Complaints procedure

Complaints Procedure

We take complaints seriously

At Luyx, we strive for 100% customer satisfaction. If you are not satisfied with a product or our service, we would like to hear from you. We do everything we can to resolve your complaint quickly and to your satisfaction.

How to submit a complaint?

You can contact us in the following ways:

  • Email: info@luyxkaarsen.nl
  • Via our contact page: Contact form

Please include the following with your complaint:

  • Your order number
  • A clear description of the complaint
  • Any photos (for damaged products)
  • Your contact details

Handling your complaint

This is how we handle your complaint:

  1. Acknowledgment of receipt: You will receive confirmation within 24 hours that we have received your complaint
  2. Assessment: We carefully assess your complaint and will contact you for additional information if necessary
  3. Resolution: Within 7 working days, you will receive a response with an appropriate solution
  4. Completion: We ensure that the agreed solution is implemented

Possible solutions

Depending on the nature of the complaint, we can offer the following solutions:

  • Replacement of the product
  • Refund
  • Partial refund or discount
  • Other appropriate compensation

Not satisfied with the handling?

If we cannot resolve it together, you can submit your complaint to:

Disputes Committee
You can turn to the Webshops Disputes Committee via www.degeschillencommissie.nl

Contact

Do you have questions about our complaints procedure? Please feel free to contact us via our contact page.