Refund policy
Introduction
At Essenzalux, all our products are made to order, based on the specifications provided by each customer (such as dimensions, colour, and finish). In accordance with Article 16 of Directive 2011/83/EU on consumer rights, personalised products are excluded from the right of withdrawal.
This means that we do not accept returns or issue refunds for custom-made orders, except in the following cases:
- The product has manufacturing defects;
- The product received does not match the specifications ordered;
- The product was damaged during transport, provided this is reported within 48 hours of delivery and supported by photographic evidence.
In these situations, we commit to repairing, replacing, or refunding the product, as applicable.
How to request a return or refund
To initiate the process, please contact us by email at support@essenzalux.com, including the following information:
- Order number;
- Description of the issue;
- Photographs of the product (in the case of damage or defects).
Our team will review your request and respond with the next steps within a maximum of 3 business days.
Important notice
We strongly recommend reviewing all specifications carefully before finalising your order. Our team is always available to clarify any questions prior to production.