Refund policy
Return Policy Overview
Return Window: You may initiate a return within 30 days from the date your order was delivered.
Condition of Returned Items: To be eligible for a return, items must be:
- Unused and unworn
- In their original condition
- Returned with original packaging, tags, and all included accessories or documents
Territorial Scope: This Return & Refund Policy applies exclusively to purchases delivered within the United Kingdom.
Return Costs
We clearly distinguish shipping costs based on the reason for return:
1. Defective or Incorrect Products – No Cost to You
If you received an item that is defective, damaged during transit, or does not match your order, the return costs are fully covered by Luxaud. Please contact us before returning.
2. Change of Mind (Remorse)
If you return an item because you simply changed your mind or no longer want the product, the return shipping costs are at your own expense and are non-refundable.
Please note that returns are not accepted for products ordered in the wrong size or color when the delivered item matches the order placed by the customer.
Restocking Fees
We do not charge any restocking fees.
How to Return an Item
Email us at info@luxaud.com with your order number and the reason for your return.
Our customer support team will review your request and provide return instructions.
- If the return is due to a defective, damaged, or incorrect item, Luxaud will provide a prepaid return shipping label and cover all return shipping costs.
- For change-of-mind returns, customers are responsible for arranging and paying the return shipping costs.
Repack the Item
Carefully pack the item in its original packaging, including all accessories, tags, and documentation.
Ship the Item Back
Once your return request has been approved, follow the return instructions provided by our support team.
For defective, damaged, or incorrect products, Luxaud covers the return shipping costs.
For change-of-mind returns, customers are responsible for the return shipping costs.
Refund Process
Inspection
Once we receive your returned item, we will inspect it to ensure it meets our return conditions.
Refund Timeline
- Refunds are processed within 7 business days after successful inspection.
- Your bank or payment provider may take an additional up to 7 business days to display the refund.
Refunds are issued to the original method of payment.
Exchanges
If you’d like to exchange a defective or incorrect item, please contact us at info@luxaud.com
Our team will help you with the most suitable solution, which may involve a return and a new order.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned. These include (but may not be limited to):
We may not provide refunds in the following cases:
Order Issues:
- Products that match the size, color, and specifications selected by the customer
- Cancellation after the order has been processed or shipped
Quality Perception:
- Product meets description but does not meet expectations
Logistics Issues:
- Incorrect address provided
- Customer unavailable for delivery
- Refused delivery
- Incorrect phone number
Customer Damage:
- Damage caused when opening or using the product
Contact information:
Email: info@luxaud.com
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT+00:00)
We will respond your email within 24 hrs (Mon–Fri) — weekend messages answered Monday.