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L’LUXE® RETURNS, REFUNDS & STATUTORY WITHDRAWAL POLICY

Last Updated: September 2026

At L’LUXE®, we carefully curate previously owned authentic designer goods, ready-to-wear, footwear, jewelry, fashion accessories and specially sourced pieces.

Because our merchandise may be previously owned, individually sourced, limited in availability, specially ordered or made to order, return eligibility may vary according to the type of product, the reason for the return and the consumer protection laws applicable to the transaction.

Nothing in this policy is intended to exclude, restrict or replace any consumer right or remedy that cannot legally be waived.

1. L’LUXE® General Return Request Period

Unless an item is specifically identified as Final Sale, a return request under the L’LUXE® discretionary return policy must be submitted within 14 days of delivery.

Submitting a return request does not automatically mean that the return has been approved.

All returns require authorization from L’LUXE® before merchandise is sent back.

Different or additional rights may apply to customers who have statutory cancellation, withdrawal, warranty or other consumer rights under applicable law.

2. Previously Owned Authentic Designer Items

Previously owned designer merchandise may naturally show signs of previous use, age, handling or storage.

These characteristics may include, but are not limited to:

Light scratches
Creasing
Patina
Hardware wear
Interior marks
Leather variations
Minor shape changes
Other signs consistent with previous ownership

L’LUXE® makes reasonable efforts to accurately describe and photograph the condition of each previously owned item.

Before purchasing, customers are responsible for reviewing the complete product description, photographs, measurements, condition notes, material and colour information, accessories included and any disclosed signs of wear.

A characteristic that was clearly disclosed in the product description or reasonably visible in the photographs before purchase is not considered an undisclosed defect merely because the item is previously owned.

Return Review

Under the L’LUXE® discretionary return policy, a previously owned item may be reviewed for return if it is:

Damaged upon arrival
Defective
Incorrect
Significantly not as described
Supported by credible written professional documentation establishing an authenticity issue
Otherwise specifically approved for return by L’LUXE®

Change of mind, buyer’s remorse, personal preference, colour preference, size preference or disclosed signs of previous wear do not automatically qualify for return under the L’LUXE® discretionary policy.

This section does not limit statutory cancellation, withdrawal, warranty or other consumer rights that may apply.

3. Authenticity Guarantee

L’LUXE® is committed to offering authentic designer merchandise.

Previously owned designer products are sourced through established professional suppliers and are reviewed according to the authentication procedures applicable to the item and source.

Where stated in an individual product listing, additional third-party authentication documentation may also be provided.

If a customer believes that a previously owned designer item is not authentic, L’LUXE® may require credible written documentation from a qualified professional authentication service in order to investigate the authenticity claim.

An authenticity claim is separate from any statutory withdrawal, warranty or other consumer right available under applicable law.

L’LUXE® is an independent retailer and is not affiliated with, endorsed by or sponsored by the designer brands whose products are offered on our website unless expressly stated otherwise.

4. Ready-to-Wear, Footwear, Jewelry & Fashion Accessories

Return requests under the L’LUXE® discretionary return policy must be submitted within 14 days of delivery, unless the product is specifically designated as Final Sale.

Sizing & Fit

Customers must review the size chart and measurements provided in the individual product listing before ordering.

Sizing may differ from standard Canadian, U.S., European or other sizing because manufacturers and suppliers may use different measurement standards.

If the size ordered was correctly supplied and corresponds to the measurements or size information provided in the listing, a fit issue is not considered an incorrect item.

Unless otherwise approved by L’LUXE® or required by applicable law, discretionary returns based solely on sizing, fit, colour preference, personal preference, change of mind or an item not meeting personal expectations are not accepted.

Measurement Tolerance

Please allow an approximate 1–3 cm measurement variation resulting from manual measuring and garment construction.

A normal measurement variation within this range is not, by itself, considered a defect or incorrect item.

5. Return Condition Requirements

For a discretionary return to be accepted, merchandise must be returned in substantially the same condition in which it was received.

