Refund policy
At Luxarmonie, your satisfaction is a priority. If your order does not suit you, or if you receive a faulty or non-compliant product, we do everything we can to resolve the situation quickly and smoothly. This policy sets out all 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.
⚠ Please 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 cannot be returned, exchanged or refunded. Any order made or adjusted to your specifications (modified cable or rod length, specific dimensions, colour, finish or any other personalised parameter) is considered a firm and final sale. This exclusion never applies in the event of a faulty or non-compliant product (see Article 6).
2. Bulky products (dimension of 150 cm or more): return shipping costs payable by you. For these products, in the event of a simple change of mind (withdrawal or commercial return), return shipping costs are borne by the customer. They remain fully covered by Luxarmonie in the event of a fault or non-compliance.
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 right of withdrawal of 14 calendar days from physical receipt of your order, without having to justify any reason or bear any penalty.
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 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 deadline expires, using one of the following methods:
– Email to contact@luxarmonie.com, stating 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 to our Terms of Sale
The date your notification is sent is what counts for meeting 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 canvass 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 obtain a refund, for any reason whatsoever.
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 under the legal guarantees (non-conformity or hidden defect — see Article 6).
Article 3 — Return shipping costs
Return shipping costs are covered by Luxarmonie for the vast majority of our products, regardless of the reason for the return (withdrawal, non-compliant product, fault, order error). Once your request has been approved, we will send you a prepaid return label suited to your country, along with packaging and drop-off instructions.
3.1 Exception — bulky products (dimension ≥ 150 cm)
Due to logistical constraints, products whose largest dimension is 150 cm or more (large pendant lights, chandeliers and large floor lamps in particular) are subject to specific return conditions:
– Return due to change of mind (withdrawal or commercial return): return shipping costs are payable by the customer. We will provide you with the terms and an estimate of the return cost when processing your request.
– Return due to a faulty or non-compliant product, or an order error: return shipping costs are fully covered by Luxarmonie, with no upfront payment required from you.
3.2 General rule
For all other products, return shipping costs remain fully covered by Luxarmonie, regardless of the reason for the return. You have no costs to advance. The full procedure is detailed in Article 5.
⚠ Never send back a product without first obtaining our instructions and, where applicable, your prepaid label. Any return made without Luxarmonie's prior agreement cannot be accepted.
3.3 Return shipping deadline — label validity
Once your return request has been approved and your prepaid return label has been sent to you, you have 8 calendar days from the date the label is sent to drop off your parcel with the carrier or at the indicated collection point.
After this 8-day period, the prepaid label is no longer valid and free return handling is no longer guaranteed: your return remains possible within the limits of this policy, but return shipping costs will then be payable by you. A new, paid label may be offered to you.
We therefore recommend shipping your product as soon as you receive your label, in order to benefit from free returns and speed up the processing of your refund.
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 to your specifications or clearly personalised cannot be returned, exchanged or refunded. They constitute a firm and final sale.
This includes, without limitation:
– Cable, rod or suspension length adjusted or extended on request
– Specific dimensions (made-to-measure size, special cutting)
– Personalised colour, finish or material
– Personalised engraving or marking
– Any other option configured by you when placing the order
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
Also excluded from the right of withdrawal are products unsealed after delivery which cannot be returned for hygiene reasons.
4.3 Mandatory exception — fault or non-compliance
A made-to-order or personalised product showing a proven manufacturing fault, a material defect, or non-compliance with the order placed (wrong reference delivered, colour different from the one ordered, product damaged in transit, dimension not matching the order) entitles you to a return, exchange or full refund, with no limitation linked to personalisation. MT MANAGEMENT covers all return shipping costs in this case.
This exception is mandatory: no clause of this policy can 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 — Start your request
Contact our customer service team at contact@luxarmonie.com, stating:
– Your order number (format #XXXX)
– The product(s) you wish to return
– The reason for the return: withdrawal, faulty product, non-compliance, order error, other
– Photos of the product if it is damaged or does not match your order
Our team will acknowledge receipt of your request within 24 to 48 business hours and check the product's eligibility for return.
Important: your return label is valid for 8 days from the date it is sent. Drop off your parcel within this period to benefit from a free return. After this, the label expires and return shipping costs will be payable by you (see Article 3.3).
Step 2 — Receiving your return instructions
Once your request has been approved, we will email you precise instructions for packaging and dropping off your parcel. For products eligible for a free return, a prepaid return label suited to your country is attached. For bulky products (≥ 150 cm) returned due to a change of mind, we will provide you with the terms and the return cost payable by you (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
Once we receive your parcel at our warehouse and inspect 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 of your proof of shipment if received earlier). Our internal processing time of 24-48 hours is significantly shorter than this legal maximum.
Article 6 — Faulty or non-compliant products
6.1 Checking on receipt
If you receive a product that is visibly damaged, faulty or different from the one ordered, please proceed as follows:
– Photograph the parcel before opening it if the packaging is damaged
– Photograph the product after opening it, clearly documenting the issue found
– 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 fault or non-compliance, including for made-to-order products and bulky products (≥ 150 cm).
6.2 Solutions offered — customer's choice
In the event of a faulty product or one that does not comply with your order, you may freely choose between:
– Replacement: sending an identical or equivalent replacement product, at no extra cost, once the return of the faulty product is confirmed
– Full refund: refund of the total price paid using the same payment method, within 24 to 48 business hours of receiving the return
In both cases, the return shipping costs for the faulty product are fully covered by Luxarmonie.
6.3 Legal guarantee of conformity
Independently of our 30-day commercial policy and any exclusion linked 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-compliance entitles you to repair, replacement or refund under the terms detailed in our Terms 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 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 — Refunds
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 received before 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:
– Credit/debit 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 relevant instalment)
7.2 Method of refund
The refund is made exclusively using the same payment method used for the original purchase. You are refunded the total price paid, including the original delivery cost. Where applicable, return shipping costs that remained payable by you (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 timeframes:
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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 issue 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 event of a fault or non-compliance (see Article 6).
Contact us at contact@luxarmonie.com, stating:
– 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 using the original payment method within 24 to 48 business hours of receiving the return
Return shipping costs for the original product follow the rules in Article 3 (free for most products; payable by you for bulky products ≥ 150 cm in the event of a change of mind). Shipping costs for the new product are free of charge.
Article 9 — Condition requirements for the returned product
To be accepted as part of a withdrawal or commercial return (excluding faults or non-compliance), 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 kept where possible
In the event of a return due to a fault or non-compliance, these condition requirements do not apply — the product may be returned in the condition 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 heavy 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 questions 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 address: 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, please always include your order number in any communication with our customer service team.
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