Returns Policy

To be eligible for a return, the following conditions must be met:

• Items must be unused, unassembled, and in their original packaging, including all components, accessories, and documentation
• Return requests must be made within 14 days of the delivery date
• Items must be in a resaleable condition with no signs of damage, marks, or alterations

The following items are excluded from our standard returns policy and cannot be returned for a refund or exchange:

• Custom or made-to-measure products – Items that have been manufactured, cut, or configured to your specific dimensions or specifications
• Installed items – Products that have been assembled, fitted, or installed at your premises
• Clearance or sale items – Goods purchased at a reduced price or marked as clearance (unless stated otherwise at the time of sale)
• Special-order goods – Products ordered specifically on your behalf that are not part of our standard stock range

To initiate a return, please follow these steps:

1. Contact us by email at info@luxidesigns.com before returning any items. Please do not send goods back without prior authorisation.
2. Provide your order number along with a clear description of the reason for the return.
3. Await return instructions – Our team will review your request and provide you with a return authorisation and instructions on how to send the items back.
4. Package items securely – All returned goods must be packaged appropriately to prevent damage during transit. Items damaged due to inadequate packaging may not be eligible for a refund.

The following costs apply to returns:

• The customer is responsible for all return shipping costs unless the item is faulty or was sent in error
• Original delivery costs are non-refundable
• For large or pallet-sized items, return shipping must be arranged through a suitable carrier at the customer's expense
• We recommend using a tracked and insured delivery service when returning items, as we cannot accept responsibility for goods lost or damaged in transit back to us

If an item is faulty or was incorrectly dispatched, we will cover the cost of the return and arrange collection where possible.

We take great care in packaging and dispatching all orders. However, if you receive goods that are damaged or faulty:

• You must report the issue within 48 hours of delivery by emailing info@luxidesigns.com
• Please provide clear photographs of the damage, including the packaging, affected items, and any visible defects
• Include your order number and a description of the fault
• Do not dispose of the damaged items or packaging until the matter has been fully resolved

Once we have assessed the claim, we will arrange a replacement, repair, or full refund at our discretion. Where items need to be returned, we will provide a prepaid return label or arrange collection.

Once your returned items have been received and inspected, we will notify you of the outcome. The following applies to refunds:

• Refunds are processed after inspection of the returned goods to confirm they meet the conditions of this policy
• Approved refunds will be issued to the original payment method used at the time of purchase
• Please allow 5–10 working days for the refund to appear in your account, depending on your bank or payment provider
• Partial refunds may be issued if returned items show signs of use, damage, or are missing original components

If you have any questions about our returns policy or need to arrange a return, please get in touch with our team.

9. Related Policies

This Returns Policy should be read in conjunction with:

• Shipping Policy
• Sales Terms & Conditions
• Sales & Project Terms
• Privacy Policy