Refund policy
-
Returns & Exchanges Policy
At Long Lux Official, we want you to feel confident with your purchase. You may request a return or exchange under the conditions outlined below.
Right of Withdrawal
You may withdraw from your purchase and request a return within 14 calendar days from the date you receive your order, without providing a reason.
To exercise your right of withdrawal, please contact us at:
Your request should include your name, order number, and the product you wish to return. Providing a reason is optional.
Product Condition
You may inspect and try on the watch as you would in a physical store.
Returned products should include all accessories, documents, and original packaging whenever reasonably possible.
You may be responsible for any reduction in the product’s value resulting from handling or use beyond what is necessary to assess its nature, characteristics, fit, and functionality.
Products showing signs of prolonged wear, damage caused by misuse, alterations, scratches resulting from use, or missing components may be subject to a deduction reflecting any loss in value.
Return Shipping Costs
For return requests submitted within the first 7 calendar days after delivery, Long Lux Official will cover the standard return shipping cost.
For requests submitted between the 8th and 14th calendar day after delivery, return shipping costs are the customer’s responsibility.
Return shipping will always be covered by Long Lux Official when the product received is defective, damaged upon delivery, or different from the item ordered.
Return instructions will be provided after your request has been received.
Exchanges
Exchange requests may be submitted within 14 calendar days after delivery and are subject to product availability.
When the requested replacement is unavailable, you may choose another available product or receive a refund according to this policy.
Returning the Product
After notifying us of your decision to withdraw, the product must be returned without undue delay and no later than 14 calendar days after the return request has been submitted.
Please follow the return instructions provided by our customer service team.
Products should not be returned without first contacting us, as the correct return address and shipping instructions may vary.
Refunds
Once the returned product has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method.
Refunds will be processed without undue delay and no later than 14 calendar days from the date we are informed of your decision to withdraw. We may withhold the refund until the returned product has been received or until proof of return shipment has been provided, whichever occurs first.
For full-order returns, the refund will include the original standard delivery cost. Additional charges resulting from an express, priority, or premium delivery method are not refundable beyond the cost of the standard delivery option.
Depending on your bank or payment provider, additional processing time may be required before the refunded amount appears in your account.
Defective, Damaged, or Incorrect Products
Please contact us as soon as possible if your order arrives damaged, defective, incomplete, or different from the product ordered.
In these situations, Long Lux Official will provide the appropriate assistance and cover the applicable return or replacement shipping costs.
Please include your order number and clear photographs or videos showing the issue whenever possible.
Exceptions
Personalised, customised, or engraved products may not be eligible for return under the right of withdrawal, except when defective, damaged, or not as ordered.
This does not affect any mandatory consumer rights or legal guarantees available under applicable law.
Contact
For return, exchange, or refund requests, please contact:
