Our No-Quibble Return Policy

Should you wish to return anything purchased from our online shop, we offer a 30 Day Money-Back Guarantee so you are in safe hands. There are a few circumstances where returns may not be possible so this page aims to make everything as clear as possible.

We always like to help our customers as much as we cam. We feel the best way we can help everyone is to keep our prices as low as possible and provide you with great customer service! That way, everybody benefits. However, things don't always work out and you may have received something you no longer want, it could be the wrong size or you just want to return it. Here are the most common circumstances:

Change of Mind, Wrong Size or Unsuitable Items
We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you've just changed your mind.  We are happy to offer an exchange or a refund, provided an item is returned to us unused, in it's original condition and within 30 calendar days of receipt. You need to take reasonable care when returning an order to us as you will be responsible for the return. As such, we recommend taking out a tracked, insured return. If you want an alternative product please call us and we can arrange this for you. 

***Please note, that all return costs are covered by the customer. The refund will be processed after inspection, minus postage costs (what we paid to deliver the order to you).

Damaged on Arrival or Wrong Items were sent
Please accept our apologies if an item has arrived damaged or wrong when you receive it. Please call us immediately if this has happened as we cannot take up any issues with our couriers after 3 days from delivery. It also means we can do something about it quickly. We may require proof of damage so if you could kindly take a photo and email us, that would be great. If it's the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we'll arrange to get the item back to us and provide a return label for you.

***Please note, we are not responsible for any shipping costs if you decide to book your own labels/transport arrangements, unless agreed otherwise.

Faulty Items
If an item is deemed to be faulty or out of specification, please give our Customer Services a call on 02477 670370 and they will be more than happy to help. We'll probably need to get the item back to us to either fix or replace it. We are sorry, but a replacement can only be sent once we have confirmed the fault so if you cannot wait for the item to be returned before we send one out, then please place a new order. We will refund or replace the initial item or send as soon as the fault is confirmed whilst also covering all postage costs.

What Needs to Happen Next?
Simply, contact our customer services on 02477 670370 or e-mail sales@luxdistributionltd.co.uk and state that you are returning your order so that we could ensure it is processed immediately upon receipt. Send the products back and we will arrange an exchange or refund. 

You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage when returning any product to us. Certificates are available free of charge from the post office or by using a courier service.

None of these terms or conditions affect your statutory rights.