Refund policy

Refund policy

At LINOXERA, we are committed to ensuring your satisfaction with every purchase. If for any reason you are not satisfied with a product, our refund policy allows you to request a return or refund under certain conditions.

1. Refund eligibility

Refunds are possible in the following cases:

  • The product received is defective or damaged.
  • The product received does not match the description or the order placed.
  • The customer exercises their right of withdrawal (applicable only to residents of the European Union, under Directive 2011/83/EU).


2.General conditions for a refund

2.1 Product condition

To be eligible for a refund, the product must:

  • Be returned in its original condition, unused, and undamaged.
  • Be in its original packaging with all included accessories.

2.2 Timeframes

  • European Union: You have 14 calendar days after receiving your order to exercise your right of withdrawal, without needing to provide justification.
  • United States: You can return a product within 30 days of receipt if it is defective or non-compliant.


3. Refund request process

Step 1: Contact Us

Send a request to support@linoxera.com including:

  • Your order number.
  • The reason for your request.
  • Photos or videos of the product (in case of damage or defects).

Step 2: Return Instructions

Once your request is approved, we will send you instructions for returning the product. Ensure you follow these instructions to avoid delays in processing.

Step 3: Shipping the Product

  • Return the product to the address provided in the instructions.
  • Keep the tracking number of the package as proof of shipment.


4. Return costs

4.1 European Union Residents

  • If the return is due to a defect or error on our part, return costs are covered by LINOXERA.
  • If the return is related to exercising the right of withdrawal, return costs are the responsibility of the customer.

4.2 United States Residents

  • If the product is defective or non-compliant, return costs will be reimbursed.
  • If the product is returned for any other reason, return costs are the responsibility of the customer.


5. Refund procedure

Once we have received and inspected the returned item, you will be notified of the status of your request. If approved:

  • The refund will be processed via the original payment method used for the order.
  • Refund timelines vary depending on the bank, but generally do not exceed 7 to 14 business days.


6. Non-refundable products

Refunds are not possible in the following cases:

  • Customised or made-to-order products.
  • Products damaged due to misuse.
  • Sale items (unless defective or non-compliant).
  • Products returned outside the specified timeframes.


7. Frequently Asked Questions

Can I exchange a product instead of getting a refund?
Yes, in some cases, we can offer an exchange instead of a refund. Please contact our customer service team to discuss available options.

What if I haven’t received my refund?
If you have not received your refund after 14 business days, first check with your bank or card issuer. Then, contact us at support@linoxera.com for assistance.


8. Contact

For any questions regarding our refund policy, feel free to contact us at:

Address: 20 Wenlock Road, London, England
Email: support@linoxera.com