Item return policy

Notice If the customer is a consumer (individual) in the legal sense (Legislative Decree no. 206/2005), they may withdraw from the contract within the period of 14 (fourteen) days from the receipt of the delivered ordered goods or from the receipt of the partial delivery, by sending an email ([email protected]). If the withdrawal is not made by email, it is the customer's responsibility to prove that the withdrawal was made within the prescribed period. The condition for the validity of this withdrawal is that the goods are unused, in resalable condition, in their original packaging, and in an additional sturdy packaging, and that they are returned within 14 days from the notification of the withdrawal. The consumer is liable for any diminished value of the goods resulting from handling that is not necessary to ascertain the nature, characteristics, and functioning of the goods. The costs of returning the goods are borne exclusively by the customer, as expressly provided by Legislative Decree no. 205/2006. If the goods are damaged during the return transport, "Platinlux GmbH" reserves the right to deduct the resulting decrease in value from the refund of the purchase price.

Consequences of Withdrawal:

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs arising from your choice of a different type of delivery than the standard delivery offered by us), without undue delay and no later than 14 days from the day on which we receive the notification of your withdrawal of this contract and the accompanying return of the goods or proof of return. We will make the reimbursement using the same means of payment that you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Unless otherwise contractually agreed, the right of withdrawal is excluded according to Legislative Decree no. 206 of September 6, 2005:

  • if the service has been fully performed with the consumer's consent before the end of the withdrawal period,
  • for goods or services whose price is dependent on fluctuations in the financial market that are beyond the seller's control,
  • for custom-made goods or products that cannot be returned due to their nature or that would perish or deteriorate quickly,
  • for products that are produced exclusively on request for the customer in a specific version,
  • if sealed audio or video recordings or software have been unsealed by the buyer,
  • for newspapers and magazines.

For goods that are impaired by signs of use or whose packaging is damaged, "Platinlux GmbH" reserves the right to charge a reasonable fee for the decrease in value, provided that the customer's prior withdrawal from the contract has been accepted by "Platinlux GmbH". The right of withdrawal applies only to distance selling; products that are directly picked up from "Platinlux GmbH" are excluded.

Return of Goods

For the return of goods, the buyer needs a return number (RNR), which will be provided by "Platinlux GmbH" when exercising the right of withdrawal, and a copy of the purchase receipt or delivery note. The buyer bears the costs and risks of returning the goods. Incorrect deliveries will only be accepted in undamaged, unopened, unmarked, and unlabeled original packaging. The RNR must be clearly noted on the copy of the purchase receipt or delivery note.

Returns within the warranty period will only be accepted if the description of the error has been communicated in advance. "Platinlux GmbH" reserves the right to carry out a product inspection. If goods are returned as defective or faulty during the warranty period without justification, additional costs, including freight costs for the inspection, may be charged.

"Platinlux GmbH" reserves the right to replace, repair, or credit a returned defective product with an identical or equivalent product. Returns made based on a withdrawal must be made and provable no later than one day after the withdrawal has been made.

As required by law, we refer you to the European Online Dispute Resolution platform: