{"id":13,"date":"2026-06-05T18:06:59","date_gmt":"2026-06-05T18:06:59","guid":{"rendered":"https:\/\/www.luxelo.uk\/store\/?page_id=13"},"modified":"2026-06-07T12:24:11","modified_gmt":"2026-06-07T12:24:11","slug":"refund_returns","status":"publish","type":"page","link":"https:\/\/www.luxelo.uk\/store\/refund_returns\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Last updated: June 2026<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At Luxelo, we want you to love every purchase. If something isn&#8217;t right, we&#8217;re here to make it easy \u2014 no hassle, no stress.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Your Right to Return<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Under the <strong>Consumer Contracts Regulations 2013<\/strong>, you have the right to cancel your order within <strong>14 days<\/strong> of receiving your item \u2014 no reason needed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We go further than the legal minimum. At Luxelo, you have a full <strong>30 days from the date of delivery<\/strong> to request a return.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. How to Request a Return<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">All return requests must come through us directly \u2014 simply get in touch and we&#8217;ll handle everything from there.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\ud83d\udce7 Email us at:<\/strong> office@luxelo.uk<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Please include the following in your email:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your <strong>order number<\/strong><\/li>\n\n\n\n<li>The <strong>item(s)<\/strong> you wish to return<\/li>\n\n\n\n<li>The <strong>reason<\/strong> for your return<\/li>\n\n\n\n<li><strong>Photos<\/strong> if the item is damaged or faulty<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We aim to respond to all return requests <strong>within 48 hours<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">3. Return Conditions<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To be eligible for a return, your item must meet the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Returned within <strong>30 days<\/strong> of the delivery date<\/li>\n\n\n\n<li><strong>Unused<\/strong> and in its <strong>original condition<\/strong><\/li>\n\n\n\n<li>In its <strong>original packaging<\/strong> where possible<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The following items <strong>cannot be returned<\/strong> unless faulty:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Items that have been used, assembled, or damaged after delivery<\/li>\n\n\n\n<li>Personalised or custom-made products<\/li>\n\n\n\n<li>Perishable goods<\/li>\n\n\n\n<li>Items marked as <strong>non-returnable<\/strong> on the product listing<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">4. Who Pays for Return Postage?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This depends on the reason for your return:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th><strong>Return Reason<\/strong><\/th><th><strong>Return Postage<\/strong><\/th><\/tr><\/thead><tbody><tr><td>Item is faulty or damaged<\/td><td>\u2705 We cover the cost<\/td><\/tr><tr><td>Wrong item was sent<\/td><td>\u2705 We cover the cost<\/td><\/tr><tr><td>Item not as described<\/td><td>\u2705 We cover the cost<\/td><\/tr><tr><td>Change of mind \/ no longer needed<\/td><td>\u274c Customer is responsible<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Once your return is approved, we will email you a <strong>prepaid return label<\/strong> where applicable. For change-of-mind returns, we will provide the return address and instructions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. Faulty or Damaged Items<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If your item arrives damaged, faulty, or is not what you ordered, please contact us <strong>within 48 hours of delivery<\/strong> at office@luxelo.uk.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Please include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your order number<\/li>\n\n\n\n<li>A clear description of the fault<\/li>\n\n\n\n<li><strong>Photos or video<\/strong> showing the damage or issue<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">We will arrange either a <strong>full replacement<\/strong> or a <strong>complete refund<\/strong> \u2014 whichever you prefer. You will not be asked to return the item in some cases.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">6. Refunds<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Once your return has been received and inspected:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You will receive an <strong>email confirmation<\/strong> of your refund<\/li>\n\n\n\n<li>Refunds are issued to your <strong>original payment method<\/strong><\/li>\n\n\n\n<li>Please allow <strong>5\u201310 working days<\/strong> for the refund to appear in your account, depending on your bank or payment provider<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Please note:<\/strong> Original delivery charges are non-refundable unless the item was faulty or incorrectly sent.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">7. Replacements &amp; Exchanges<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you would prefer a <strong>replacement<\/strong> 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.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Exchanges for a <strong>different product<\/strong> are treated as a new order \u2014 we will refund your original item and you can place a fresh order for the new product.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">8. Late Returns<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Returns requested <strong>after 30 days<\/strong> 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 <strong>Consumer Rights Act 2015<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">9. Items Lost in Return Transit<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We recommend using a <strong>tracked postal service<\/strong> 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">10. Contact Us<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you have any questions about our Returns &amp; Refunds Policy, please get in touch \u2014 we&#8217;re always happy to help.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\ud83d\udce7 Email:<\/strong> office@luxelo.uk<br><strong>\ud83c\udf10 Website:<\/strong> <a href=\"http:\/\/www.luxelo.uk\">www.luxelo.uk<\/a><br><strong>\u23f1 Response time:<\/strong> Within 1-2 working days<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>\u00a9 2026 Luxelo. All rights reserved.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last updated: June 2026 At Luxelo, we want you to love every purchase. If something isn&#8217;t right, we&#8217;re here to make it easy \u2014 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 \u2014 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-13","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/pages\/13","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/comments?post=13"}],"version-history":[{"count":6,"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/pages\/13\/revisions"}],"predecessor-version":[{"id":180,"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/pages\/13\/revisions\/180"}],"wp:attachment":[{"href":"https:\/\/www.luxelo.uk\/store\/wp-json\/wp\/v2\/media?parent=13"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}