Widerrufsrecht

Last updated: April 28, 2026

At Luxxella (a brand of Tsiloko Group LLC), we want you to be completely satisfied with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

2. Order Cancellations

Orders may be cancelled before dispatch. Once an item has been dispatched, the order cannot be cancelled. Customers must receive the item and, if returning due to remorse or change of mind, follow the return process outlined below. Exceptions apply only in cases of defective or damaged products.

3. Sizing, Fit & Measurement Guidance

Customers are responsible for selecting the correct size before placing an order. Product pages may include size charts, measurements, and sizing tips to help customers choose the best fit.

Please note that all measurements are provided in centimeters and inches where applicable, and a 1 to 2 cm variation may occur due to manual measurement. If you are between sizes, we recommend choosing the larger size for a more comfortable fit.

Returns due to fit, size preference, or selecting the wrong size are considered customer-remorse returns unless Luxxella shipped the wrong size, sent the wrong item, or the item arrived defective or damaged. In customer-remorse cases, the customer is responsible for return shipping costs.

4. How to Start a Return

To start a return, please contact us at returns@luxxella.com.

  • If your return is accepted, we will provide instructions on how and where to send your package.
  • Note: Items sent back to us without first requesting a return will not be accepted.

5. Return Shipping Costs

  • Defective or Damaged Items Caused by Us: If the return is due to our error, such as a defective product, wrong item shipped, incorrect size shipped, or similar issue, Luxxella will provide a prepaid return shipping label.
  • Customer Remorse: If you are returning an item due to a change of heart, size preference, fit issue, customer-selected wrong size, quality preference, or other customer-remorse reason, you are responsible for the cost of return shipping. No restocking fees will be applied.

6. Damages and Transit Issues

Please inspect your order upon reception and contact us promptly if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

  • Store issues handled by Luxxella: wrong item sent, incorrect size sent, product defect, or other error caused by us.
  • Transit-related issues: transit-related losses or delivery issues will be reviewed at our sole discretion and in accordance with applicable law, carrier records, and the facts of the shipment.

7. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Custom Products: special orders or personalized items.
  • Personal Care Goods: beauty, recovery, hygiene, or other personal-use products where return is not appropriate for health and safety reasons.
  • Hazardous Materials: flammable liquids or gases.
  • Sale Items & Gift Cards: unfortunately, we cannot accept returns on sale items or gift cards.

8. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please email returns@luxxella.com with your Order # and the SKU of the item you wish to exchange.

9. European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in its original condition and packaging.

10. Address Accuracy

You are responsible for entering the correct delivery address at checkout. If you notice an error, notify us immediately. Once an order is dispatched, we may be unable to change the address. We are not responsible for orders delivered to an incorrect address entered by the customer.

11. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 21 days. Please note that your bank or credit card company may take additional time to post the refund.

If more than 21 business days have passed since we approved your return, please contact us at returns@luxxella.com.

Tsiloko Group LLC d/b/a Luxxella
1209 MOUNTAIN ROAD PL NE STE N
ALBUQUERQUE New Mexico 87110
United States