Return Policy

Last updated: 20 October 2026

1. Statutory Right of Withdrawal

If you are a consumer in Spain or another country where the EU right of withdrawal applies, you may withdraw from an online purchase without giving a reason within 14 calendar days from the day on which you, or a third party designated by you other than the carrier, receives the goods.

To exercise this right, send a clear statement of your decision before the period expires to [email protected]. Include your name, order number, contact details, the item concerned, and the date it was received. You may use any clear statement; no specific form is required.

2. Additional 30-Day Return Option

In addition to the statutory 14-day right, Lumivoxl offers a voluntary return period of up to 30 calendar days after delivery. Returns requested after the statutory period and within this additional period must be unworn, unwashed, unaltered, and returned with original tags and packaging. This voluntary policy does not reduce any mandatory consumer right.

3. Returning the Goods

After notifying us of a statutory withdrawal, you must send the goods back without undue delay and no later than 14 days after notifying us. Contact us first for the authorised return address and instructions.

Do not send returns to the company’s business address unless our customer service team specifically authorises that address.

For a change-of-mind withdrawal or voluntary return, the customer bears the direct return cost when informed of this in advance. We bear reasonable return costs where goods are defective, damaged in transit, incorrect, or otherwise not in conformity with the contract.

4. Condition of Returned Goods

During the statutory withdrawal period, you may inspect garments as you would reasonably do in a physical shop. You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Items should be returned securely packaged. Under the additional voluntary return option, garments must remain unworn other than for a reasonable fitting, unwashed, unstained, unaltered, and with original tags attached.

5. Refunds

For a valid statutory withdrawal, we will reimburse all payments received for the returned goods, including the cost of the least expensive standard delivery option offered for the original order, without undue delay and no later than 14 calendar days after we are informed of the withdrawal.

We may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever occurs first. Refunds will be made using the original payment method unless expressly agreed otherwise, and no fee will be charged for the reimbursement.

Additional costs resulting from choosing a delivery method more expensive than our least expensive standard option are not refundable unless required by law.

6. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in circumstances excluded by law, including goods made to the consumer’s specifications or clearly personalised, sealed goods not suitable for return for health or hygiene reasons once unsealed, and other legally exempt products. An exception will be applied only where the legal requirements are met.

7. Damaged, Incorrect, or Defective Goods

If an item arrives damaged, is incorrect, or does not conform to the contract, contact us with your order number and photographs where relevant. We will provide a remedy required by law, which may include repair, replacement, a price reduction, or termination and refund, depending on the circumstances.

8. Legal Guarantee of Conformity

For new goods sold to consumers in Spain, the seller is responsible for a lack of conformity that becomes apparent within three years from delivery, in accordance with Spanish consumer law. Statutory remedies are provided without charge and within a reasonable time. This legal guarantee is separate from the right of withdrawal and is not limited by our voluntary return policy.

9. Orders Marked Delivered but Not Received

If tracking shows delivery but you have not received the parcel, check with household members, neighbours, reception areas, and other safe delivery locations, then contact us promptly. Where we arranged carriage, we remain responsible until the goods are delivered as required by applicable law.

10. Contact and Company Information

TOP HORIZONT COMPET SL

Email: [email protected]