Returns and Refunds
At LuxFloralis, every candle, candle bouquet and decorative arrangement is carefully handmade in Switzerland.
We take great care in the quality of our creations and customer satisfaction.
Please read our returns and refunds policy before placing an order.
1. Right of Withdrawal and Returns
Under Swiss law, there is no general statutory right of withdrawal for online purchases.
Due to the handmade nature of our products, LuxFloralis does not accept returns or exchanges due to a change of mind when the delivered items match the order.
This includes changes of preference regarding the model, colour or fragrance of a product that was accurately described and delivered.
Customers’ statutory rights concerning defective or non-conforming products remain unaffected.
2. Personalised Products and Special Orders
Personalised creations, custom-made candle bouquets and orders for weddings, events or special occasions cannot be returned or exchanged due to a change of mind.
Statutory rights relating to defective or non-conforming products remain applicable.
3. Items Damaged During Delivery
We carefully prepare and package every order to protect our creations during transport.
If your order arrives damaged, we ask you to contact us within 48 hours of receiving your parcel.
Please provide:
Your order number
A description of the problem
Photographs of the damaged product
Photographs of the packaging, if possible
This 48-hour notification period helps us handle shipping damage claims efficiently. It does not remove or limit customers’ statutory warranty rights.
We will carefully review each case and propose an appropriate solution in accordance with applicable law.
4. Defective or Incorrect Products
If you receive a defective product or an item that does not match your order, please contact us as soon as possible.
Depending on the circumstances and applicable legal rights, an appropriate solution will be offered, which may include a replacement, price reduction or refund.
Customers’ statutory warranty rights remain unaffected.
5. Handmade Product Characteristics
Each LuxFloralis creation is handmade. Slight variations in colour, shape or finish may therefore occur.
These differences are part of the handmade nature of our products and do not, by themselves, constitute defects, provided that the product matches its description and agreed characteristics.
6. Return Shipping Costs
Returns due to a change of mind are not accepted.
If LuxFloralis exceptionally agrees to accept the return of a product that matches the order, the customer is responsible for all return shipping costs.
All exceptional returns must be approved by LuxFloralis in advance.
For defective, damaged or non-conforming products, the costs necessary to resolve the issue will be covered in accordance with applicable law.
7. Refund Procedure
When a refund is approved, LuxFloralis will inform the customer of the applicable refund arrangements.
Products must not be returned without prior approval from LuxFloralis, without prejudice to the customer’s statutory rights.
8. Contact
For questions regarding returns, refunds or problems with your order, please contact us through our Contact Us page.
Please include your order number to help us process your request.
We are committed to reviewing every request carefully and professionally.