Refund policy
Refund and returns policy
Passionelle (PassionL S.à r.l., 19 rue des Bains, L-1212 Luxembourg, Luxembourg Trade Register B310078, VAT LU37690983) — last updated: 1 September 2026.
1. Right of withdrawal (online purchases)
In accordance with the Luxembourg Consumer Code and European Directive 2011/83/EU, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give any reason. Simply inform us by email at contact@mypassionelle.com (subject: “Withdrawal — order no.”) before this period expires, then send the item back to us within 14 days of your notification.
2. Return conditions
The item must be returned complete, unworn and unscratched, with its labels, box, certificate/warranty and all original accessories. Watches must be returned with the strap unadjusted (no links removed). Items that have been worn, damaged, adjusted or engraved cannot be taken back.
3. Exclusions
The following are excluded from the right of withdrawal: items personalised or engraved at your request, earrings and piercings for reasons of hygiene (unless the original blister pack is intact), gift cards, and batteries and straps fitted in store.
4. How to return an item
- In store: free of charge, in any of our Passionelle stores (Belval, City Concorde, Massen, Mersch, Pommerloch), bringing your order confirmation.
- By parcel: to the address given in our reply to your withdrawal request. Return costs and risks are borne by you; we recommend a tracked shipment insured for the value of the item.
5. Refund
Once the item has been received and checked, we will refund you within 14 days at the latest, using the payment method used for the order, including standard delivery costs (additional costs resulting from the choice of a more expensive delivery method are not refunded). A deduction may be made if the item has been handled beyond what is necessary to establish its nature and proper functioning.
6. Exchanges
You may exchange an item in store within 14 days of receipt, under the same conditions, subject to stock availability.
7. Defective item or delivery error
If you receive an item that is defective, damaged or does not match your order, contact us within 48 hours at contact@mypassionelle.com with your order number and photos. Return costs are then borne by us and we will, at your choice, exchange, repair or refund the item.
8. Legal guarantee
All our items benefit from the two-year legal guarantee of conformity (articles L. 212-1 et seq. of the Consumer Code). Manufacturer warranties (Ice-Watch, Casio, Fossil, Festina, Seiko, Swarovski…) apply in addition under their own conditions; our after-sales service is available in every store.
9. Contact
Passionelle — contact@mypassionelle.com — www.mypassionelle.com