Customer Policy
We want you to love your Luxello purchase. If something isn't right, here's everything you need to know about returning an order and receiving a refund.
Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days of receiving it, without giving any reason. Luxello Ltd extends this to 30 days as a matter of policy — giving you additional time beyond your legal entitlement.
To begin a return, email sales@luxello.co.uk with your order number. Return postage is at your cost unless the item is faulty or misdescribed. Personalised, made-to-order, and unsealed hygiene items are exempt from the right to cancel.
If you return your order within the 30-day window, we will refund the full purchase price including standard delivery charges within 14 days of receiving your return. Refunds are made via your original payment method. Please note we may reduce your refund if goods show signs of use beyond reasonable inspection.
A restocking fee of 15% applies to all returned in-stock products.
Returns should be sent to:
Luxello Returns
To get started
please email us your INV / Order Number so that we can set up a RMA return for you
shipping@luxello.co.uk
We recommend using a tracked delivery service as we cannot accept liability for items lost in transit.
Custom Panels and made-to-order Luxello Signs are made and cut specifically for you and are therefore non-returnable. If you have queries about whether any parts of a custom order can be re-used, please contact us at sales@luxello.co.uk and we will do our best to help.
Under the Consumer Rights Act 2015, if your item is faulty or not as described you are entitled to a full refund within 30 days, or repair/replacement thereafter. To report an issue, email sales@luxello.co.uk with your order number and a photo.
