Effective Date: October 14, 2026
Welcome to the Refund and Returns Policy of Outdoor Diffusion LUX S.à r.l., the local Luxembourg outdoor gear brand operating the official e-commerce website www.outdoordiffusionlux.com. As a team of local trail walkers, castle-path explorers and weekend outdoor lovers ourselves, we design and curate every piece of field-tested, low-waste outdoor essential for casual explorers, with 7+ years of industry experience, a community of over 110k happy customers, 240+ unique products and a 4.9★ customer rating. We are fully committed to delivering transparent, fair shopping experiences for every user, and this policy clearly outlines our official rules for returns and processing, with a core, non-negotiable rule that no sole “refund only” requests without product return will be approved under any circumstances. By placing an order on our website, you acknowledge that you have read, understood and agreed to all terms laid out in this policy.
1. Core Ground Rule: No Refund Only Requests Allowed
We strictly prohibit any form of pure refund application where you do not return the purchased physical outdoor products to us. All requests involving a refund must be accompanied by the complete return of the relevant physical goods you ordered from our store. No exception will be made for requests that ask for full or partial monetary compensation while keeping the purchased items, including but not limited to requests claiming minor product appearance flaws, partial function dissatisfaction, or personal changed purchase intention without returning the goods. This rule is implemented to maintain fair operation for our brand and all our community customers, so we can continue to offer practical, high-quality outdoor gear at reasonable prices for every local explorer.
2. Eligibility for Return and Subsequent Refund
To submit a valid return request that qualifies for follow-up refund processing, you must meet all the following criteria:
- You submit your return application within 30 calendar days from the date you successfully receive your ordered outdoor products, including our collapsible cups, camping gear, trail accessories and other items listed in our 240+ product collection.
- The returned product must be kept in its original, unused, resellable condition, with all original packaging, tags, accessories, user manuals and free gifts that came with the order fully intact and not damaged. Products that have been used in outdoor activities, stained, torn, modified, washed, or damaged due to improper personal storage will not be eligible for return processing.
- You must provide the valid order number, photos that show the full status of the returned product and complete packaging, and finish the identity verification process required by our customer service team.
- Customised, made-to-order products that are uniquely personalised according to your exclusive requirements are not eligible for return, unless the products have confirmed manufacturing defects that are verified by our official team.
3. Return Process
Follow these simple steps to complete a valid return application:
- Send a return application email to our dedicated customer service mailbox at thyrza@outdoordiffusionlux.com, with your order number, the product SKU you wish to return, and clear photos showing the full condition of the product and its packaging. Our professional service team will review your application and send you a formal confirmation reply within 2 working days.
- After your application is approved, send the product back to our designated return address: 25, Boulevard F.W. Raiffeisen, L-2411 Luxembourg. We recommend you choose a trackable, insured local logistics courier to arrange the shipment, so you can trace the delivery status of your returned item at any time. The shipping cost for returning the product will be borne by you, except for situations where the product you received has confirmed manufacturing defects, or we mistakenly shipped the wrong item that does not match your order.
- Once our warehouse team signs for and receives your returned parcel, we will conduct a full, professional inspection of the returned product within 3 working days, to verify that the product meets our return eligibility requirements.
4. Refund Processing After Successful Return Verification
After we confirm that your returned item passes all our eligibility checks, we will proceed to your corresponding refund arrangement:
- We will process your refund to the original payment method you used to complete the order. Depending on the different payment institutions and card issuing banks, the refund amount will arrive in your account within 7 to 14 working days after the processing is completed.
- If partial damage to the product is found during our inspection that is caused by non-quality related factors on your side, we will communicate with you openly about the corresponding partial deduction amount before processing the remaining refund, and we will never carry out any unannounced arbitrary deduction from the refund amount without your confirmation.
- In the very rare scenario where your ordered item is out of stock and we cannot arrange a replacement shipment for you, you still need to return the initially delivered product to us to finish the full return process, and we will never process a direct refund if you keep the item.
5. Contact Information
If you have any questions about our Refund and Returns Policy, you can reach us at any time through the following channels:
- Company Name: Outdoor Diffusion LUX S.à r.l.
- Office and Return Address: 25, Boulevard F.W. Raiffeisen, L-2411 Luxembourg
- Contact Phone: +352 621 171 491
- Email: thyrza@outdoordiffusionlux.com
Our professional service team will respond to all your inquiries within 2 working days, to help you resolve all return related issues smoothly.