Politique de remboursement

RETURN & REFUND POLICY

1. GENERAL POLICY

This Return & Refund Policy applies to all purchases made through our Services.

This policy does not affect your statutory rights under applicable law, including the Consumer Rights Directive.

Any return rights beyond those required by law are granted voluntarily and may be modified or withdrawn at any time.

2. VOLUNTARY 30 DAY RETURN POLICY

In addition to your legal rights, we may, at our discretion, allow returns within 30 days of delivery.

This voluntary return policy:

applies only to unused items
may be refused at our discretion
may be refunded as store credit instead of cash

This policy does not apply where mandatory consumer rights apply.

3. CONDITIONS FOR RETURNS

To be eligible for any return:

Items must be unused, unworn, and in original condition
All packaging, tags, and seals must be intact
Proof of purchase is required

We reserve the right to:

refuse returns that do not meet these conditions
reduce the refund amount where items show signs of use

4. RETURN PROCESS

All returns must be authorized in advance.

To request a return, contact:
contact@alume.lu

If approved, you will receive return instructions.

Returns sent without authorization will not be accepted.

5. RETURN SHIPPING REQUIREMENTS

You are responsible for return shipping costs unless the item is defective or incorrect.

Returns must be sent using a tracked shipping method.

We are not responsible for lost or damaged returns.

6. DAMAGES AND ISSUES

You must inspect your order upon delivery.

Any issues must be reported within a reasonable time.

We may require photographic evidence before approving any claim.

7. NON-RETURNABLE ITEMS

The following items cannot be returned:

Custom-made or personalized products
Perishable goods
Sealed goods opened after delivery that are not suitable for return for hygiene or health reasons
Gift cards

We reserve the right to exclude discounted items from voluntary returns where permitted by law.

8. EXCHANGES

We do not offer direct exchanges.

Customers must return eligible items and place a new order.

9. EU RIGHT OF WITHDRAWAL (MANDATORY)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after you receive the goods.

To exercise this right, you must notify us by email.

You must return the goods within 14 days.

We may withhold reimbursement until we receive the goods or proof of return.

You bear the cost of return shipping.

You are liable for any diminished value resulting from handling beyond what is necessary.

10. REFUNDS

Once we receive and inspect your return, we will notify you of the result.

If approved:

Refunds are issued to the original payment method
Refunds are processed within 14 days

We may withhold refunds until:

goods are received, or
proof of return is provided

Original shipping costs are non-refundable unless required by law.

11. STORE CREDIT

Where permitted by law, refunds for voluntary returns may be issued as store credit.

Store credit:

is non-transferable
cannot be redeemed for cash
may be subject to expiration

12. REFUSAL OF RETURNS

We reserve the right to refuse returns where:

conditions are not met
items are used or damaged
return procedures are not followed
fraud or abuse is suspected

Unauthorized or refused returns may be sent back at your expense.

13. ABUSE AND EXCESSIVE RETURNS