Complaints procedure

Complaint Procedure

We take complaints seriously

At Luyx Candles, we strive for 100% customer satisfaction. If you are not satisfied with a product or our service, we would like to hear from you. We do everything we can to resolve your complaint quickly and satisfactorily.

How do you submit a complaint?

You can contact us in the following ways:

• Email: info@luyxcandles.com
• Via our contact page: Contact form

Please include the following with your complaint:

• Your order number
• A clear description of the complaint
• Any photos (for damaged products)
• Your contact details

Handling of your complaint

This is how we handle your complaint:

1. Receipt confirmation: You will receive a confirmation within 24 hours that we have received your complaint
2. Assessment: We carefully assess your complaint and will contact you if additional information is needed
3. Solution: Within 7 working days, you will receive a response with a suitable solution
4. Completion: We ensure that the agreed solution is carried out

Possible solutions

Depending on the nature of the complaint, we can offer the following solutions:

• Replacement of the product
• Refund
• Partial refund or discount
• Other appropriate compensation

Not satisfied with the handling?

If we cannot come to a resolution together, you can submit your complaint to:

Disputes Committee
You can contact the Webshops Disputes Committee via www.degeschillencommissie.nl

Contact

If you have questions about our complaint procedure, please feel free to contact us via our contact page.