Refund policy

Effective Date: 16 April 2025

1. Right of Withdrawal

EU Consumers

If you are an EU-based consumer, you have the right to withdraw from the contract without giving any reason within 14 days from the day you receive your goods, in accordance with the Polish Act on Consumer Rights of 30 May 2014.

To exercise the right of withdrawal, please notify us at:

customercare@luxaporter.com
IQ-QUEST SP. Z O.O, Aleja Komisji Edukacji Narodowej 36/112B, 02-797 Warszawa, Poland
+48 660 474 674

You may use the model withdrawal form below, but it is not obligatory:

Model Withdrawal Form
(complete and return this form only if you wish to withdraw from the contract)

To: IQ-QUEST SP. Z O.O
Address: Aleja Komisji Edukacji Narodowej 36/112B, 02-797 Warszawa, Poland
Email: customercare@luxaporter.com

I hereby give notice that I withdraw from my contract of sale of the following goods:
[insert description of goods]

Ordered on [insert date] / received on [insert date]

Name of consumer(s):
Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):
Date:

Non-EU Consumers

If you are a consumer outside the EU, you may also return your order within 14 days from the day you receive your goods, unless local laws in your country provide otherwise. To initiate a return, follow the same process as outlined above by contacting us at customercare@luxaporter.com. Please note that you are responsible for any additional costs, such as customs duties or taxes, that may apply to international returns.

Specific Information for Certain Countries:

  • United States: You may return your order within 14 days from the day you receive your goods. However, return rights may vary by state, and you should check your local consumer protection laws for additional rights.
  • United Kingdom: As a UK consumer, you have the right to withdraw from the contract within 14 days from the day you receive your goods, in accordance with the UK Consumer Contracts Regulations 2013.
  • Canada: You may return your order within 14 days from the day you receive your goods. Return rights may vary by province, so please check your local consumer protection laws for additional rights.
  • Australia: You may return your order within 14 days from the day you receive your goods. Under the Australian Consumer Law (ACL), you are also entitled to a return or replacement if the product is faulty, not fit for purpose, or does not match the description.
  • Ukraine: You may return your order within 14 days from the day you receive your goods, in accordance with Ukraine's Law on Consumer Protection. International returns may be subject to additional customs procedures.
  • Other Countries: For consumers in all other countries (e.g., China, Japan, Brazil, India, etc.), you may return your order within 14 days from the day you receive your goods, unless local consumer protection laws in your country provide otherwise. International returns may be subject to customs duties, taxes, or other fees, for which you are responsible. Please check your local laws for additional rights or requirements.

2. Return Conditions

We accept returns within 14 days from the date your order was delivered.

To be eligible for a return, all items must meet the following criteria:

  • Be unworn, unused, and undamaged;
  • Have all original tags attached;
  • Be returned in the original branded packaging;
  • Include all documents and accessories that came with the product.

Final sale items are non-returnable, unless the product arrives damaged or faulty.
Pre-order items are not eligible for return, as they are reserved specifically for you.
Exceptions apply only if the item arrives damaged or faulty.

Our return policy applies internationally unless local laws require otherwise.
Please try your items carefully. Any products that do not meet our return policy will not be accepted.

3. How to Return

To request a return, email us at customercare@luxaporter.com with your full name, order number, and reason for return.
You are responsible for the return shipping costs.

Return Address:
IQ-QUEST SP. Z O.O
Aleja Komisji Edukacji Narodowej 36/112B
02-797 Warszawa, Poland
Phone: +48 660 474 674

The return address will also be confirmed by email once your request is approved.
We monitor return activity and reserve the right to refuse future orders or close your account if we detect policy abuse.

4. Refunds

Once your return is received and approved, we’ll process the refund to your original payment method.

Refunds are issued minus delivery costs and a 6% fee to cover payment system charges.

Processing may take up to 10 calendar days after we receive the return.
Depending on your payment provider, the refund may take up to 14 days to appear in your account.

5. Faulty or Damaged Items

If you receive an item that is damaged, flawed, or not as described:

Contact our Customer Service at customercare@luxaporter.com as soon as possible.

We will arrange a return and issue a full refund, including all original costs.

6. Pre-order Items

Pre-order pieces are specially reserved and/or produced per your request.
For this reason, they are non-returnable, unless they arrive in a faulty or damaged condition.