Depending on the product, this includes being:

Unworn
Unused
Unwashed
Unaltered
Unrepaired
Uncleaned or unpolished
Free from new damage, stains or odours
Returned with original tags
Returned with original packaging
Returned with all accessories originally supplied

For previously owned designer merchandise, all supplied components must also be returned, where applicable, including dust bags, boxes, cards, certificates, straps, locks, keys and other accessories.

L’LUXE® may refuse a discretionary return if merchandise is returned in a materially different condition from the condition in which it was delivered.

6. L’LUXE® Security Tag

L’LUXE® may attach a security tag to merchandise for product identification, return management and authenticity protection.

Please fully inspect your merchandise before removing the L’LUXE® security tag.

For returns made under the L’LUXE® discretionary return policy, the security tag must remain attached and intact unless L’LUXE® authorizes otherwise.

Where a statutory right of withdrawal or cancellation applies, the security tag requirement will be administered in accordance with applicable law. Removal of or damage to a security tag may be considered when determining whether merchandise has been handled beyond what was reasonably necessary and whether any legally permitted deduction for diminished value applies.

7. Quality Check Before Shipping

Before dispatch, L’LUXE® and/or its applicable fulfilment source may inspect merchandise to confirm, as applicable:

The correct item
Style
Selected size
Listed condition
Included accessories
Overall presentation

This quality-control process does not limit any consumer rights provided by applicable law.

8. Return Authorization

Do not send merchandise back without prior return authorization.

Customers must submit a return request through the L’LUXE® Return Portal:

https://account.lluxeshop.online

After the request has been reviewed, L’LUXE® will provide return instructions and the applicable return address when the return is authorized.

Do not return merchandise to an address appearing on an original shipping label unless L’LUXE® specifically instructs you to do so.

Unauthorized returns or merchandise sent to an incorrect address may be refused, subject to applicable law.

9. Photographs & Documentation

To investigate or process a return request, L’LUXE® may request reasonable supporting documentation.

Depending on the claim, this may include photographs of:

The complete item received
Original packaging
Shipping packaging
All included accessories
Size labels or tags
Damage or defects
Serial numbers
Date codes
Stamps
Logos
Authenticity markers

For an authenticity claim, L’LUXE® may also request written documentation from a qualified professional authentication service.

Customers should provide requested information promptly so that the return request can be properly reviewed.

Nothing in this section is intended to impose documentation requirements that would unlawfully restrict a mandatory consumer right.

10. Return Shipping

For discretionary returns approved under the L’LUXE® Return Policy, return shipping costs are normally the responsibility of the customer.

Where the return results from an incorrect item, confirmed defect, significant misdescription or another matter for which L’LUXE® is legally responsible, return costs will be handled in accordance with applicable law.

Customers should use a tracked and adequately insured shipping service.

To the extent permitted by law, customers are responsible for returned merchandise until it reaches the designated return location.

Original shipping charges are non-refundable under the discretionary L’LUXE® Return Policy unless L’LUXE® agrees otherwise.

Where applicable law requires reimbursement of original standard delivery charges, those legal requirements will apply.

11. International Return Costs

For discretionary international returns, customers are responsible for applicable return shipping costs and any customs charges, duties, taxes, brokerage charges, carrier clearance fees or similar charges associated with the return, except where L’LUXE® is responsible for the return or applicable law requires otherwise.

Where permitted by law, charges incurred by L’LUXE® as a direct result of a customer return may be deducted from an eligible refund when those charges are the customer’s responsibility.

12. 15% Return / Restocking Fee

Eligible discretionary returns approved under the L’LUXE® Return Policy may be subject to a 15% return/restocking fee, where permitted by applicable law.

The fee will be deducted from the approved refund.

Example

For an eligible C$1,000 discretionary return:

15% restocking fee: C$150

Remaining eligible refund: C$850, before any other permitted deductions or non-refundable charges.

The 15% return/restocking fee will not apply where L’LUXE® confirms that:

An incorrect item was sent
An item arrived defective
An item was significantly not as described
A previously owned designer item is established to be inauthentic through acceptable professional documentation

The 15% fee also does not apply merely because an eligible consumer exercises a statutory right of withdrawal or cancellation where imposing such a fee is prohibited by law.

Mandatory consumer rights always take precedence over this provision.

13. Refund Processing

Refunds are issued only after an authorized return has been received and inspected, except where applicable law requires otherwise.

Carrier tracking showing that a return was delivered does not, by itself, confirm that the merchandise has passed return inspection.

After an eligible return has been inspected and approved, the refund will be issued to the original payment method.

For discretionary returns, the refund may be reduced by any applicable:

15% return/restocking fee
Non-refundable original shipping charge
Return shipping charge
International return-related charge
Other deduction expressly permitted by this policy and applicable law

Statutory refunds will be calculated and processed according to the law applicable to the transaction.

After L’LUXE® issues a refund, the time required for the funds to appear depends on the customer’s bank, card issuer or payment provider.

14. Damaged, Defective, Incorrect or Significantly Misdescribed Items

If merchandise arrives damaged, defective, incorrect or significantly different from its description, please contact L’LUXE® promptly within the applicable return period.

L’LUXE® may request photographs of the merchandise, packaging and shipping materials to investigate the issue.

These claims are reviewed separately from ordinary discretionary returns and will be handled in accordance with applicable consumer protection law.

15. Final Sale Items

Certain merchandise may be offered at a significantly reduced price or under conditions that qualify the product as Final Sale.

An item is considered Final Sale only when Final Sale is clearly indicated in the individual product description or otherwise clearly disclosed before purchase.

Items designated as Final Sale are not eligible for a discretionary return, exchange, refund or store credit.

Final Sale status does not eliminate any statutory consumer right or remedy that cannot legally be excluded.

Customers should carefully review the individual product description before completing their purchase.

16. Custom-Made, Personalized & Made-to-Order Merchandise

Custom-made, personalized or made-to-order merchandise may be designated Final Sale.

Where legally permitted, such merchandise is not eligible for cancellation, discretionary return, exchange or refund once the order has entered production or sourcing.

This restriction does not apply where the merchandise is defective, incorrectly supplied, significantly not as described or where applicable law provides the customer with a non-waivable remedy.

Any special return limitation applicable to a customized or made-to-order item will be disclosed where required.

17. Specially Sourced & Limited-Availability Products

Certain L’LUXE® products are individually or specially sourced or available only in limited quantities.

Availability may change before supplier confirmation.

If an ordered product becomes unavailable before fulfilment, L’LUXE® will contact the customer and provide appropriate options, which may include an alternative item or cancellation and refund.

Any return restriction applying to a specially sourced product will be disclosed where required and remains subject to mandatory consumer protection law.

STATUTORY CONSUMER RIGHTS

18. European Union — Statutory Right of Withdrawal

Customers located in the European Union may have a statutory right to withdraw from an eligible distance purchase within 14 days after receiving the goods, without providing a reason, subject to applicable law and statutory exceptions.

Where an order contains multiple goods delivered separately, the applicable period may be calculated according to the delivery rules established by applicable EU law.

To exercise a statutory right of withdrawal, the customer must notify L’LUXE® within the applicable withdrawal period.

After giving notice, merchandise must be returned within the period required by applicable law.

Customers may inspect merchandise to the extent reasonably necessary to establish its nature, characteristics and functionality.

If merchandise has been handled beyond what is reasonably necessary, L’LUXE® may make a legally permitted deduction reflecting any resulting diminished value.

Unless L’LUXE® has agreed to bear the return cost or applicable law provides otherwise, the customer is responsible for the direct cost of returning merchandise when the customer was properly informed of this responsibility before purchase.

Where required by EU law, L’LUXE® will reimburse the eligible purchase amount and applicable standard outbound delivery charge. Additional delivery costs resulting from the customer’s choice of a delivery method more expensive than the standard delivery option need not be reimbursed where permitted by law.

No 15% restocking fee is imposed solely because an eligible EU consumer exercises a statutory right of withdrawal.

Statutory exceptions may apply, including to certain goods made to the consumer’s specifications or clearly personalized.

