes beyond this legal requirement by offering you an extended commercial period of 30 calendar days from receipt (see Article 2).

1.2 How to Exercise Your Right of Withdrawal

To exercise this right, notify MT MANAGEMENT of your decision before the applicable deadline expires, by one of the following means:

–      Email to contact@luxarmonie.com specifying your order number and the products concerned

–      Postal letter to: MT MANAGEMENT SAS — 200 rue de la Croix Nivert, 75015 Paris, France

–      Via the standard withdrawal form available in the appendix of our Terms of Sale

The date on which you send your notification serves as proof of compliance with the deadline, regardless of when it is received by MT MANAGEMENT.

1.3 Applicable Legal Text

Article L221-18 of the French Consumer Code: "The consumer has a period of fourteen days to exercise their right of withdrawal from a distance contract, following telephone canvassing or off-premises, without having to justify their decision or bear any costs other than those provided for in Articles L. 221-23 to L. 221-25."

 

Beyond the legal minimum of 14 days, Luxarmonie offers you 30 calendar days from the date of receipt of your order to notify us of your wish for a return, exchange, or refund, for any reason whatsoever.

This extended period applies to all products eligible for return (see Article 4 for exclusions). After this 30-day period, returns will only be accepted under the statutory guarantees (lack of conformity or hidden defects — see Article 6).

 

Return shipping costs are fully covered by Luxarmonie, regardless of the reason for the return (withdrawal, non-conforming product, defect, order error). You have no costs to advance.

Once your return request has been validated, we will send you a pre-paid return label suited to your country, along with packaging and drop-off instructions. The complete procedure is detailed in Article 5.

⚠ Never return a product without first receiving our instructions and your pre-paid label. Any return made without prior agreement from Luxarmonie and without a label provided by us cannot be processed.

 

In accordance with Article L221-28 of the French Consumer Code, certain products are excluded from the right of withdrawal:

–      Products made to your specifications or clearly personalised: any customisation option chosen at the time of order (bespoke colour, specific size, engraving, personalised finish, or any other custom parameter)

–      Products unsealed after delivery that cannot be returned for hygiene reasons

 

⚠ Mandatory exception: A personalised product that presents a proven manufacturing defect, material flaw, or non-conformity with respect to the order placed (wrong reference delivered, colour different from that ordered, product damaged in transit) gives rise to the right of return, exchange, or full refund, without limitation related to personalisation. MT MANAGEMENT covers all return costs in this case.

 

Step 1 — Initiate your request

Contact our customer service at contact@luxarmonie.com specifying:

–      Your order number (format #XXXX)

–      The product(s) you wish to return

–      The reason for the return: withdrawal, faulty product, non-conformity, order error, other

–      Photos of the product if it is damaged or does not conform to your order

Our team will acknowledge receipt of your request within 24 to 48 business hours.

Step 2 — Receive your return label

Once your request has been validated, we will send you by email a pre-paid return label suited to your country of residence, along with precise instructions for packaging and drop-off.

Step 3 — Packaging and dispatch

Carefully package the product in its original packaging if possible, or in equivalent packaging that provides adequate protection during transit. Drop the parcel at the drop-off point indicated in the instructions (collection point, post office, carrier depending on your country). Keep your proof of dispatch carefully until you receive your refund.

Step 4 — Processing and refund

Upon receipt of your parcel at our warehouse and verification of its condition, we process your refund within 24 to 48 business hours. The refund is then subject to the standard processing times of your bank or payment provider, generally 3 to 10 business days depending on the institution.

The statutory maximum refund period is 14 calendar days from receipt of the returned product (or your proof of dispatch if earlier). Our internal 24-48h target is well within this legal maximum.

 

6.1 Assessment upon Receipt

If you receive a product that is visibly damaged, faulty, or different from what you ordered, please proceed as follows:

–      Photograph the parcel before opening if the packaging is damaged

–      Photograph the product after opening, clearly documenting the issue identified

–      Contact us within 48 hours at contact@luxarmonie.com with your photos and order number

MT MANAGEMENT fully covers return shipping costs in all cases of defect or non-conformity.

