Returns & Refunds

 

Returns Policy

We offer a 14 days returns policy for which to return your item to us for a refund, from the date the item was received. The item must be in pristine condition and come complete with the original undamaged packaging. The cost to return must be covered and organised by the customer and ensure we receive the item within 14 days once refund request was processed.

How do I arrange a return?

Please send us your details at: Support@luxecare.co.uk

  • First and Last Name
  • Order number
  • Email address (from the order)
  • Reason for return

How does the refund work?

  1. Write us an email at support@luxecare.co.uk with the details required above. Missing information may cause a delay.
  2. As soon as we receive your email, we will process your request.
  3. You will receive an email from us confirming the refund and further information about the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

IMPORTANT

When and how will I get my money back?

If you have placed an order and changed your mind before the order has been shipped (normally within the first 12 hours), please let us know as soon as possible and the refund will be processed using the payment method originally used.

We usually manage to issue the refund within 1-2 working days, although it could take up to 14 days to issue the refund. Depending on the payment method, the amount is then refunded immediately or after a short period of time.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We kindly ask you not to refuse delivery, instead, accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through by writing an email to support@luxecare.co.uk. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this, we ask that you contact us through your account using the online message center. Please provide details of the fault and where possible attach pictures to your message.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

‐If we sent you the wrong item

‐If the item is damaged or faulty

‐Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Should you have any further questions regarding our return policy, please send us an email at support@luxecare.co.uk and we will get back to you as soon as we can.