Refund policy
At Luxarmonie, your satisfaction is a priority. If your order does not suit you, or if you receive a defective or non-conforming product, we do everything possible to resolve the situation quickly and without friction. This policy details all of your rights and our commitments regarding returns and refunds, as well as the cases in which a return is not possible or remains at your expense.
⚠ Important points to note before ordering
Two important rules govern eligibility for returns. We invite you to read them before confirming your order:
1. Made-to-order products are neither taken back, exchanged, nor refunded. Any order made or adjusted to your specifications (modified cable or rod length, specific dimensions, colour, finish or any other customised parameter) is considered a final and definitive sale. This exclusion never applies in the case of a defective or non-conforming product (see Article 6).
2. Bulky products (dimension equal to or greater than 180 cm): return costs are at your expense. For these products, in the case of a simple change of mind (withdrawal or commercial return), return costs are borne by the customer. They remain fully covered by Luxarmonie in the case of a defect or non-conformity.
Article 1 — Legal right of withdrawal
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 14-calendar-day right of withdrawal from the physical receipt of your order, without having to justify any reason or bear any penalties.
Luxarmonie goes beyond this legal obligation by offering you an extended commercial period of 30 calendar days from receipt (see Article 2).
This right of withdrawal does not apply to products made or clearly personalised according to your specifications, in accordance with Article L221-28 of the French Consumer Code (see Article 4).
1.2 How to exercise your right of withdrawal
To exercise this right, notify MT MANAGEMENT of your decision before the applicable period expires, using one of the following methods:
– Email to contact@luxarmonie.com specifying your order number and the products concerned
– Postal mail 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 and Conditions of Sale
The date your notification is sent is the reference date for compliance with the deadline, regardless of the date 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 contract concluded at a distance, following a 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."
Article 2 — Extended 30-day commercial period
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 to return, exchange or be refunded, whatever the reason.
This extended period applies to all products eligible for return. It does not apply to made-to-order products, which are excluded from any commercial return (see Article 4). After this 30-day period, returns can only be accepted within the framework of the legal guarantees (lack of conformity or hidden defect — see Article 6).
Article 3 — Return costs
Return costs are covered by Luxarmonie for the vast majority of our products, whatever the reason for the return (withdrawal, non-conforming product, defect, order error). Once your request has been approved, we send you a prepaid return label suited to your country, along with packaging and drop-off instructions.
3.1 Exception — bulky products (dimension ≥ 180 cm)
Due to their logistical constraints, products whose largest dimension is equal to or greater than 180 cm (large pendant lights, chandeliers and large floor lamps in particular) are subject to specific return conditions:
– Return for change of mind (withdrawal or commercial return): return costs are at the customer's expense. We will inform you of the terms and an estimate of the return cost when processing your request.
– Return for a defective, non-conforming product or order error: return costs are fully covered by Luxarmonie, with no advance payment required from you.
3.2 General rule
For all other products, return costs remain fully covered by Luxarmonie, whatever the reason for the return. You have no costs to advance. The full procedure is detailed in Article 5.
⚠ Never send a product back without first having obtained our instructions and, where applicable, your prepaid label. Any return made without Luxarmonie's prior agreement cannot be processed.
Article 4 — Products not eligible for return
4.1 Made-to-order and personalised products
In accordance with Article L221-28 of the French Consumer Code, products made according to your specifications or clearly personalised are neither taken back, exchanged, nor refunded. They constitute a final and definitive sale.
This includes, but is not limited to:
– Cable, rod or pendant length adjusted or extended on request
– Specific dimensions (made-to-measure size, particular cutting)
– Personalised colour, finish or material
– Personalised engraving or marking
– Any other option configured by you at the time of ordering
By placing an order including one of these options, you expressly acknowledge that you waive your right of withdrawal for the product concerned, in accordance with Article L221-28.
4.2 Products sealed for hygiene reasons
Products unsealed after delivery that cannot be returned for hygiene reasons are also excluded from the right of withdrawal.
4.3 Mandatory exception — defect or non-conformity
A made-to-order or personalised product presenting a proven manufacturing defect, a material defect, or a non-conformity in relation to the order placed (wrong reference delivered, colour different from the one ordered, product damaged during transport, dimension not matching the order) entitles you to a return, exchange or full refund, with no restriction related to personalisation. MT MANAGEMENT covers all return costs in this case.
This exception is mandatory: no clause of this policy may deprive you of the legal guarantees of conformity and against hidden defects (see Articles 6.3 and 6.4).
Article 5 — Step-by-step return procedure
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, defective product, non-conformity, order error, other
– Photos of the product if it is damaged or does not match your order
Our team acknowledges receipt of your request within 24 to 48 business hours and checks the product's eligibility for return.
