We hope that you enjoy the purchases you make from Luxiri LTD. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

 

How to Return an Item 

As an alternative to the return options provided by your statutory rights, customers may return items purchased from Luxiri LTD under this Returns Policy in accordance with the following terms:

1. Returns made under this Returns Policy must be made within 14 days of delivery of an item.

 

2. Items to be returned must:
   1. Be returned in original packing
   2. The condition must be in perfect condition unless the item arrives damaged.

 

3. To start the returns process, you can request a refund through your customer account which will appear once the order has been placed. If you don’t have a customer account, then you can email us at sales@luxiri.co.uk. Ensure that you include the returns slip included with your order when returning your item(s).

 

 

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy are adhered to, a customer is entitled to a full refund of the price they paid for the item(s): 

 

1. Taking into consideration any discounts that were applied at the time of purchase.

 

2. Minus our return fee of £19.99 per order for which a return is made under this Returns Policy. No return fee will apply to returns made outside of this Policy, e.g. returns made in accordance with your statutory rights.

 

3. Exclusive of any shipping costs paid.

 

 

Processing Returns

Once we have received an item you wish to return:  

1. We will check the item you have returned within, wherever possible, 5 days.

 

2. If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy: 

 

• We will let you know that your return has been received and accepted. 

• You will receive a refund via your original payment method, usually within 14 days of a return being accepted, however this may vary depending on your bank. Please contact your card issuer if you have any questions or concerns.

 

3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:

 

• We will let you know why your return has not been accepted. 
• We may offer a reduced refund (e.g. if an item is returned damaged).
• You will have the option to take the item back (note that you may be required to pay for shipping if necessary).

 

 

Exchanges

If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above) and make a new purchase of the new item you wish to have. 

 

 

Faulty Goods

At Luxiri, we are committed to delivering exceptional products and service to our customers. If you receive an item that does not meet our high standards or if you’re dissatisfied with its quality over time, please reach out to us via email at sales@luxiri.co.uk with your order details and photos of the issue.

 

To help us resolve the problem quickly, kindly provide images of the fault. For larger items, the Batch Number on the white label, typically located on the underside or headboard, will help us identify the item.

 

Please be aware that we will review the images and need to confirm that the issue is due to a manufacturing fault or damage caused by Luxiri or our associated suppliers/delivery partners before accepting liability.

 

If your order has a structural fault and you notify us: Within 14 days of delivery, we will offer a full refund or replacement. For issues reported after 14 days but within 12 months, we will arrange a replacement where possible. You have 14 calendar days from the date of delivery to inspect your item and notify us of any aesthetic defects.

 

The following conditions are not covered under our aesthetic fault policy: Faults or damage resulting from misuse, negligence, or unauthorized alterations, as well as minor imperfections that fall within the thresholds of the industry standards.

 

Items that have been altered or modified will not be eligible for a refund or replacement.

 

 

Cancellations

At Luxiri, we strive to provide a seamless shopping experience. If you wish to cancel your order, please review our cancellation policy below:

 

1. Right to Cancel:
   You have the right to cancel your order within 14 days from the date of receipt of the goods, in accordance with consumer protection laws. If you decide to cancel, please notify us within this time frame.

 

2. Conditions for Cancellation:
   To be eligible for cancellation, the furniture must be unused, in its original packaging, and in a resalable condition. We ask that you keep the product in it’s original packaging until your cancellation is processed.

 

3. How to Cancel before order has dispatched:
   To cancel your order before delivery is made, please contact our customer service team by emailing sales@luxiri.co.uk as soon as possible. Please include your order number and details of the items you wish to cancel. We will email you to confirm we have acknowledged your cancellation. Your cancellation is effective from the date you send us the email. Please note that if the order has been dispatched and beyond the point of us being able to cancel then you the customer will have to follow the return policy as mentioned above under “Processing Returns”. Please note there is a return fee of £19.99.

 

4. Incorrect Pricing:

If we find an error in the quoted price of the items you've ordered, we will notify you promptly and give you the option to either confirm your order at the correct price or cancel it. If we are unable to reach you, we will consider the order cancelled and issue a full refund.

 

A Customer’s Statutory Rights 

The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights). 

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:

1. See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process.

2. You can contact us at sales@luxiri.co.uk to request a copy of the relevant Terms and Conditions, to ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.