Our terms and conditions
The present terms and conditions of sale apply to all orders placed on the luxul.lu website.
luxul reserves the right to modify these terms and conditions at any time. In the event of modification, the general sales conditions in force on the day of the order will apply to each order.
Product offers and prices are valid as long as they are visible on the site, while stocks last.
For products not stocked in our warehouses, offers are subject to supplier availability. In this context, information on product availability is provided on the product sheet “in stock with our supplier” and when the order is placed.
If one of the products in your order is out of stock:
We are waiting for the rest of your order to be shipped to you all at once.
Orders placed are valid for 6 open days for products available in 8-12 weeks.
Orders placed are valid for 2 open days for products available immediately.
If payment is not made on time, the order will be cancelled.
For any order to be validated, payment of 80% of the price incl. VAT must be made.
The order validation date corresponds to :
– The order date for online credit card payments
– Date of credit acceptance for credit payments
– the date of receipt of payment in the case of payment by bank transfer
4.1 General information
luxul.lu reserves the right to modify its prices at any time, but undertakes to apply the current rates indicated at the time of your order.
4.2 Special conditions for products on sale
During sales periods, products on sale are identified by a sign bearing the words “SOLDES” next to the price.
4.3 Delivery charges
The delivery charges applicable on the site are valid for all of LUXEMBOURG.
They are variable for the rest of metropolitan LUXEMBOURG and will be proposed to you after placing your order. You can refuse the cost at any time and your order will be refunded within 24 to 48 hours.
Terms of payment
You can pay by :
– By credit card: Payment is made via the secure bank servers of our partners. This implies that no banking information concerning you is transmitted via the luxul.lu website. Payment by credit card is therefore perfectly secure; your order will be recorded and validated as soon as payment is accepted by the bank you have chosen.
Retention of title clause
The products remain the property of luxul until full payment of the order by luxul.lu. However, from receipt of the order by the customer, the risks of the goods delivered are transferred to the customer.
Payment default
luxul reserves the right to refuse to make a delivery or to honour an order from a consumer who has not paid in full or in part for a previous order, or with whom a payment dispute is in progress.
Penalties of an amount equal to the legal interest rate plus two points are automatically applicable to amounts unpaid at the end of the invoice date or upon notification of rejection of bank payment for any other means of payment without the need for prior formal notice and without this clause excluding additional damages. Penalties are due on the 1st day following the payment date shown on the invoice. Delivery of any new order may be suspended in the event of late payment of a previous order, notwithstanding the provisions hereof.
For orders to be settled by financing, non-receipt of the sum due will not result in cancellation of the order, unless otherwise agreed between the parties. Consequently, the purchaser will remain indebted to luxul.lu for the amount of his order. Any cancellation by the customer of an order or contract, other than in accordance with the relevant clauses, shall give rise to damages.
Debt collection costs may be invoiced to the buyer by luxul.lu. In the event of legal action, luxul.lu is entitled to claim reimbursement from the purchaser of any costs incurred in the legal proceedings.
6.1 Terms and conditions
Products are delivered to the address you provided when placing your order.
We remind our customers that their contact details must be entered in the customer file when placing the order. These details must be accurate and include all the information required by the transport service.
It is imperative for the customer to provide his/her telephone number so that it can be given to the transport company in charge of contacting the customer to inform him/her of the delivery.
In the event of errors made by the customer on the form that he fills in when placing his order, such as an incorrect telephone number, an incomplete address or any other information that would not allow the customer’s delivery to be made, the costs will remain at the customer’s expense. The customer will also be responsible for the cost of reshipping the order.
6.2 Delivery times
All delivery times are calculated in working days.
The times indicated are average times and correspond to the time required to process, prepare and dispatch your order (ex-warehouse). They run from the moment the order is validated.
To this must be added the carrier’s delivery time.
Exceeding the shipping time may result in cancellation of the order if it is not shipped from our warehouses. Simply contact our customer service department. If your order is being shipped by one of our carriers, you must contact our customer service department within 24 hours of confirmation of shipment, so that we can block delivery. If you receive the parcel: refuse it and request a refund from our after-sales service. As soon as we have confirmation of the return of your package, we will reimburse you within 14 days.
In the case of an order made up of several products or containing a pre-ordered product, the shipping time for this order is based on the longest shipping time. However, luxul.lu reserves the right to split the order into several deliveries.
The delivery time for each item is specified on the “delivery time” product sheet and may vary depending on the type of product ordered.
The product ordered is delivered by the postal service or by an independent carrier, depending on the nature of the product ordered and at the exclusive initiative of luxul.lu to the address shown on the order form. Delivery times are quoted from our warehouses or those of our suppliers.
The choice of delivery method depends on the weight, volume and value of the items.
Delivery by carrier: by appointment, time announced by the service provider for contact with the customer 96 hours after dispatch of the order.
Delivery is made to the landing door, with your help if necessary. Your parcel is assembled directly at your home.
6.3 Customer responsibility for delivery
As soon as the consumer takes possession of the product, the risk of loss or damage is transferred to him. Consequently, upon delivery, the customer is requested not to sign any delivery note before checking the contents of the packages and the condition of the goods. If, when checking the goods, the customer finds that they do not conform to the order, or that they have been damaged in transit, he must refuse them and note any reservations on the delivery note. The customer must then inform luxul within 48 hours of the refusal of the order.
If the customer has accepted the order, he must inform luxul within a maximum of 72 hours by email and/or telephone and provide the necessary proof of the damage within the same time limit (photographs of the damaged product, the damaged packaging, any reservations made on the delivery note) so that we can luxul can intervene in the event of non-compliance. The customer is also advised to write to the transport company with the same information within the same timeframe.
