Delivery and returns policy

Delivery Policy

At Europelux, we pride ourselves on ensuring every order is packed with care and sent out to you as quickly as possible.

PT Delivery (CTT* Registered Mail Tracked)

  • Free on orders over 99€, 6€ on orders under 99€
  • You will receive a tracking number when your order is dispatched

EU Delivery (CTT* Registered Mail Tracked)

  • Free on orders over 99€, 8€ on orders under 99€
  • You will receive a tracking number when your order is dispatched
  • NOTE: For EU deliveries all duty tax, VAT and any additional costs are calculated at the basket and there will be no charges to the customer upon receipt of goods

International Delivery (CTT* Registered Mail Tracked)

  • Free on orders over 99€, 11€ on orders under 99€
  • You will receive a tracking number when your order is dispatched
  • NOTE: For Rest of World deliveries all duty tax, VAT and any additional costs are calculated at the basket but you may pay some local tax when it arrives.


* CTT – Portuguese Post Service

Returns

If you are not completely satisfied with your purchase, no problem. Our return policy allows you to send your item(s) back and receive a full refund if you contact us (by email) within 14 days of receiving the item(s) and then return it to us within 14 days after that date. Almost all refunds are processed on the day they are received.

At Europelux, we make every effort to describe and display our products as realistically as possible. We also understand that sometimes the items you receive are not what you expected.

For more details on your right to return items, please see our Terms and Conditions.

Return of unwanted items

Once your return is processed, you will be refunded the original payment method used to place your order.

To return any unwanted item and receive a full refund, the following conditions apply:

  • The item(s) must be unused and in the same condition in which they were received
  • Items must be returned in their original packaging, with all instructions, warranty and extras that have been included.
  • If a visual defect is found with the item(s) upon arrival, you must notify us within 48 hours

How to Return Items

To ensure that we can process your return quickly and efficiently, please follow the instructions below:

  • Along with the original shipping note, include a cover note inside the package detailing the reason for the return. If you've lost your shipping note, add your order number to the cover note.
  • Take your package to the local post office (we also suggest that you ask for proof of delivery)
  • If you have any further questions about how to return your items, please don't hesitate to contact our customer service team.

Refunds

When we receive the item, our returns department will confirm that everything is present and in its original condition to ensure eligibility for a refund.

Our team strives to process refunds as quickly as possible and most refunds are processed the same day they are received. Once processed, your refund will be issued to the payment method you used to place your order. We will notify you by email when the refund is issued. Please note that it can take up to 14 days for the money to reach your account.

Defective items

If you experience a manufacturing defect in your item(s) within the first 30 days of ownership, you will be entitled to receive a replacement, provided you inform us within 30 days.

If you have a manufacturing defect in your item(s) and you return it after 30 days of possession, we will request that your item be sent in for repair. Please note that due to the Covid-19 pandemic, our approved service centers are experiencing an 8-10 week delay.

Defective items must be returned using the same process described above. If returned we offer a full refund including postage. For more details on your rights regarding defective products, please see our Terms and Conditions.

Please be advised that your item(s) may have a limited warranty with the manufacturer and, as a result, some failures are not covered under the warranty and will be billed.

If you want to know if your failure is covered under warranty, our customer service team will be happy to help. You can email us at helpdesk@europelux.com


Return Address
Virus, Ltd.
R. de Trás-os-Montes, 6 A
2835-464 Santo António da Charneca
Portugal