Returns & Refunds
We want returns and refunds to be clear and straightforward. Please read the conditions below before returning a product or requesting a refund.
ONLINE PURCHASES
For eligible products purchased online, consumers generally have 14 calendar days after delivery to notify Pamir-Lux that they wish to withdraw from the purchase.
After notifying Pamir-Lux, the eligible product must be returned without undue delay and no later than 14 days after the withdrawal notice.
Please contact us before sending or returning a product so that we can provide the appropriate instructions.
PRODUCTS THAT CANNOT NORMALLY BE RETURNED
The right of withdrawal does not apply to certain products.
Exceptions may include rapidly perishable goods and sealed products that cannot be returned for health or hygiene reasons once opened.
Products must also be handled only as reasonably necessary to inspect them. If a product has been used or handled beyond what is necessary, a reduction in the refund may apply where permitted by law.
IN-STORE PURCHASES
For a simple change of mind, Pamir-Lux may accept the return of an unused, unopened non-food product when the customer provides the original receipt.
The product must be returned in its original condition and packaging.
This voluntary store return policy does not limit any statutory rights relating to defective or non-conforming products.
INCORRECT, DAMAGED, MISSING OR DEFECTIVE PRODUCTS
Please contact Pamir-Lux as soon as possible if a product is incorrect, damaged, missing or defective.
Please provide:
- Your order number or proof of purchase
- A description of the problem
- Clear photographs where relevant
We will review the request and determine the appropriate solution based on the circumstances and applicable consumer rights.
Depending on the situation, the solution may include replacement, exchange, partial refund or full refund.
HOW TO REQUEST A RETURN
Please contact Pamir-Lux before returning a product.
You can contact us through:
Email: info@pamir-lux.com
WhatsApp: +352 661 162 848
Contact form:
Use the Contact page on our website.
WhatsApp and email are normally the easiest options for return and refund requests.
Please include your order number or proof of purchase and the reason for your request.
HOW TO RETURN A PRODUCT
After contacting Pamir-Lux and receiving return instructions, eligible products may normally be returned directly to our store in Ettelbruck or sent back by post or an appropriate delivery service.
Return address: Pamir-Lux, 33 Rue Prince Henri, L-9047 Ettelbruck, Luxembourg
For postal or international returns, we recommend using a trackable shipping method and keeping proof of shipment until the return has been completed.
RETURN SHIPPING COSTS
For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the product.
If a product is incorrect, defective or non-conforming, the return and remedy will be handled according to applicable consumer-protection rules.
International return shipping costs are also normally paid by the customer for a change-of-mind return.
EXCHANGES
Where appropriate and where a suitable replacement is available, Pamir-Lux may offer an exchange.
Depending on the product, stock availability, reason for return and applicable consumer rights, Pamir-Lux may instead offer a replacement, refund or another appropriate solution.
Please contact us before returning the product so that the available options can be confirmed.
REFUNDS
Once a return or refund request has been reviewed, Pamir-Lux will process the appropriate refund using the original payment method, or another agreed method where applicable and at no additional cost to the customer.
For an eligible online withdrawal, the refund includes the amount paid for the returned products and the standard delivery cost. Additional delivery costs resulting from the customer's choice of a more expensive delivery method are not normally refundable.
For cash or in-store purchases, proof of purchase is required before a voluntary change-of-mind refund can be processed.
Pamir-Lux aims to review return and refund requests as quickly as possible, normally within 1 to 2 business days.
After Pamir-Lux has issued the refund, the bank or payment provider may require approximately 3 to 5 additional business days for the amount to appear in the customer’s account.
Where a statutory right of withdrawal applies, Pamir-Lux will process the refund without undue delay and within the applicable legal deadline. For returned goods, reimbursement may be withheld until the goods have been received or the customer provides proof that they have been sent back.
PROOF OF PURCHASE
For voluntary returns of products purchased in the physical store, the original receipt is required.
For online orders, please provide your order number or other available proof of purchase.
For defective or non-conforming products, Pamir-Lux may request appropriate proof of purchase and information needed to review the claim.
INTERNATIONAL RETURNS
Please contact Pamir-Lux before sending an international return.
The return procedure depends on the product, destination, reason for return and available shipping services.
For change-of-mind returns, the customer is normally responsible for return shipping costs.
We recommend using a trackable shipping method and keeping proof of shipment.
WITHDRAWAL REQUEST
Where the statutory right of withdrawal applies, you can notify Pamir-Lux of your decision to withdraw within the applicable legal period.
You may use the withdrawal request below or send a clear written statement to: info@pamir-lux.com
Please include your full name, order number, the product or products concerned, the delivery date and a clear statement that you wish to withdraw from the purchase.