The customer must keep the parcel(s) until luxul informs him/her whether or not to make the order available to the carrier.
luxul.lu cannot be held responsible for non-performance of the contract due to an event of force majeure, and in particular in the event of a total or partial strike by postal services, carriers, and disasters caused by flood or fire. With regard to products purchased to satisfy professional needs, luxul.lu shall not be held liable for any indirect damage, operating loss, loss of profit, damage or expenses that may arise from the present.
The choice and purchase of a product or service are the sole responsibility of the customer. The total or partial impossibility of using the products, notably due to incompatibility of the equipment, cannot give rise to any compensation, reimbursement or questioning of deluxul.lu’s responsibility, except in the case of a proven hidden defect, non-conformity, defectiveness or exercise of the right of withdrawal envisaged under article 9.3.
8.1 General information
The legal warranty against hidden defects is valid for two years, in accordance with articles 1641 to 1649 of the French Civil Code. It stipulates that luxul guarantees the product against any hidden defects that make it unsuitable for its intended use. The customer will then be able to choose between a price reduction or cancellation of the sale.
If the customer wishes to apply for luxul’s legal guarantee of conformity, he must do so via our after-sales service at the following address:
– Directly on your personalized customer area on the website,
– By phone at
+352621966084
– E-mail address: contact@luxul.lu
– By post (however, for greater security, we advise you to send a letter with acknowledgement of receipt) to the following address:
luxul, 32A Qaui de la Moselle, 5553, Remich, LU
8.2 Legal provisions
Legal warranty of conformity in accordance with article L217-4 of the French Consumer Code
“The seller shall deliver goods in conformity with the contract and shall be liable for any lack of conformity at the time of delivery.
He is also liable for any lack of conformity resulting from the packaging, assembly instructions or installation when the latter was made his responsibility by the contract or was carried out under his responsibility.”
Legal warranty of conformity in accordance with article L217-5 of the French Consumer Code
“The property conforms to the contract:
1° Whether it is fit for the use ordinarily expected of similar goods and, if so :
– if it corresponds to the description given by the seller and has the qualities presented to the buyer in the form of a sample or model;
– it has the qualities that a purchaser may legitimately expect in the light of public statements made by the seller, the producer or his representative, particularly in advertising or labelling;
2° Or if it has the characteristics defined by mutual agreement between the parties or is suitable for any special use sought by the buyer, brought to the seller’s attention and accepted by the latter.”
Legal warranty of conformity in accordance with article L217-6 of the French Consumer Code
“The seller is not bound by the public statements of the producer or his representative if it is established that he did not know them and was not legitimately in a position to know them.
Legal warranty of conformity in accordance with article L217-7 of the French Consumer Code
“Defects of conformity which appear within twenty-four months of delivery of the goods are presumed to have existed at the time of delivery, unless proven otherwise.
For used goods, this period is six months.
The seller may rebut this presumption if it is not compatible with the nature of the good or the lack of conformity claimed.”
Legal warranty of conformity in accordance with article L217-8 of the French Consumer Code
“The buyer is entitled to demand that the goods conform to the contract. He may not, however, contest conformity by invoking a defect of which he was aware or could not have been unaware when he entered into the contract. The same applies when the defect is due to materials supplied by the buyer.
Legal warranty of conformity in accordance with article L217-9 of the French Consumer Code
“In the event of a lack of conformity, the buyer can choose between repair and replacement.
However, the seller may not proceed according to the buyer’s choice if this choice would entail a cost that is manifestly disproportionate to the other method, taking into account the value of the goods or the importance of the defect. He is then obliged to proceed, unless this is impossible, according to the method not chosen by the buyer”.
The return period is one week if the packages are neither opened nor damaged. The refund period is three weeks by bank transfer.
Data Protection Act
In accordance with the French law “Informatique et libertés” n°78-17 of January 6, 1978 modified in 2004, the customer has a right of access and rectification to information concerning him and he can exercise this right by sending a letter to the following address:
luxul.lu
Customer Service
Depending on the selection made by the customer when creating or modifying his account, he may receive offers from luxul.lu. If he no longer wishes to receive such offers, he may, at any time, make a request to luxul.lu via his customer area or by writing to the above address or by clicking on the ‘Unsubscribe’ link available at the bottom of each of luxul.lu’s messages.
luxul.lu informs its customers that this automated processing of information, in particular the management of users’ e-mail addresses, has been declared to the CNIL under number 2165900 v 0.
Bloctel
Bloctel is the list of opposition to telephone canvassing on which any consumer can register free of charge in order to no longer be canvassed by telephone by a professional with whom they have no current contractual relationship, in accordance with Law No. 2014-344 of March 17, 2014 relating to consumption.
The law specifies that it is forbidden for any professional, directly or through a third party acting on his behalf, to telephone a consumer registered on this list, with the exception of the cases enumerated by law. In particular, you can always be called upon in the following cases:
By professionals with whom you have a current contract
For prospecting calls for the supply of newspapers, periodicals or magazines
For reasons other than the sale of goods or services, such as :
Public service calls
Calls from research and polling institutes
Calls from non-profit associations
If you have freely and unequivocally communicated your number in order to be called back
Please contact our customer service department:
– By phone at
+352621966084
Monday to Friday, 9:30 a.m. to 7:00 p.m;
– Via our support form (login required) ;
– By post to the following address (no return of parcels to this address):
luxul
After-sales service
In order to process your request correctly, you must provide us with your order number and full contact details.”
If you have any complaints, please contact our customer service department.
– By phone at
+352621966084
Monday to Friday, 9:30 a.m. to 7:00 p.m;
– Via our support form (login required) ;
– By post to the following address (no return of parcels to this address):
luxul
After-sales service
Our contact details
luxul is a mail order and physical sales website Head office :
mail: info@luxul.lu