Refund & Dispute Policy

Our Commitment

At Luxnetica, we are committed to delivering high-quality technology solutions and ensuring complete client satisfaction. We understand that sometimes things may not meet expectations, which is why we have a comprehensive refund and dispute policy in place.

Order Cancellations

Cancellation Rights

In accordance with Spanish consumer protection laws, you have the right to cancel orders within 14 calendar days of placing the order, except for digital content that has been delivered and consumed.

  • Full Cancellation: Within 14 days of order placement
  • Digital Services: Cannot be cancelled once development begins
  • Physical Products: Can be cancelled before shipment
  • Custom Projects: Subject to agreement terms

Cancellation Process

  1. Contact our customer service team immediately
  2. Provide order reference number and reason for cancellation
  3. Receive confirmation of cancellation within 24 hours
  4. Refund processed within 5-7 business days
  5. Return any physical items received (if applicable)

Returns Policy

Return Eligibility

  • Physical Products: 14 days from delivery date
  • Hardware: Must be in original condition and packaging
  • Software: Cannot be returned once licenses are activated
  • Custom Items: Not eligible for return unless defective
  • Damaged Items: Report within 48 hours of delivery

Return Process

  1. Contact customer service within the return period
  2. Receive return authorization and shipping label
  3. Pack items securely in original packaging
  4. Ship using provided return label
  5. Refund processed upon receipt and inspection

Refund Eligibility

Full Refunds

  • Orders cancelled within 14 days (Spanish consumer law)
  • Services not delivered within the contractually specified timeframe
  • Major functionality issues that cannot be resolved
  • Defective products returned within warranty period
  • Projects that fail to meet the agreed-upon specifications
  • Unauthorized charges or billing errors

Partial Refunds

  • Partially completed projects with salvageable components
  • Services that partially meet the specified requirements
  • Projects where some deliverables are satisfactory while others are not
  • Amount determined based on completed and acceptable work
  • Restocking fees may apply to returned physical items

Dispute Resolution Process

We handle all disputes through a structured resolution process:

  1. Initial Contact: Contact our customer service team with your concerns via email or phone.
  2. Review Period: We will review your case within 2 business days.
  3. Resolution Proposal: Within 5 business days, we'll provide a detailed resolution proposal.
  4. Implementation: Upon agreement, we'll implement the resolution within 7 business days.

Non-Refundable Items

  • Completed and delivered projects that meet agreed specifications
  • Services already rendered and accepted by the client
  • Custom development work that has been approved and implemented
  • Third-party licenses or services purchased on behalf of the client

How to Request a Refund

To initiate a refund request:

  1. Email our support team at [email protected]
  2. Include your project reference number
  3. Provide detailed reasons for the refund request
  4. Attach any relevant documentation or evidence

We aim to process all refund requests within 5-7 business days of approval.

Contact Information

For any questions about our refund policy or to submit a refund request:

  • Email: [email protected]
  • Phone: +34 604 940 049
  • Hours: Monday - Friday, 9:00 AM - 5:00 PM CET

Last updated: 1/6/2026