Refund policy

 

Returns & Refund Policy

Last updated: August 2, 2026

At AP LUXEŌ, we are committed to delivering high-quality products. If there is an issue with your order, we will work with you to resolve it as quickly as possible.

1. Right of Withdrawal (European Union)

If you are a consumer residing in the European Union, you generally have the legal right to withdraw from your purchase within 14 calendar days of receiving the last item in your order, without giving any reason, unless a legal exception applies under applicable law.

To exercise your right of withdrawal, you must notify us before the withdrawal period expires by submitting a request through your customer account:

https://account.apluxeo.com

Go to Orders and select the relevant order.

After your withdrawal request has been accepted, you will receive further instructions regarding the return process.

2. Conditions for Returning Products

Returned products must:

  • be unused;

  • be unworn;

  • be unwashed;

  • have all original tags attached;

  • be returned in their original packaging where reasonably possible;

  • be in the same condition in which they were received.

We reserve the right to reduce the amount of any refund if the value of the goods has been diminished by handling beyond what is necessary to establish their nature, characteristics, and functioning.

3. Made-to-Order Products

Many of our products are manufactured only after an order has been placed.

For customers outside jurisdictions where mandatory consumer protection laws provide otherwise, we do not accept returns or exchanges for:

  • incorrect size selected by the customer;

  • incorrect color selected by the customer;

  • accidental orders;

  • change of mind.

Nothing in this policy limits or excludes any mandatory consumer rights that apply under the laws of your country of residence.

4. Damaged, Defective or Incorrect Items

If your order arrives:

  • damaged;

  • defective;

  • containing the wrong product;

  • containing a manufacturing defect,

please contact us within 7 days of delivery.

Your request should include:

  • your order number;

  • a description of the issue;

  • clear photographs showing the problem.

If the claim is approved, we will, at our discretion:

  • send a replacement;

  • repair the issue where possible;

  • issue a full or partial refund.

You will not be charged any additional shipping costs where the error was caused by us or our manufacturing partner.

5. Return Shipping Costs

Unless otherwise required by applicable law:

  • customers are responsible for return shipping costs when exercising the right of withdrawal;

  • we cover return shipping costs only if the returned product is defective, damaged, or incorrectly supplied.

We recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.

6. Refunds

Once the returned item has been received and inspected, we will notify you whether your refund has been approved.

Where applicable, refunds will be issued within 14 calendar days after:

  • receiving the returned goods; or

  • receiving satisfactory evidence that the goods have been sent back,

whichever occurs first, as required by applicable law.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

If you exercised your statutory right of withdrawal under EU law, any standard outbound shipping charges paid at the time of purchase will also be refunded, in accordance with applicable legislation.

Any additional shipping services selected by the customer (such as express delivery) are non-refundable except where required by law.

7. Order Cancellations

Orders may be cancelled before production or fulfillment begins.

Because our products are manufactured on demand, once production has started, cancellation may no longer be possible unless required by applicable consumer protection law.

8. Non-Returnable Items

The following items cannot be returned where permitted by applicable law:

  • personalized or custom-made products;

  • products that have been altered after delivery;

  • products returned in a condition inconsistent with this policy.

This section does not affect any mandatory statutory rights available to consumers.

9. How to Request a Return

To request a return, replacement, or cancellation:

  1. Log in to your account at

https://account.apluxeo.com

  1. Open Orders.

  2. Select the relevant order.

  3. Submit your request.

Our support team will review your request and provide further instructions.

10. Consumer Rights

Nothing in this Returns & Refund Policy limits, excludes, or replaces any mandatory rights available to consumers under applicable consumer protection laws, including the laws of the European Union and the country in which the consumer resides.