Return and Refund Policy

Return and Refund Policy

Volux® guarantees the right of withdrawal from the purchase contract. To exercise this right, a notice must be sent within 30 days from the date of receipt of the ordered goods. A team of professionals will review the request and respond within 5 days of receiving all required information in the application. If the request is approved, Volux® will send a replacement product at its own expense or issue a refund. The refund will cover only the cost of the product, from which shipping and handling fees incurred by Volux® will be deducted.

Eligibility

The right of withdrawal is reserved exclusively for private individuals, excluding purchases made by retailers or entities purchasing for resale to third parties.

Implications

The consumer has the right to withdraw from the contract within 30 days from receipt of the goods, in accordance with Volux® policies.

How to Request a Return

Before contacting Volux® Customer Service, it is recommended to have the order number available. Send an email to Support@voluxofficial.com containing a statement of your intention to exercise the right of withdrawal, including all necessary information (order number and products to be returned).

- The purchased item must be intact and unused (exception: damaged product).

- As required by law, shipping costs and any export duties will be borne by the customer.
- The goods will be inspected to assess any damage or tampering by our internal team who, after a careful evaluation and based on the condition of the product, reserve the exclusive right to determine whether or not a refund will be issued. The substantial integrity of the returned item is a prerequisite for the exercise of the right of withdrawal. It is therefore recommended to take the utmost care in packaging, such as using the original packaging.

Notice

It is advisable to use a courier or another suitable method that allows tracking of the shipment. Please note that Volux® will not proceed with the refund of the returned goods if delivery is not received.

The right of withdrawal does not apply to distance sales of goods made to order or personalized or to digital products.

How Refunds are Processed

- For payments made by credit card, the refund will be credited directly to the account.
- For payments made by bank transfer, the refund will be credited to the bank account used by the customer.

Special Cases

Damaged Goods: Volux® guarantees the right to receive a replacement product if the customer reports, within 2 days from the date of delivery, that the product received is damaged, providing adequate evidence. After this period, Volux® will no longer offer the possibility of receiving a free replacement for a damaged item.

Failed Delivery or Package Refusal: If the customer fails two delivery attempts or refuses delivery, Volux® may:
- Resend the product, with shipping costs borne by the customer;
- Accept the return request, deducting shipping and handling fees from the refund.

Packages Reported as Not Received: If the customer requests a return or replacement claiming that the package was not received, but our system shows that the delivery took place, supported by proof of delivery provided by the courier, Volux® disclaims any liability.


Policy for EUROPE & UK:

 

Return and Refund Policy

Volux® guarantees the right to withdraw from the purchase contract if the purchased goods are damaged or at the customer's discretion, without specifying the reason. To exercise this right, it is necessary to send a communication within 30 days from the date of receipt of the ordered goods (as per Legislative Decree no. 21 of 02/21/2014). A team of professionals will review the request and provide a response within 5 days of receiving all the requested information in the application. If the request is approved, Volux® will either send a new product at its own expense or proceed with a refund. The refund will cover the product itself. No other refunds will be offered under any circumstances.

How to Apply

Before contacting Volux® Customer Service, it is advisable to have your order number ready. Send an email to: Support@voluxofficial.com containing a statement of intent to exercise the right of withdrawal, indicating all required data (order number and the products you intend to return). The right of withdrawal is subject to the following conditions:

  • The purchased item must be substantially intact and unused.
  • As required by law, shipping costs and any export taxes to Italy will be borne by the customer.
  • Upon arrival at the warehouse, the goods will be examined to assess any damage or tampering (the substantial integrity of the returned item is an essential condition for exercising the right of withdrawal). Therefore, it is recommended to take great care in preparing the package, for example, by using the original packaging.

 

*The policies for Europe and UK also include the terms outlined in the general policies. The "for Europe and UK" section only addresses the legislative discrepancies between the USA and the EU policies.