Order policies
Faults or missing parts
Items that are returned to us with transit damage from a courier organised by the returning customer will be unable to be refunded. We encourage customers returning to take out transit insurance where possible to avoid disappointment should this happen. All items are quality control checked when returned before a refund is to be processed.
Whilst quality control checks are performed prior to dispatch, on rare occasions a product may be found to have a fault.
Faults are where the product is not fit for its intended purpose. (If your item is found to be damaged on delivery, please refer to our damaged section).
Note: Please note damages must be reported with image evidence within 24hrs of delivery for a successful claim.
Damaged in transit
We perform checks prior to dispatch to make sure the quality of your purchase is in perfect order. However sometimes damage can occur in transit unfortunately.
We ask that items are checked at the delivery point and returned with the delivery company if damages are noticed. We also encourage to sign for the items as damaged if possible.
We understand that damages can't always be spotted in full at the point of delivery, so we allow 24hrs to notify us of any noticed damages.
If the damage is noticed within this period and has not been sent back with the delivery driver, then please kindly email us at LLuxelineteam@outlook.com for us to assist.
Where possible we will work with you on a solution.
A partial or full refund, or to arrange a free collection of damaged goods.
Once we have received the returned item, a replacement (stock dependent) will be arranged at our expense.
Whilst it is rare for damages to occur, we sincerely appreciate your patience and understanding in working with us to help get a successful outcome for our customers.
Please note that damage reported outside of the 24hr period following delivery will be unable to be investigate/resolved.
Order cancellations
Under the United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are resident within UK, you can cancel your order within 14 days.
Period ends 14 days after the day on which the goods are delivered to your chosen delivery address.
This applies where orders have already been dispatched.
Orders outside the 14 days period, please refer to our returns policy.
Please note that cancellations after items have been booked or dispatched, will incur a cost deducted from the refund to cover lost expense charged by our logistics companies.
Returning goods
Before you proceed, make sure that you have completed emailed us at LLuxelineteam@outlook.com and had your return has been accepted before proceeding. Returned items without doing so completed/accepted will NOT be processed.
It is the customers responsibility to organise and cover payment to third party couriers if required, and to return items to LLuxeline in an unused, originally packaged, undamaged condition.