Frequently asked questions about our returns policy
In case it's not clear yet, here are some frequently asked questions about our returns policy:
What is the return period?
You can return a product within 30 days of receiving your order.
How long does it take before I get my money back?
A full refund will be issued to the original payment method once we have received the products, inspected them and confirmed that they have not been opened. All customers must contact us after returning the package and provide us with track & trace details so that we can process the refund.
Please note: Most financial institutions require an average of 2 business days to process the refund.
If for any reason you are not satisfied with your order, please contact us. At LuxaYard we want to ensure that our customers are 100% satisfied with the product they purchased from us. If you have any shipping or product issues and are frustrated, please contact us and our team will assist you immediately.
How can I return all or part of my order?
If you decide to return your products to us within the 30 day cooling off period, we will refund the full amount within 2 working days of receiving the product. Unfortunately, we cannot reimburse the costs of return shipping.
To return your product, please follow the steps below:
1. Take the return form here and fill it in as completely as possible.
2. Send us an email at info@milvo.de stating that you would like to return your order or part of it.
3. Wait for a response from our customer service whether we can accept the return. They will also give you the returns address (please note this is not the address on our website).
4. If we can accept your return, please do the following.
Pack the product to be returned neatly and safely, preferably in the original packaging. 5. Send the package to the return address you received from our customer service.
6. Send the Track & Trace code to our customer service.
When your package arrives and has been checked, we will refund you the value of the returned products via the payment method you used to pay.
Unfortunately, products that meet one or more of the following criteria cannot be returned:
a. Sealed products. If the seal is broken, these products cannot be returned.
b. that are manufactured by the trader according to consumer specifications (customization);
c. that are clearly personal in nature
d. which by their nature cannot be returned;
Cancellation of placed orders
Our orders are processed immediately, so cancellation is unfortunately not possible.
Damaged products upon arrival
What a pity! Unfortunately, your product may be damaged during transport. If you have received a damaged or incorrect product, please contact us within 30 days of receiving the product. After that, unfortunately, the return period expires.
For the fastest resolution, please email us with a photo showing the damaged part of the item. The best photos are taken on a flat surface where the label and defect are clearly visible. We will use this information to help you with your order and prevent errors in the future.
In the event of a defect, we always provide new packaging free of charge. Would you rather return the product? We will then refund you the full purchase amount.
If you have any questions about damaged products upon arrival, please contact us at info@LuxaYard.nl
Product errors or defects after use
How annoying! Unfortunately, a production error may occur over time. This must be a real defect. This means that the part is broken and no longer meets the standard prescribed by the manufacturer. Wear parts are excluded from production errors or defects.
If you have any questions about production errors or defects after use, please contact us at info@LuxaYard.nl
Delivery of wrong products
We do our best to process all orders correctly. Unfortunately, it may happen that orders are missed and we deliver the wrong product to you. We will of course solve the problem and send you the correct order free of charge.
If you have any questions about the delivery of incorrect products, please contact us at info@LuxaYard.nl
Do I have to pay for the return shipping?
Yes, all customers are responsible for return shipping costs. We recommend that you send your return shipment with Track & Trace, as we cannot take responsibility for lost returns.
Can I return my product without contacting me?
No. You must contact us before sending a return. This way we know exactly which returns need to be processed.
How can I contact you?
You can reach us by email at info@ LuxaYard.nl The LuxaYard.nl team works seven days a week. We guarantee an answer within 8 hours and are happy to help you!
My order is damaged, what should I do?
For a quick solution, it is best to include a photo showing the poor quality or damaged part of the item. The best photos are taken on a flat surface where you can clearly see the label and defect. We will use this information to help you with your order and prevent errors in the future.
If you have received a damaged or incorrect product, please contact us within 30 days of receiving the product. After that, unfortunately, the return period expires.