6.2 Available Solutions — Customer's Choice

In the event of a faulty or non-conforming product, you freely choose between:

–      Replacement: dispatch of an identical or equivalent replacement product, at no additional charge, once the return of the faulty product is confirmed

–      Full refund: refund of the total price paid by the same payment method, within 24 to 48 business hours of receipt of the return

In both cases, the return shipping costs for the faulty product are fully covered by Luxarmonie.

6.3 Statutory Guarantee of Conformity

Independently of our 30-day commercial policy, you benefit from the statutory guarantee of conformity for 2 years from delivery (Articles L217-1 to L217-29 of the French Consumer Code, 2022 reform). During this period, any proven non-conformity entitles you to repair, replacement, or refund as detailed in our Terms of Sale.

6.4 Guarantee Against Hidden Defects

You also benefit from the statutory guarantee against hidden defects (Articles 1641 to 1649 of the French Civil Code) for 2 years from the discovery of the defect. In the event of a proven hidden defect, you may choose between a full refund (redhibitory action) or a price reduction (estimatory action).

 

7.1 Refund Timeline

MT MANAGEMENT undertakes to initiate the refund within 24 to 48 business hours from receipt of your returned parcel at our warehouse (or from your proof of dispatch if received before the physical parcel). The statutory maximum is 14 calendar days — our internal commitment is well below this.

Once the refund has been initiated on our side, the time for it to appear on your bank statement depends on your financial institution or payment provider:

–      Credit/debit card (Visa, Mastercard): generally 3 to 7 business days depending on your bank

–      PayPal: generally 3 to 5 business days

–      Apple Pay / Google Pay: depends on the underlying card (3 to 7 business days)

–      Klarna: according to the terms of your Klarna payment plan (cancellation or refund of the relevant instalment)

7.2 Refund Method

The refund is made exclusively by the same payment method used at the time of the original purchase. No fees are deducted from the refunded amount: you are refunded the total price paid, including the original shipping.

7.3 Refund Not Received

If you have not received your refund within the stated timeframes:

1.    Check your bank statement or your PayPal / Klarna account

2.    Contact your bank or payment provider — internal processing delays may apply

3.    If the problem persists after 10 business days, contact us at contact@luxarmonie.com with your order number and we will check the status of the transfer on our side

 

Exchanges are possible within 30 days of receipt. Contact us at contact@luxarmonie.com specifying:

–      Your order number

–      The product to exchange

–      The desired replacement product (reference, colour, size)

If there is a price difference between the returned product and the desired replacement:

–      Higher-priced replacement: the difference will be invoiced via a secure payment link

–      Lower-priced replacement: the difference will be refunded by the same original payment method within 24 to 48 business hours of receipt of the return

The return shipping costs for the original product are covered by Luxarmonie. Shipping costs for the new product are free.

 

To be accepted in the context of a withdrawal or commercial return (excluding defect or non-conformity), the returned product must meet the following conditions:

–      The product is in its original condition — unused, unmodified, unaltered

–      The product is complete — all accessories, components, and items delivered are present

–      The original packaging is retained where possible

In the case of a return due to defect or non-conformity, these condition requirements do not apply — the product may be returned in the condition in which it is found.

MT MANAGEMENT reserves the right to refuse a return or to make a partial refund if the returned product shows clear signs of intensive use, abnormal deterioration, or modification by the customer, within the limits permitted by applicable law.

 

Our team is available 7 days a week for any questions regarding a return or refund:

 

Email	contact@luxarmonie.com (reply within 24–48 business hours)
WhatsApp	+33 7 56 83 85 41 — messages only, no voice calls
Post	MT MANAGEMENT SAS — 200 rue de la Croix Nivert — 75015 Paris, France
Recommended email subject	"Return order #XXXX" or "Refund order #XXXX"

 

To help us process your request efficiently, please always include your order number in all communications with our customer service.