Returns Policy

Here at Luxural we understand returns and cancellations can be daunting. We've put together some step-by-step guidelines to help explain our returns policies and procedures. If there is anything you are unsure of, please feel free to ask, we are here to help.

In line with the Distance Selling Regulations 2000 please send notice of cancellation in writing via email, fax, or post within seven days from receipt. Please include your:
  • Name
  • Address
  • Order Number
  • Reason for Cancellation
Unfortunately cancellations cannot be accepted via telephone. Please be aware that business to business transactions are not covered under the Distance Selling Regulations 2000.

Returning An Unwanted Item
If under the 7-days cooling off period you wish to return your item, we can offer a collection for the return of the goods at cost to you; alternatively you are welcome to arrange your own method of returning the item to us.

Please be aware if arranging your own return that you will need to take out adequate insurance on the goods should they be damaged in transit. Please note, the minimum direct costs for a collection return will be £25.00 upwards dependant on the product. You'll receive a refund providing your product has not been used or installed.

If you are returning an item under our Free "Easy Returns" policy, you can do so within 7-days at no cost to yourself providing the item has not been used or assembled and is in perfect condition; we will not charge for collection and will give you a full refund on any delivery charges you have paid upon return. We will organise for the goods to be collected by our courier usually within 3-5 days. Please note Free "Easy Returns" is not valid for failed deliveries, or if you change your mind once your item has been dispatched but before your item has been delivered. Smaller items cannot be collected.

Returning A Faulty Item
It's an unfortunate fact of life that no matter how good a manufacturer is they'll occasionally produce a faulty product. If your product has a fault when you get it or it develops a fault within the first 28 days after delivery it will be replaced or refunded including delivery. There are no collection or re-delivery charges to pay.

After 28 days faulty products are processed as per the manufacturers warranty policy and procedure. This doesn't mean you're on your own; we'll be here to smooth the way.

Incomplete/Damaged In Transit Item
It doesn't happen very often, but sometimes when a product is unpacked it's clearly damaged or has something missing. These must be reported to us with 24-hours from delivery via telephone or email.

Returns Condition Of Item
Items need to be returned in a re-sellable condition with the same box and packaging they were delivered in. Couriers will not pick up items unless they are packed adequately in the original packaging. Any free or promotional gifts received with the product must also be returned.

If you have opened the box to examine the item you need to have done so without damaging or marking the product or packaging. It must not have been used or installed.

We advise our customers that all accessories should be unopened; including cabinets, glass stands, remote controls, speaker wires, batteries, cables etc. Any accessories missing from the returned product will incur an administration charge of £15.00 plus the replacement cost from the manufacturer.

If you would like an exchange, the conditions above still apply. When you've returned your product, we'll ask you to place a fresh order and then issue a refund for your first order.

Goods that have not been cancelled within 7-days under the cooling off period unfortunately cannot be returned.

Take Reasonable Care
You as the consumer have a legal responsibility to take reasonable care of any items that you wish to return. This obligation applies before as well as after you have given notice of cancellation. We reserve the right to refuse a return or charge you for any damage that has occurred whilst the goods have been in your possession.

TV/ LCD/ LED/ Plasma/ Monitor/ Visual Items
You are under a duty to take reasonable care of the items. We consider that by using the product you have not taken reasonable care and we are unfortunately unable to accept them back. All visual products have internal usage timers which may be checked by engineers to confirm non-usage prior to any refunds.

Self Assembly/ Flat Packed Items
You are under a duty to take reasonable care of the goods. We consider that by opening the packaging or by assembling the product you have not taken reasonable care and we are unfortunately unable to accept them back.

All refunds due, for whatever reason, will be made within a maximum of 30 days of return of the item via the original payment method
Any deductions applicable, such as collection charges, will be deducted from the refund due

© 2024 Luxural, Powered by Shopify

    • American Express
    • Apple Pay
    • Diners Club
    • Discover
    • Google Pay
    • Maestro
    • Mastercard
    • PayPal
    • Shop Pay
    • Union Pay
    • Visa


    Forgot your password?

    Don't have an account yet?
    Create account