This Return Policy applies to all purchases made through our website and complies with the General Law for the Protection of Consumers and Users (Royal Legislative Decree 1/2007) and Directive 2011/83/EU.
1. Right of withdrawal (14 days)
The customer has a period of 14 calendar days from receipt of the order to request a product return.
The right of withdrawal only applies if the product is:
- Unopened
- Unused
- With its original seal intact
- In perfect condition and with its original packaging
Returns of products that have been opened or tampered with will not be accepted.
2. Products excluded from returns (hygiene and safety)
In accordance with Article 103.e) of the Consumer Law, returns are not accepted for:
- Opened or unsealed perfumes
- Cosmetic products whose hygienic seal has been removed
- Items that have been tested or used
For health protection and hygiene reasons, returns of opened, used, or unsealed products are not accepted.
3. Personal preference or dissatisfaction with the fragrance
Due to the nature of perfumes, returns based on personal taste or dissatisfaction with the fragrance are not accepted once the product has been opened.
4. Personalized products
Personalized, engraved, or made-to-order products are not eligible for return, except in cases of manufacturing defects.
5. Damaged or defective products
If the product arrives damaged, defective, or incorrect, the customer must notify us within a maximum of 48 hours from receipt.
To process the claim, the following is required:
- Photos or videos of the damage
- Photo of the outer packaging
- Order number
Once the defect has been verified, a replacement product will be sent at no additional cost.
6. Excessive use or improper handling
Returns will not be accepted for products that show:
- Signs of excessive use (more than 25% of the content)
- Tampering, impacts, or damage not attributable to transport
- Odors, residues, or alterations caused by the customer
7. Sample sets, discovery sets, and testers
Sample sets, discovery sets, and tester-size perfumes are not eligible for return once opened.
8. Return shipping costs
Unless the product is defective or incorrect due to an error by Luzaris, the customer is responsible for the return shipping costs.
Returns must be shipped using a service that provides a tracking number.
9. Prior authorization for returns (RMA)
All returns must be previously authorized by our team.
Any unauthorized return will be rejected.
10. Return of promotional items or gifts
If an order includes promotional gifts, these must also be returned unopened and in perfect condition.
11. Claims regarding fragrance quality
All claims related to fragrance quality, evaporation, intensity, or longevity will be reviewed by our technical team or laboratory before authorizing any refund or replacement.
12. Refund
Once the returned product has been received and verified, the refund will be processed within 5 to 14 business days using the same payment method.
Luzaris reserves the right to reject returns that do not comply with the conditions described in this policy.
13. Returns contact
To process any return, the customer must contact our team:
Email: support@luzaris.com
Subject: Return request – Order No. XXXX