19. United Kingdom — Statutory Cancellation Rights

Eligible United Kingdom consumers purchasing merchandise online may have statutory cancellation rights applicable to distance contracts.

Generally, an eligible consumer may notify the seller of cancellation within 14 days after receiving the goods, without having to provide a reason, subject to applicable exceptions.

After giving timely cancellation notice, the customer must return the merchandise within the period required by UK law.

Customers may reasonably inspect merchandise in a manner comparable to what would ordinarily be permitted in a retail store.

Where legally permitted, a deduction may be made for loss in value resulting from handling beyond what is reasonably necessary.

Where required by UK law, the eligible purchase amount and applicable standard delivery charge will be refunded. Additional amounts paid for an enhanced delivery service need not be refunded beyond the standard delivery amount where permitted by law.

No 15% restocking fee is imposed solely because an eligible UK consumer exercises a statutory cancellation right.

Statutory exceptions, including certain personalized or custom-made products, may apply.

20. Canada & Quebec Consumer Rights

The L’LUXE® 14-day discretionary return request period is a store policy and should not be interpreted as a statement that all Canadian consumers have a general statutory 14-day change-of-mind right.

For purchases governed by Quebec law, L’LUXE® applies its return policy alongside the protections provided by Quebec consumer protection legislation, including applicable legal warranties and distance-contract requirements.

Consumer rights relating to defective merchandise, hidden defects, conformity with the description, online-contract requirements and other mandatory protections continue to apply regardless of the L’LUXE® discretionary return policy.

Nothing in this policy limits a remedy available to a consumer that cannot legally be waived.

21. United States & Other Jurisdictions

For customers in the United States and other jurisdictions, the L’LUXE® Return Policy applies subject to any mandatory consumer protection law governing the transaction.

The L’LUXE® 14-day discretionary return request period does not represent that every jurisdiction provides a statutory 14-day change-of-mind right.

Where local law provides greater or additional mandatory consumer protection, that law will apply.

22. Duties, Taxes & Import Charges

Any duties, taxes, customs charges or import fees applicable to an order will be handled according to the terms disclosed to the customer at checkout and/or in the applicable shipping information.

Customers should review the total charges and applicable import terms presented for their destination before completing an order.

For a return, any duties, taxes or import-related charges will be handled according to applicable law and the circumstances of the return.

23. Order Cancellations

Because L’LUXE® merchandise may be individually sourced or processed shortly after an order is submitted, an order cannot be guaranteed to be cancellable after it has been placed.

Customers wishing to request a cancellation should contact L’LUXE® as soon as possible.

This section does not restrict a statutory cancellation or withdrawal right available under applicable law.

24. Payment Disputes & Chargebacks

Customers are encouraged to contact L’LUXE® first if there is a problem with an order so that the matter can be investigated.

Where merchandise is required to be returned as part of a refund, dispute or chargeback resolution, the customer must comply with applicable return requirements and instructions, subject to applicable law and the requirements of the relevant payment provider.

L’LUXE® reserves all rights and remedies available under applicable law in relation to fraudulent or abusive payment disputes.

Nothing in this section limits a customer’s lawful right to dispute a transaction or exercise a statutory chargeback or consumer remedy.

25. How to Request a Return

Submit your return request through the L’LUXE® Return Portal within the applicable return period:

https://account.lluxeshop.online

Please wait for return authorization and instructions before sending merchandise.

Once an authorized return is received, L’LUXE® will inspect the merchandise and determine the applicable refund in accordance with this policy and applicable law.

For return-related questions:

lynn@lluxeca.shop

26. Consumer Rights Take Priority

This policy is intended to operate alongside applicable consumer protection legislation.

Nothing contained in the L’LUXE® Return, Refund & Statutory Withdrawal Policy is intended to exclude, restrict, waive or replace a statutory consumer right or remedy that cannot legally be excluded.

If any provision of this policy conflicts with a mandatory consumer protection law applicable to a particular transaction, the mandatory legal requirement will prevail.

L’LUXE®
Previously Owned Authentic Designer Goods • Ready-to-Wear • Accessories • Specially Sourced Pieces