Last updated: 25 May 2026

This Refund and Returns Policy explains the conditions under which customers may return, exchange or request a refund for products purchased from www.luxelle.ge.

This Policy applies to products purchased online from the LuxElle Website.

The Website is operated by LuxMed LLC, the founder and operator of the LuxElle brand.

1. Information About the Trader

Trader: LuxMed LLC
Company Identification Number: 400130050
Legal Address: N9 Bidzina Kvernadze II Turn, Tbilisi, Georgia
Operational Address: N9 Bidzina Kvernadze II Turn, Tbilisi, Georgia
Website: www.luxelle.ge
Email: info@luxelle.ge

For return requests, customers may contact us at:

Return Email: compliance@luxelle.ge

2. Right to Withdraw from a Distance Contract

The customer has the right to withdraw from a distance contract or off-premises contract without giving any reason within 14 calendar days.

The 14-day period is calculated as follows:

  • for service contracts — from the date the contract is concluded;
  • for product purchase contracts — from the date when the customer, or a third party designated by the customer, other than the carrier, receives the product;
  • where several products are ordered and delivered separately — from the date when the customer, or a third party designated by the customer, receives the last product;
  • where products are delivered regularly over a defined period — from the date when the customer, or a third party designated by the customer, receives the first product.

3. How to Request a Return

To exercise the right of return, the customer must complete the return form available on www.luxelle.ge and send it to:

compliance@luxelle.ge

The return request should include:

  • customer name and surname;
  • order number;
  • product name;
  • contact details;
  • reason for return, where applicable;
  • photos of the product and packaging, where relevant.

4. Returning the Product

After sending the notice of withdrawal, the customer must return the product to LuxElle, or to a third party designated by LuxElle, immediately, but no later than 7 calendar days from the date of sending the withdrawal notice.

The customer must return the product fully, together with all accompanying documents, packaging, accessories and materials received with the product.

The customer is responsible for the direct cost of returning the product, unless the product is faulty, incorrect, damaged during transportation or does not match the description provided on the Website.

5. Condition of Returned Products

Returned products must be in their original condition and must include all accompanying documents and packaging.

Due to the nature of cosmetic, skincare, hair care and personal care products, products may not be eligible for return if:

  • they have been opened;
  • they have been used;
  • their seal has been broken;
  • they are damaged after delivery due to the customer’s handling;
  • they are not in their original condition;
  • returning the product is not possible for health protection or hygiene reasons.

This does not affect the customer’s legal rights where the product is faulty, incorrect or damaged.

6. Exchanges

The customer may request an exchange within 5 calendar days from receiving the order, provided that the product is in resalable condition.

An exchange may be possible for the same or higher-value product, depending on product availability.

To be eligible for exchange, the product must be:

  • unused;
  • unopened, where applicable;
  • undamaged;
  • in its original packaging;
  • with all labels, seals and accompanying documents intact;
  • accompanied by proof of purchase or invoice.

If the replacement product has a higher value, the customer must pay the price difference.

Products that have been opened, used, damaged, unsealed or are not in their original condition may not be eligible for exchange, unless the product is faulty, incorrect or damaged.

7. Faulty, Incorrect or Damaged Products

If the product does not match the information provided on the Website, has an original defect or is damaged during transportation, LuxElle will arrange the return using its own resources where applicable.

If you receive a faulty, damaged or incorrect product, please contact us as soon as possible and provide:

  • order number;
  • product name;
  • description of the issue;
  • clear photos of the product and packaging, where relevant.

Contact email: info@luxelle.ge

8. Legal Warranty for Faulty Products

If a product is faulty, defective or does not comply with the agreed terms, the customer may have the right to request:

  • repair of the defect;
  • replacement of the product;
  • reduction of the price;
  • withdrawal from the contract, where permitted by law.

Repair or replacement are the customer’s primary remedies, except where repair or replacement is impossible, disproportionate or would require unreasonable cost considering the nature of the product.

Where applicable, replacement should be carried out within a reasonable period and no later than 10 calendar days from the discovery of the defect.

Standard repair should be carried out within a reasonable period and no later than 30 calendar days from the discovery of the defect.

Repair or replacement of a faulty product shall be free of charge for the customer, including necessary postage, labour and material costs.

The customer may request a price reduction or withdraw from the contract if:

  • repair or replacement is impossible;
  • LuxElle fails to repair or replace the product within a reasonable period;
  • repair or replacement would cause significant inconvenience to the customer;
  • the customer has lost interest in performance of the contract due to delay or defect.

The customer may not withdraw from the contract if the defect is minor.

The customer may exercise these rights if the defect is discovered within 2 years from receiving the product.

If the defect is discovered within 6 months from receiving the product, it is presumed that the defect existed at the time of delivery, unless this is incompatible with the nature of the product or the nature of the defect. In such case, the burden of proof lies with the trader.

If the defect is discovered after 6 months, the customer must prove that the defect existed at the time of delivery.

9. Refunds

Where the customer validly withdraws from the contract, LuxElle will refund the amount paid by the customer within 14 calendar days from receiving the return notice.

However, LuxElle may withhold the refund until:

  • the product has been returned; or
  • the customer provides proof that the product has been sent back,

whichever occurs earlier.

Refunds will be made using the same payment method used by the customer, unless the customer expressly agrees to a different refund method.

10. Products That Cannot Be Returned Without Reason

The customer may not have the right to withdraw from the contract without giving a reason where:

  • the price of the product or service depends on financial market fluctuations that are beyond the trader’s control;
  • the product is perishable or has a short expiry date;
  • the customer received sealed goods, the seal was broken after delivery, and the product cannot be returned for health protection or hygiene reasons;
  • the product, by its nature, became inseparably mixed with other goods after delivery;
  • the price of the product or service does not exceed GEL 30, where such exception is permitted by applicable law.

11. Effects of Withdrawal

Withdrawal from a distance contract automatically terminates any related contract and restores the parties to their original position.

As a result of withdrawal, the obligations of both parties under the distance contract are cancelled, and anything received under the contract must be returned.

12. Delivery Costs and Return Costs

The customer is responsible for the direct cost of returning the product, unless the product is faulty, incorrect, damaged during transportation or does not match the product description provided on the Website.

If the return is caused by a product defect, incorrect product, original fault or transport damage, LuxElle will arrange the return at its own expense where applicable.

13. Order Cancellation Due to Failed Delivery

If delivery of the product to the customer is not possible, the order may be cancelled and the customer will receive a refund of the amount paid.

The customer is responsible for providing accurate delivery information. LuxElle is not responsible for failed delivery caused by incorrect or incomplete address details provided by the customer.

14. Force Majeure

Neither party shall be liable for full or partial failure to perform its obligations where such failure is caused by circumstances beyond its reasonable control.

Such circumstances may include, but are not limited to:

  • natural or technological disasters;
  • fire;
  • war or military action;
  • government decisions or restrictions;
  • civil unrest;
  • pandemic-related restrictions;
  • courier or logistics disruption;
  • system, internet or hosting failures;
  • other events beyond the reasonable control of the affected party.

If such circumstances affect the performance period of obligations under this Policy, the relevant period shall be extended for the duration of the force majeure event.

The party affected by force majeure must notify the other party about the occurrence, expected duration and termination of such circumstances within a reasonable time.

15. Contact Us

If you have any questions about returns, exchanges or refunds, please contact us:

LuxMed LLC
Founder and operator of the LuxElle brand
Company Identification Number: 400130050
Website: www.luxelle.ge
Email: info@luxelle.ge
Return requests: compliance@luxelle.ge