Refund and Returns Policy

Last updated: September 3, 2026

At LUXEVOX, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be able to return it in accordance with the terms below.

This Returns & Refunds Policy applies to purchases made through our online store operated by:

Quality Touch Imports UG (haftungsbeschränkt)
Operating under the brand name LUXEVOX
Ortsstraße 66
98744 Cursdorf
Germany

Email: minhaj@qualitytouchproducts.com
Website: luxevox.io

1. Right of Withdrawal

If you are a consumer in the European Union, you generally have a statutory 14-day right of withdrawal.

You have the right to withdraw from your purchase without giving a reason within 14 days from the day on which you, or a person designated by you other than the carrier, receives the goods.

If your order is delivered in multiple shipments, the withdrawal period generally begins when you receive the last item or last shipment of the order.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You can contact us at:

Email: minhaj@qualitytouchproducts.com

2. How to Request a Return

To request a return, please contact us by email and provide:

  • Your full name
  • Order number
  • Date of purchase
  • Product(s) you wish to return
  • Reason for the return, if you wish to provide one
  • Any relevant photographs, if the product is damaged or defective

Please wait for our return instructions before sending the product back.

Do not send returns to the address above unless we specifically instruct you to do so.

3. Condition of Returned Products

Products should be returned in their original condition whenever possible.

For hygiene, quality-control, and resale purposes, we ask that returned products:

  • Are unused and unworn
  • Are not damaged or altered
  • Include original tags and labels where applicable
  • Include original packaging where reasonably possible
  • Are returned with all accessories supplied with the product

You may inspect and try on a product to the extent reasonably necessary to determine its nature, characteristics, and functionality.

However, you may be responsible for any loss in value resulting from handling beyond what is necessary to inspect the product.

4. Exceptions to the Right of Withdrawal

Certain goods may be excluded from the statutory right of withdrawal where permitted by applicable law.

For example, this may include products that:

  • Are made according to the customer’s specifications or are clearly personalized; or
  • For reasons of hygiene or health protection, are not suitable for return after being unsealed, where the applicable legal requirements for the exception are met.

Any applicable exception will be communicated to you before or during the purchase process where required.

5. Return Shipping Costs

If you exercise your statutory right of withdrawal, you are generally responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to bear those costs.

If the product received is defective, damaged, incorrect, or does not conform to the contract, please contact us before returning it. In such cases, different statutory rights may apply and we will provide appropriate instructions.

6. Refunds

If you validly exercise your statutory right of withdrawal, we will refund the payments we have received from you, including the cost of standard delivery.

If you selected a more expensive delivery option than the least expensive standard delivery option offered by us, we are not required to refund the additional cost of that upgraded delivery method.

Refunds will generally be made using the same payment method that you used for the original transaction, unless another method has been expressly agreed with you.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

7. Processing Time for Refunds

Once we receive your returned product and verify its condition, we will process the refund as soon as reasonably possible.

The time required for the funds to appear in your account may also depend on your payment provider or bank.

8. Damaged or Defective Products

If your product arrives damaged, defective, or does not correspond to what you ordered, please contact us as soon as possible.

Please provide:

  • Your order number
  • A description of the problem
  • Photographs of the product and packaging, where applicable

We will assess the issue and provide appropriate instructions.

Your statutory consumer rights relating to defective or non-conforming goods remain unaffected by this policy.

9. Incorrect or Missing Items

If you receive the wrong product or an item is missing from your order, please contact us at:

minhaj@qualitytouchproducts.com

Please include your order number and details of the issue.

We will investigate the matter and, where appropriate, arrange a replacement, refund, or other suitable remedy.

10. Exchanges

We may offer exchanges depending on product availability.

If you would like to exchange an item, please contact us before returning it.

If the requested replacement is unavailable, we may instead process an appropriate refund or other remedy in accordance with applicable law.

11. Promotional and Sale Items

Products purchased during promotional campaigns or sales remain subject to the same statutory consumer rights applicable to regular purchases.

A reduced price does not remove your statutory rights.

Any additional voluntary return conditions applicable to a specific promotion will be clearly communicated at the time of purchase.

12. Non-Returnable Personalized Products

Products that are specifically customized or personalized according to your individual specifications may not be eligible for the statutory right of withdrawal where the applicable legal requirements for such an exception are met.

This does not affect your statutory rights in relation to defective or non-conforming goods.

13. Statutory Consumer Rights

Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights under applicable German or European law.

In particular, your statutory rights relating to:

  • The right of withdrawal
  • Defective goods
  • Non-conforming goods
  • Warranty and statutory remedies

remain unaffected.

14. Contact Us

If you have any questions about returns, refunds, exchanges, damaged products, or your consumer rights, please contact us:

Quality Touch Imports UG (haftungsbeschränkt)
LUXEVOX
Ortsstraße 66
98744 Cursdorf
Germany

Email: minhaj@qualitytouchproducts.com
Website: luxevox.io

We are happy to assist you with your return or refund request.