Cancellations, Returns & Refunds Policy

Order Cancellation

We are happy to cancel your order for a full refund prior to dispatch. Please visit your order page and click the cancel button next to the relevant order you wish to cancel.  This only applies to orders that have not yet been dispatched.

If your order has already been dispatched, please accept delivery and then you will need to return your order to us following our Returns Policy below.

Returns Policy

Returning Items for a Refund (Change of Mind)
If you are not completely satisfied with your online purchase, we will happily issue you a refund for your order. You have 30 days from the date of receipt to return your item(s) back to us. All items must be returned in their original condition and packaging, complete with tags & labels. Please note returns will only be accepted if the tags remain attached and item(s) are suitably packed for transit. All change of mind returns incur a collection charge (£30-£160) which is deductible from the total refund value at the of return.

Please email us on [email protected] to request a return on orders that are within the above stated guidelines. Include in your subject your order number followed by “Returns”. E.g. #01234 – Returns

Once the item has been received and authorised, refund processing times may vary so please allow up to 7 working days for the refund to appear on your credit card or bank statement.

Returning Items for an Exchange
Unfortunately, we do not perform direct exchange of orders. However, if you require an exchange for any items purchased you have 30 days to return your order back to us. Items must be returned in unused condition, in its original sealed packaging, complete with tags & labels. Please note returns will only be accepted if the tags remain attached. If this is adhered to, we will issue a refund for your item(s) upon receipt minus £30-£160 collection fee (depending on the size of the item(s) being collected). You must place a new order for the exchange items from the online shop.

Returning Faulty Items
We take great care in maintaining a high level of quality control on orders being dispatched. However, if you do find a fault with your order, please follow the instructions to request a return.  We will request the reason for your return and request photographs along with a brief message regarding the fault. Customers have up to 30 days to return a faulty/damaged item.

Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within 30 days of purchase. Please note refunds can only be issued once the manufacturer has verified the fault. Please note: Customers are required to reach out within the first 14 days of receipt to advise of any damages at the point of delivery.

Where possible, Luxury Life Furniture will offer to repair faulty items. If you would like to exchange your item, please be aware that we are only able to do so subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

Returning Items

How to Return Your Items
To have your item(s) authorised for return please email us on [email protected]. Please include in your subject your order number followed by “Returns”.

E.g. #01234 – Returns

How you can help speed up the returns process
1. Take multiple clear images of the item(s) from all angles outside of its packaging.

2. Take multiple clear images of the item(s) packed in its original packaging suitable for transit.

3. Our team will do the rest.

Condition Upon Return

Condition of Returned Items
Items must be returned in the same condition as received:
1. Undamaged
2. Unused
3. Clean
4. Suitable for resale without indication of prior use

Tags & Labels
Do not remove any tags or labels upon receipt. Removal of tags constitutes acceptance that the product has been inspected and approved as satisfactory.

Returning Flat-Packed Furniture
Luxury Life Furniture cannot accept assembled flat-packed furniture, so all goods must be checked before assembly. Damaged parts will be replaced if reported beforehand, and unassembled items can be collected for a refund under a “change of mind” request.

Missing Packaging & Boxes
We do not supply boxes or packaging materials. Customers must ensure items are securely packaged for return. If the original packaging is unavailable, a repackaging deduction of £30 per box will apply.

To avoid deductions, boxes provided by the customer must:
1. Pack items in the same way as received (single boxes per item)
2. Be double-walled for protection
3. Be blank and non-branded
4. Be securely sealed with clear packaging tape

Customer Responsibility for Transit
Customers are responsible for ensuring that returned items are securely packaged. Upon receipt, all items will be inspected, and any damage resulting from improper packaging will be the customer’s responsibility. Luxury Life Furniture and our couriers cannot be held liable for damage during transit. Any damage or signs of use may affect the eligibility or amount of the refund.

Return Costs
We are unable to subsidise the cost of returning domestic or international orders unless for liability reasons.

Collection costs and repackaging fees reflect actual costs and are non-negotiable.

Returns & Refund Eligibility
Items will not be accepted for a refund or exchange if these instructions are not followed.

If items are returned without adhering to this policy, a return fee will apply to send them back to you.

Returned items will only be held for 90 days; after this period, they will be destroyed or donated to charity.

Refund Processing
Once items are returned, received, and authorised, refunds will be processed.

Allow up to 7 working days for the refund to appear on your credit card or bank statement.

This Returns Policy does not affect your statutory rights and was updated on August 15th 2024.