Refund policy

Refund & Returns Policy

Last updated: 25 September 2026

At LUXBUY RETAIL LTD, we want our customers to be satisfied with their purchases. If you are not completely satisfied with your order, please contact us as soon as possible.

1. Returns for Change of Mind

For eligible purchases made online, UK consumers generally have the right to cancel their order within 14 days of receiving the goods without providing a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

The goods should be returned in an appropriate condition. You may handle the goods as reasonably necessary to inspect their nature, characteristics and functionality.

Where applicable, we may make a deduction from a refund if the value of the goods has been diminished by handling beyond what is reasonably necessary to inspect them.

2. How to Request a Return

To request a return or cancellation, please contact:

Email: admin@luxbuyretailltd.store

Please include:

Your name
Order number
Product name
Reason for contacting us, if applicable
Any relevant photographs or information

We will provide return instructions where a return is required.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, defective or materially different from the product description, please contact us as soon as possible.

Please provide photographs where appropriate so that we can investigate the issue.

Where required by applicable consumer law, we will provide an appropriate remedy, which may include repair, replacement, price reduction or refund.

4. Refunds

Once an approved return has been received and assessed, we will process the applicable refund.

Where a statutory cancellation applies, refunds will generally be processed within the timeframe required by applicable law.

Refunds will normally be made using the original payment method.

Where required by law, the refund may include the cost of standard delivery originally paid by the customer. Additional delivery costs for an upgraded delivery service may not be refundable where permitted by law.

5. Return Shipping Costs

For change-of-mind returns, the customer may be responsible for the direct cost of returning the goods where this has been communicated to the customer before purchase.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, LUXBUY RETAIL LTD will deal with the return and remedy in accordance with applicable consumer law.

6. Exclusions and Exceptions

Certain products may be excluded from cancellation or return rights where an applicable legal exception applies.

Examples may include products that are:

Made to the customer's specifications or clearly personalised
Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed
Goods that are liable to deteriorate or expire quickly
Other products where applicable law provides an exception

Any applicable exception will be communicated clearly where relevant.