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-£75) 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-£75 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

Do not remove any tags or labels upon receipt and products have been checked.  Removal of tags will constitute an acceptance that the product has been checked and approved by yourself as satisfactory.

Please note that we will be unable to accept any items back to us for a refund or exchange where these instructions have not been adhered to. Where you have returned item(s) and have not adhered to our Return Policy you will be charged a return fee to return the item(s) back to you. Items will only be held for a period of 90 days after which time they will be destroyed or donated to charity.

Luxury Life Furniture are unable to subsidise the costs of returning domestic or international orders unless for liability reasons.

Luxury Life Furniture cannot accept flat packed furniture that has been assembled. All delivered goods need to be checked before assembly. If there are damaged parts, we are more than happy to send replacements. If the item is unassembled, we can arrange a collection and offer a refund under a “change of mind” return request.

Once items have been returned, received and authorised, your refund will be processed. Processing times may vary so please 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.