Refund and Returns Policy

Effective Date: 6 November 2026

This Refund and Returns Policy is issued by TIMMLUX, trgovina in storitve d.o.o., operating the e-commerce platform www.timmlux.com that provides a full range of reliable, heavy-duty no-fuss kitchen textile products including insulated gloves, tablecloths, placemats, cleaning cloths, oven mitts and other daily-use home textile goods. This policy clearly outlines all rules and procedures for product returns, exchanges and refund requests for purchases made on our website, to protect the legitimate rights and interests of both our valued customers and our business. You can contact us at any time for policy related inquiries via our contact email vryn@timmlux.com, registered address Ulica Staneta Severja 10, 2000 Maribor, Slovenia, or contact telephone +386 51 321 044‌.

1. Core Policy Principle: No Pure “Refund Only” Requests Accepted

To ensure fair treatment for all our customers and maintain the sustainable operation of our kitchen textile business that serves over 120,000 happy home cooks around the world, we strictly ‌do not process any “refund only” requests that do not involve returning the ordered physical products to us‌. This rule applies to all order scenarios, including but not limited to dissatisfaction with product style, mismatch between personal expectation and actual product effect, accidental duplicate order placement, or the situation where you no longer need the product after receiving the parcel. All customers who submit a request for a refund of any paid order amount must return the corresponding received physical goods to our designated return address, and we will verify the returned items are intact before processing any corresponding refund arrangement. We will never issue a full or partial monetary refund for any customer who retains and uses our products while asking for money back, to avoid unfair resource consumption and extra operational losses caused by the “free use of goods for a period of time” behavior.

2. Eligibility for Return Applications

You are eligible to submit a return application for your ordered products from www.timmlux.com, as long as your request meets all the following conditions:

You submit the return application within 30 calendar days from the date you successfully sign for receipt of the parcel.
The returned product has not been worn, stained, damaged by improper use, or laundered in a way that causes irreversible traces. The original packaging, product labels, attached accessories and gift items that came with the order must be kept intact, and the product can be resold normally as a brand-new item after we receive it.
For customized products or special personalized kitchen textiles that are produced exclusively for your personal needs, we do not support non-quality-issue returns, to avoid unnecessary resource waste for our production chain.
Before sending back any products, you must first contact our customer support team to obtain an official return authorization number, and clearly mark this number on the outer packaging of the returned parcel. Return parcels without the official authorization number may be rejected or delayed in processing when they arrive at our warehouse.

For products with confirmed quality defects such as broken stitching, severe discoloration, obvious damage that does not match the product description on our website, or wrong items that do not match what you ordered, you do not need to bear any return shipping cost, and we will fully cover all related logistics expenses.

3. Allowed Processing Solutions After Valid Return Verification

After our warehouse team receives and fully verifies that your returned products meet all the return eligibility requirements, we provide two formal legal processing options for your choice, and no pure no-return refund is available:

‌Equal Value Exchange for Other Products of Your Choice‌: You can choose to exchange your returned item for other kitchen textile products on our website with equal or corresponding value. If you select products with a higher total value than your original order, you only need to pay the price difference; if the new products you choose have a lower total value, the corresponding price difference will be returned to your original payment account as a formal partial refund.
‌Full/Partial Refund After Return Confirmation‌: If you do not need to exchange for other products, we will process your corresponding refund request within 7 working days after we verify the returned items are intact. The refund will be transferred back to your original payment account via the same payment method you used when placing the order. Please note that the actual arrival time of the refund may vary slightly according to the different processing cycles of different payment institutions, which is beyond our direct control.

We are not responsible for any return parcels lost or damaged in transit without the protection of formal logistics tracking, and we recommend all customers use traceable, insured logistics services when sending back items.

4. Scenarios Where Returns and Refunds Are Not Supported

We do not accept return or refund requests under the following scenarios:

You cannot provide valid proof of delivery to confirm you received the original ordered products.
You submit a “refund only” request and refuse to return the physical products you have already received, or deliberately damage the products to apply for a refund without returning items.
The products are damaged due to your personal improper use, high temperature burning, wrong detergent cleaning or other human-induced reasons after normal receipt.
The return application is submitted later than 30 calendar days after you signed for the parcel.

If you have any questions or special circumstances that need to be communicated, please contact our customer support team at your convenience, we will work with you to find a fair and proper solution based on the actual situation.