Refund policy

RETURN & REFUND POLICY

Last updated: July 2026

At Luxanova, we want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy below.

1. Return Eligibility

You have the right to return eligible items within 14 days of receiving your order.

To be eligible for a return, the item must:

Be unused and in its original condition.
Be returned in its original packaging.
Include all accessories, manuals and components supplied with the product.
Be suitable for resale.

Items that do not meet these conditions may not qualify for a refund.

2. How to Request a Return

Before returning any item, you must contact our Customer Support Team.

Email: luxanova@mail.co.uk

Please include:

Your full name
Your order number
The reason for the return
Photos (if the item is damaged or faulty)

Once your request has been approved, we will provide you with the return instructions and the appropriate return address.

Returns sent without prior authorisation may not be accepted.

3. Return Shipping Costs

Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning the item.

We recommend using a tracked delivery service, as Luxanova cannot be held responsible for returns that are lost or damaged during transit.

4. Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

Products that have been installed or used.
Products that have been damaged by misuse or improper installation.
Products returned without their original packaging.
Products missing accessories or components.

This policy does not affect your statutory rights under UK consumer law.

5. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery.

Please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging

After reviewing your claim, we will offer an appropriate solution, which may include:

A replacement
A repair
A full refund
A partial refund where appropriate

6. Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed within 7 business days.

Refunds will be issued using the original payment method.

Depending on your payment provider, it may take several additional business days for the funds to appear in your account.

7. Shipping Charges

Original shipping charges are non-refundable unless:

The item is faulty.
The wrong item was supplied.
The item arrived damaged.
A refund is required by applicable law.

8. Exchanges

We do not offer direct exchanges.

If you wish to purchase a different product, please return the original item (if eligible) and place a new order.

9. Order Cancellation

Orders may be cancelled free of charge within 24 hours of purchase or before dispatch, whichever occurs first.

Once an order has been dispatched, it can no longer be cancelled but may be returned in accordance with this policy.

10. Warranty

All Luxanova products are covered by a 2-year warranty against manufacturing defects.

This warranty does not cover:

Accidental damage
Improper installation
Misuse
Normal wear and tear
Damage caused by external factors

11. Consumer Rights

Nothing in this Return & Refund Policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.