Refund policy

Returns

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

To be eligible for a return:

  • The item must be in the same condition you received it

  • Unused and unopened

  • In its original packaging (including any inserts, tags or accessories)

  • Accompanied by a receipt or proof of purchase

To start a return, please email us at admin@luxeco.net with your order number and details of the item you’d like to return.

Approved returns should be sent to:
[INSERT RETURN ADDRESS]

Once your return is accepted, we’ll email you:

  • A return shipping label, and

  • Instructions on how and where to send your package

Items sent back to us without first requesting a return will not be accepted.

You can contact us at admin@luxeco.net at any time with questions about your return.

Damaged, Incorrect or Faulty Items

Please inspect your order as soon as it arrives. If an item is:

  • Damaged

  • Defective

  • Missing

  • Not what you ordered

Email us at admin@luxeco.net straight away with photos and your order number. We’ll review the issue and work with you to make it right as quickly as possible.

Items That Cannot Be Returned

For hygiene, safety and customisation reasons, some items are non-returnable. This includes:

  • Perishable or food items

  • Custom or personalised products

  • Personal care or beauty items

  • Hazardous materials, flammable liquids or gases

We’re also unable to accept returns on:

  • Sale items

  • Gift cards

If you’re unsure whether your item can be returned, please contact us before sending anything back.

Exchanges

If you’d like a different product, the simplest option is:

  1. Request a return for the original item

  2. Once your return is approved, place a new order for the item you’d prefer

This ensures the replacement item is reserved for you and shipped as soon as possible.

European Union – 14-Day Cooling-Off Period

If your order is being delivered within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason.

The item must still:

  • Be unused and in its original condition

  • Include all tags and packaging

  • Be accompanied by proof of purchase

Refunds

Once we receive and inspect your returned item, we’ll email you to confirm:

  • Whether your refund has been approved or declined

If approved:

  • Your refund will be processed to your original payment method within 10 business days

  • Your bank or card provider may take additional time to post the refund to your account

If more than 15 business days have passed since we confirmed your refund approval, please contact us at admin@luxeco.net so we can follow up.