Refund policy

We strive to ensure you are completely satisfied with your purchases at "Luxeol". However, if you decide to return an item, please find below the information on how to do so in accordance with the laws of the Republic of Lithuania and EU regulations.

1. Right to Return Quality Goods (14-Day Cooling-Off Period)

1.1. The Buyer (consumer) has the right to withdraw from the online purchase agreement without giving any reason within 14 (fourteen) days from the day of delivery (pursuant to Art. 6.228(10) of the Civil Code of the Republic of Lithuania).
1.2. To exercise this right, the Buyer must inform the Seller by email at info@luxeolshop.com, submitting a free-form request or a filled-out model withdrawal form.
1.3. The goods must be sent back no later than 14 days from the submission of the notification of withdrawal.

2. Important Exception: Cosmetics and Hygiene Products

2.1. Pursuant to Art 6.228(10) part 2 of the Civil Code, the Buyer does not have the right to return quality goods that have been unsealed after delivery and are unsuitable for return due to health protection or hygiene reasons.
2.2. Cosmetic products (creams, shampoos, lotions, food supplements, etc.) are accepted for return only if:

  • The item is unused;

  • The packaging is undamaged;

  • Protective films, seals, or membranes have not been removed.
    2.3. If the Seller determines that the returned item has been opened, used, or its hygienic seal damaged, no refund will be issued for such item.

3. Refund Procedure

3.1. Upon proper withdrawal from the contract (return of a quality, unopened item), the Seller undertakes to refund the full amount paid, including the initial delivery fee.
3.2. The refund will be processed no later than 14 days from the day the Seller receives the returned goods.
3.3. The money will be refunded to the same account or payment method used for the original purchase.
3.4. Return Shipping Costs: Direct costs of returning the goods (postage/courier fees) are the responsibility of the Buyer, unless the item is returned because it is faulty/defective.

4. Faulty Goods and Warranty

4.1. All goods are subject to a statutory 2-year legal guarantee (pursuant to Art. 6.363 of the Civil Code).
4.2. If you receive a faulty item (e.g., damaged packaging, expired shelf life, altered consistency), you have the right to request:

  • Free repair of the item (if possible);

  • Replacement of the defective item with a proper one;

  • A price reduction;

  • Cancellation of the contract and a full refund.
    4.3. For goods with a "best before" date or shelf life, claims regarding quality are accepted if the defects become apparent before the expiry of this period.
    4.4. Return shipping costs for faulty/defective goods are covered by the Seller.

5. Return Address and Contacts

Before sending any items back, please contact us via email.

  • Email for returns: info@luxeolshop.com

  • Address for returns: 

    UAB Shipaway
    Address 1:  Sodybų 7A, Gate 3
    Address 2: UAB EUSOVA COSMETICS
    Post code: LT-13277
    City: Vilnius
    Country: Lietuva