Refund policy
LUXARA - REFUND & RETURN POLICY
Last updated: October 2026
Your Rights Under EU Law
As a consumer purchasing within the European Union, you are entitled to a 14-day withdrawal period under the Consumer Rights Directive (2011/83/EU). This right begins from the day you receive your order. During this period, you may return the product for any reason or no reason at all.
To exercise this right, you must notify us in writing (email is sufficient) within 14 calendar days of receiving your order. You then have a further 14 days to ship the product back to us. We will issue a full refund within 14 days of receiving the returned item, using the same payment method you used at checkout.
The product must be returned in its original packaging, with all accessories and attachments included. If the product has been used beyond what is reasonably necessary to inspect its nature, characteristics, and functioning, we reserve the right to deduct a proportionate amount from the refund to account for any diminished value.
This statutory right applies to all EU customers regardless of any other policy stated below.
Luxara 60-Day Results Guarantee
We know you've spent money on things that didn't work before. We don't want Luxara to be another one of those things sitting in a drawer. That's why we offer a 60-Day Results Guarantee on top of your statutory rights.
How it works:
If you purchase a Luxara device, use it consistently for a minimum of 60 days, and feel that you have not seen any improvement, you may request a full refund of the product purchase price.
To qualify for the 60-Day Results Guarantee, the following conditions must be met:
Your refund request must be submitted between Day 60 and Day 67 from the date you received the product. Requests made before Day 60 or after Day 67 will not qualify under this guarantee, though your statutory EU rights remain unaffected within their respective timeframe.
You must provide reasonable evidence of consistent use over the 60-day period. This can include a brief usage log (dates and areas treated), progress photos taken at the start and end of the trial period, or any other simple documentation that shows you gave the product a fair and genuine trial. We are not asking for clinical evidence - we are simply confirming that the product was actually used as intended before a refund is requested.
The device must be returned in its original packaging along with all included accessories, both cupping attachments, the charging cable, and the conductive gel (used or unused). If any components are missing, we reserve the right to deduct the replacement cost from the refund.
The device must be in a clean, functional, and undamaged condition. Normal signs of use from the 60-day trial period are expected and accepted. Damage caused by misuse, dropping, water immersion beyond the device's waterproof rating, or modification will void the guarantee.
Refunds under this guarantee apply to the product purchase price only. Original shipping costs (if any were charged) are non-refundable. Return shipping costs are the responsibility of the customer.
What this guarantee does NOT cover:
Requests made without evidence of consistent use. Purchasing the device, using it once or twice, and requesting a refund does not meet the spirit of this guarantee. We designed the 60-day window specifically because results require consistent use - and we want to ensure that every customer who requests a refund genuinely gave the product a fair chance.
Requests made outside the Day 60-67 window under this specific guarantee. Your statutory 14-day EU withdrawal right remains a separate entitlement.
Products purchased from unauthorized resellers, third-party marketplace sellers, or any source other than our official website or authorized retail partners in Malta and Gozo.
Products that have been gifted or transferred to a second user. This guarantee applies to the original purchaser only.
Damaged or Defective Products
If your Luxara device arrives damaged, defective, or not functioning correctly, contact us within 48 hours of delivery with a photo of the issue. We will arrange a free replacement or a full refund at your choice, including any shipping costs. You do not need to wait 60 days for defective products.
Under EU consumer protection law, all products come with a minimum 2-year legal guarantee of conformity. If a defect becomes apparent within 24 months of delivery, you are entitled to a free repair, replacement, or refund depending on the circumstances. Defects that appear within the first 12 months are presumed to have existed at the time of delivery unless we can demonstrate otherwise.
Cash on Delivery (COD) Orders
If you placed a Cash on Delivery order, refunds under the 14-day EU withdrawal right or the 60-Day Results Guarantee will be processed via bank transfer to an account you provide. Please allow 5-7 business days for the transfer to complete after we receive and inspect the returned product.
Refused COD deliveries (orders that are rejected at the door without being opened or inspected) will be treated as cancelled orders. No charges will apply but repeated refusals may result in COD being unavailable for future orders.
How to Request a Refund
For any refund request - whether under your 14-day EU right, the 60-Day Results Guarantee, or a defective product claim - please contact us at:
Email: support@luxaramalta.com
Please include your order number, the reason for your request, and any supporting documentation if applicable. We aim to respond to all refund requests within 2 business days.
Summary at a Glance
First 14 days - You may return the product for any reason under EU consumer law. No questions asked. Product must be in original condition with all components.
Day 60 to Day 67 - If you used the device consistently for 60 days and didn't see results, contact us with your usage evidence for a full product refund under our Results Guarantee.
Damaged or defective - Contact us within 48 hours of delivery. Free replacement or full refund immediately.
2-year legal guarantee - Covers manufacturing defects for 24 months from delivery under EU law.
Luxara is committed to fair, transparent, and consumer-friendly return practices. We believe in our product - and we want you to believe in it too, risk-free.