Returns Policy

1. Overview
At Lux Group, we are committed to ensuring customer satisfaction. If you’re not fully satisfied with your purchase, we offer a straightforward returns process. Please read the details below to understand our policy and ensure a smooth return experience.

2. Eligibility for Returns
To be eligible for a return, the item must be unused, in its original condition, and returned within 30 days of delivery. It must also be in the original packaging. Items that are damaged due to misuse or improper installation are not eligible for returns.

3. Non-Returnable Items
Certain items are exempt from being returned, including:

  • Products marked as final sale.
  • Gift cards or promotional items.
  • Items purchased through third-party sellers.

4. Return Process

  1. Contact Us – Reach out to our customer service team at returns@theluxgroup.uk with your order number and reason for return.
  2. Shipping Instructions – We will provide you with the return shipping address and instructions. Please ensure the item is securely packaged to avoid damage during transit.
  3. Return Confirmation – Once we receive and inspect your item, we will notify you of the approval or rejection of your return.

5. Refunds
Approved returns will be processed, and a credit will be applied to your original payment method within 7-10 business days. Note that shipping fees are non-refundable.

6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us to initiate the process.

7. Late or Missing Refunds
If you haven’t received your refund, please first check your bank account or contact your credit card company, as processing time can vary. If you’ve done this and still haven’t received your refund, contact us at support@theluxgroup.uk.

8. Return Shipping
Customers are responsible for covering the cost of return shipping unless the item was damaged upon delivery or there was an error on our end.

9. Contact Information
For any questions regarding this Returns Policy, please email us at support@theluxgroup.uk.