Refund policy

Return & Refund Policy

All returns must be initiated within 14 days of the delivery date. Returned products must be unused and unopened, with all seals intact. Please ensure that all returns are securely packaged to prevent damage during transit.

Please note: This returns policy applies exclusively to products purchased directly from luxsupp.com. If you bought products from a third-party retailer, please contact them for their return and refund procedures.

Standard Product Returns

To qualify for a return, your item must be unused and in its original condition, with the lid seal unbroken and the packaging undamaged, including all seals intact and fully bonded to the container.

You can return an unused item purchased from luxsupp.com within 14 days of delivery. To initiate a return, please ship your item to:

C/O Luxsupp 76 Clarewood Court, W1H 2NW, United Kingdom

Please ensure that all returns are clearly labeled with your order number to expedite the processing. We aim to process all returns within 14 days of receipt.

Please note that we do not offer free returns unless the item is faulty or incorrect.

Damaged Products

If your product arrives damaged or significantly different from the product information page, we will accept returns for a full refund in accordance with the Returns Procedure below. Once we confirm that your product was damaged and returned according to the procedure, we will issue a refund to your original payment method or arrange for a replacement to be sent, including the applicable delivery fee.

All delivery errors must be reported within 1 day of delivery. If you are a UK customer and have not received your order within 10 days of the dispatch date, please notify us within this timeframe. Failure to report delays may result in the inability to locate or claim the parcel if lost or stolen.

If your parcel arrives damaged or with missing items, please retain all outer packaging for collection by our couriers for investigation. Damaged boxes must be signed for as ‘damaged’ upon delivery, preferably with the word ‘damaged + your name’ in the signature box. We may request photos of the damaged packaging and/or product to expedite resolution.

Refunds

Upon receiving your returned item, we will inspect it and notify you of its receipt. Assuming the item(s) meet the conditions for a refund, we will process your refund accordingly. Refunds are issued to your original payment method following your payment issuer's policy, with possible delays depending on the provider.

Unreceived Goods

If you have not received your goods within the expected timeframe stated on your Order Dispatch Confirmation, please contact us at orders@luxsupp.com.