Refund policy

Here at Luxe Supplies we hope customers are always 100% satisfied with their purchase however we understand occasions can occur where the item isn't suitable and a return needs to be made.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, and packaged to the same standard in which it was delivered. You’ll also need your order number or proof of purchase.

To start a return or if you have any questions, you can contact us at support@luxe-supplies.co.uk

Return courier costs
The customer is liable for return delivery costs, we can arrange a collection but the cost will be subtracted from the refund amount. If an item is faulty we will issue a refund of the return costs along with purchase costs. Please note: courier costs are generally much higher than the subsidised delivery rate we charge.

Return delivery arrangements
We can arrange a two man collection for your return. The item must be packaged in a way to prevent any damage in transit and we will send you a label which must be printed and attached to your return item(s).

Exceptions / non-returnable items
We cannot accept any returns or offer refunds/exchanges for any products that are made-to-order, customised or bespoke. These items are indicated on their individual product pages below the add-to-cart button.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
We can arrange an exchange if required as long as the item is eligible for return and customer covers the extra courier costs.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@luxe-supplies.co.uk.