Refund and Returns Policy

Last updated: June 2026

At Luxelo, we want you to love every purchase. If something isn’t right, we’re here to make it easy — no hassle, no stress.

1. Your Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item — no reason needed.

We go further than the legal minimum. At Luxelo, you have a full 30 days from the date of delivery to request a return.

2. How to Request a Return

All return requests must come through us directly — simply get in touch and we’ll handle everything from there.

📧 Email us at: office@luxelo.uk

Please include the following in your email:

Your order number
The item(s) you wish to return
The reason for your return
Photos if the item is damaged or faulty

We aim to respond to all return requests within 48 hours.

3. Return Conditions

To be eligible for a return, your item must meet the following:

Returned within 30 days of the delivery date
Unused and in its original condition
In its original packaging where possible

The following items cannot be returned unless faulty:

Items that have been used, assembled, or damaged after delivery
Personalised or custom-made products
Perishable goods
Items marked as non-returnable on the product listing

4. Who Pays for Return Postage?

This depends on the reason for your return:

Return Reason	Return Postage
Item is faulty or damaged	✅ We cover the cost
Wrong item was sent	✅ We cover the cost
Item not as described	✅ We cover the cost
Change of mind / no longer needed	❌ Customer is responsible

Once your return is approved, we will email you a prepaid return label where applicable. For change-of-mind returns, we will provide the return address and instructions.

5. Faulty or Damaged Items

If your item arrives damaged, faulty, or is not what you ordered, please contact us within 48 hours of delivery at office@luxelo.uk.

Please include:

Your order number
A clear description of the fault
Photos or video showing the damage or issue

We will arrange either a full replacement or a complete refund — whichever you prefer. You will not be asked to return the item in some cases.

6. Refunds

Once your return has been received and inspected:

You will receive an email confirmation of your refund
Refunds are issued to your original payment method
Please allow 5–10 working days for the refund to appear in your account, depending on your bank or payment provider

Please note: Original delivery charges are non-refundable unless the item was faulty or incorrectly sent.

7. Replacements & Exchanges

If you would prefer a replacement rather than a refund, simply let us know in your return request email. We will dispatch a replacement as soon as the return is processed.

Exchanges for a different product are treated as a new order — we will refund your original item and you can place a fresh order for the new product.

8. Late Returns

Returns requested after 30 days of delivery will be assessed on a case-by-case basis. We are not obligated to accept late returns unless the item is proven to be faulty under the Consumer Rights Act 2015.

If you believe your item has developed a fault after 30 days, please still contact us at office@luxelo.uk and we will do our best to help.

9. Items Lost in Return Transit

We recommend using a tracked postal service for all returns, particularly for change-of-mind returns where you are covering the postage cost. Luxelo cannot be held responsible for items lost in transit on their way back to us.

10. Contact Us

If you have any questions about our Returns & Refunds Policy, please get in touch — we’re always happy to help.

📧 Email: office@luxelo.uk
🌐 Website: www.luxelo.uk
⏱ Response time: Within 1-2 working days