Step 2 — Receive your return instructions
Once your request has been approved, we send you by email the precise instructions for packaging and dropping off the parcel. For products eligible for a free return, a prepaid return label suited to your country is attached. For bulky products (≥ 180 cm) returned due to a change of mind, we will inform you of the terms and the return cost at your expense (see Article 3.1).
Step 3 — Packaging and shipping
Carefully package the product in its original packaging if possible, or in equivalent packaging that protects it during transport. Drop off the parcel at the collection point indicated in the instructions (pick-up point, post office, carrier depending on your country). Keep your proof of shipment safe until you receive your refund.
Step 4 — Processing and refund
As soon as we receive your parcel at our warehouse and check its condition, we process your refund within 24 to 48 business hours. The refund is then subject to the usual processing times of your bank or payment provider, generally 3 to 10 business days depending on the institution.
The maximum legal refund period is 14 calendar days from receipt of the returned product (or from your proof of shipment if earlier). Our internal processing time of 24-48h is significantly shorter than this legal maximum.
Article 6 — Defective or non-conforming products
6.1 Findings upon receipt
If you receive a visibly damaged, defective or different product from the one ordered, proceed as follows:
– Photograph the parcel before opening it if the packaging is damaged
– Photograph the product after opening, clearly documenting the problem observed
– Contact us within 48 hours at contact@luxarmonie.com with your photos and order number
MT MANAGEMENT fully covers return costs in all cases of defect or non-conformity, including for made-to-order products and bulky products (≥ 180 cm).
6.2 Solutions offered — customer's choice
In the event of a defective product or one that does not conform to your order, you may freely choose between:
– Replacement: shipment of an identical or equivalent replacement product, at no additional cost, as soon as the return of the defective product is confirmed
– Full refund: refund of the total price paid via the same payment method, within 24 to 48 business hours after receipt of the return
In both cases, the return costs for the defective product are fully covered by Luxarmonie.
6.3 Legal guarantee of conformity
Independently of our 30-day commercial policy and any exclusion related to personalisation, you benefit from the legal 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 according to the terms detailed in our Terms and Conditions of Sale.
6.4 Guarantee against hidden defects
You also benefit from the legal 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).
These legal guarantees apply to all products, including those made to order, and cannot be excluded by this policy.
Article 7 — Refund
7.1 Refund period
MT MANAGEMENT undertakes to initiate the refund within 24 to 48 business hours of receiving your returned parcel at our warehouse (or of your proof of shipment if it reaches us before the physical receipt of the parcel). The maximum legal period is 14 calendar days — our internal commitment is significantly shorter.
Once the refund has been initiated on our end, the time it takes to appear on your bank statement depends on your financial institution or payment provider:
– Bank card (Visa, Mastercard, CB): 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 instalment concerned)
7.2 Method of refund
The refund is made exclusively using the same payment method as that used for the original purchase. You are refunded the total price paid, including the initial delivery cost. Where applicable, return costs that remain at your expense (bulky products returned due to a change of mind, see Article 3.1) are not refunded.
7.3 Refund not received
If you have not received your refund within the stated timeframe:
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Check your bank statement or your PayPal / Klarna account
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Contact your bank or payment provider — an internal processing time may apply
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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 end
Article 8 — Exchanges
Exchanges are possible within 30 days of receipt, for products eligible for return only. Made-to-order products cannot be exchanged, except in the case of a defect or non-conformity (see Article 6).
Contact us at contact@luxarmonie.com specifying:
– Your order number
– The product to be exchanged
– The desired replacement product (reference, colour, size)
If there is a price difference between the returned product and the desired exchange product:
– More expensive exchange product: the difference will be charged to you via a secure payment link
– Less expensive exchange product: the difference will be refunded to you using the same original payment method within 24 to 48 business hours after receipt of the return
Return costs for the original product follow the rules in Article 3 (free for most products; at your expense for bulky products ≥ 180 cm in the case of a change of mind). Shipping costs for the new product are free of charge.
Article 9 — Condition requirements for returned products
To be accepted as part 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 delivered items are present
– The original packaging is kept as far as possible
In the event of a return for defect or non-conformity, these condition requirements do not apply — the product may be returned in whatever state it is in.
MT MANAGEMENT reserves the right to refuse a return or to issue 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.
Article 10 — Customer service contact
Our team is available for any question relating to a return or refund:
Email: contact@luxarmonie.com (response within 24–48 business hours)
WhatsApp: +33 7 56 83 85 41 — messages only, no voice calls
Postal mail: MT MANAGEMENT SAS — 200 rue de la Croix Nivert — 75015 Paris, France
Recommended email subject: "Return order #XXXX" or "Refund order #XXXX"
To speed up the processing of your request, always indicate your order number in any communication with our customer service.
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