Refund policy

At Lux (www.atelier-lux.com), your satisfaction is important to us. This policy explains the conditions for returns, refunds, and cancellations in accordance with applicable Canadian consumer protection laws.

1. Returns & Exchanges

You may request a return within 30 days of delivery.

To Initiate a Return: Contact our customer service at info@atelier-lux.com.
Exchanges: We accept exchanges. If you wish to modify your order, please contact us before our daily cutoff time of 8:00 PM (ET).
Return Shipping Costs: Costs are the responsibility of the customer, except in cases where the item is defective, damaged, incorrect, or not as described. In such cases, Lux will cover the return shipping costs.

2. Consumer Rights Notice

Nothing in this policy limits or excludes your rights under applicable Canadian consumer protection laws. You may be entitled to repair, replacement, or refund if a product is defective, unsafe, significantly different from the description, or not of acceptable quality.

3. Refunds & Fees

Restocking Fees: We do not charge any restocking fees ($0.00).
Processing Time: Once the return is received and inspected, refunds are processed within 7 business days.
Payment Method: Refunds will be issued using the same payment method used at the time of purchase. You will receive a confirmation email once complete.

4. Return Conditions

To be eligible for a full refund, items must meet the following criteria:

Items must be returned in the original packaging, including all accessories.
Products must be unused and in original condition.
Items must be securely packaged to prevent damage during return shipping.

Note: If items are returned used, damaged, or incomplete beyond reasonable inspection, a partial refund or deduction for loss of value may be applied where permitted by law.

⚠️ Important Address Notice:
Our registered business address in Ottawa is an administrative office and is NOT a return address. Returns sent without prior authorization or to the administrative address may not be received or processed. Please contact customer service to receive the correct return instructions.

5. Delivery Issues & Responsibility

Undeliverable Packages: If a package is returned due to an incorrect address, refusal, or failure to collect, we reserve the right to charge additional costs for return and reshipment. We are not responsible for delays or damage that occur during return transit; we recommend using a trackable service.

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