Returns & Refunds Policy

Thank you for shopping with Luxos. As a marketplace platform, items are supplied by independent sellers and undergo inspection and authentication before being delivered to customers.

This policy explains your rights and how we handle returns, refunds, and disputes.

Your Right to Cancel (Change of Mind)

Under UK consumer law, you have the right to request a return within 14 days of receiving your item.

• You then have an additional 14 days to return the item once your return is approved
• Items must be returned unused, in original condition, and in original packaging

Please note:

• Customers are responsible for return shipping costs for change-of-mind returns
• Original shipping costs (if any) are non-refundable

Returns for Faulty, Incorrect, or Not as Described Items

You may be eligible for a return, replacement, or refund if the item is:

• Damaged or defective
• Incorrect (wrong item, size, colour, or quantity)
• Significantly different from the seller’s description

For faster resolution, we recommend reporting these issues within 48 hours of delivery, although you still retain your legal rights.

Return Conditions

• Items must be unused, complete, and in the same condition as received
• Items must be returned in original packaging
• New items must be unopened and factory sealed (where applicable)
• Proof of purchase (order number) is required

We may refuse returns that do not meet these conditions.

Return Process

1. Submit a return request via your account or contact support within 14 days of delivery
2. Our team will review your request and may request evidence (e.g. photos)
3. If approved, you will receive return instructions
4. Return the item within 14 days of approval using a tracked shipping method
5. Once received and inspected, we will process your refund or resolution

Refunds

If your return is approved:

• Refunds will be issued to your original payment method
• Refunds are processed within 5–7 business days after inspection

You will receive confirmation once your refund has been issued.

Late or Missing Refunds

1. Check your bank account again
2. Contact your payment provider
3. Contact your bank (processing times may vary)

If the issue persists, please contact us at support@luxos.co.uk

Exchanges

• Exchanges are only available for items that are defective or damaged and sold directly by Luxos
• Items sold by third-party sellers are not eligible for direct exchanges but may be returned for a refund (if eligible)

Return Shipping Costs

• Faulty / incorrect / not as described items: return shipping costs will be covered or reimbursed
• Change of mind returns: customers are responsible for return shipping costs
• We recommend using a tracked service, as we are not responsible for lost returns

Marketplace Notice

Luxos operates as a marketplace connecting buyers and independent sellers. All items are first sent to our facility for inspection and authentication before being shipped to you.

Contact Us

For any questions regarding returns or refunds, please contact: support@luxos.co.uk